Returns & Refunds Policy | Firebox Models

Changed your mind or had an item damaged in transit? Read our quick guide to returning unpainted N, TT, HO, and OO scale models to our workshop.

 

At Firebox Models and N Gauge Models, we want you to be completely satisfied with every addition to your layout. If something isn’t right with your order, we are committed to making it right as quickly as possible.

🕒 14-Day "Change of Mind" Returns

Under UK Consumer Contracts Regulations, you have the right to cancel and return your order within 14 days of delivery if you change your mind.

  • Condition of Items: To qualify for a refund, all items must be returned to our returns address on the shipping label sent with your order.

  • 🎨 Crucial Note for Modelers: Because Firebox Models focuses on providing high-detail physical models for you to customize, we cannot accept returns on any models that have been primed, painted, weathered, sanded, glued, or altered in any way by the buyer.

  • Return Postage: The cost of returning items due to a change of mind is the responsibility of the customer. We highly recommend using a trackable shipping service, as we cannot issue a refund for items lost in transit back to us.

🛠️ Damaged, Defective, or Incorrect Items

Every model undergoes a strict quality check before it leaves our workshop. However, we know that transit can sometimes be rough on delicate, fine-scale details.

If an item arrives damaged or broken:

  1. Take a Photo: Please snap a quick photograph of the damaged model as well as the packaging it arrived in.

  2. Contact Us: Get in touch via our [Link to Contact Page] within 48 hours of delivery, attaching your photos and order number.

  3. Our Resolve: We will quickly assess the issue and arrange for a brand-new replacement to be dispatched or issue a full refund at absolutely no extra cost to you.

📥 How to Initiate a Return

Please do not post items back to our workshop without contacting us first, as our team will not be able to process your refund without a prior return authorization.

  1. Email us at [Your Customer Support Email] with your name, order number, and the reason for the return.

  2. Our team will review your request and provide you with the correct return shipping address and instructions.

  3. Once your return is received and inspected at our facility, your refund will be processed back to your original payment method within 3–5 business days.

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