ShipModelKits.com, operated by Maris Stella d.o.o.

ShipModelKits.com Return & Claims Policy

ShipModelKits.com, operated by Maris Stella d.o.o., is committed to providing high-quality products and reliable service to all customers worldwide. This Return & Claims Policy outlines the rights, obligations, and procedures for returning goods purchased through our website.

1. General Return Rights

1.1 Incorrect Products

If the product delivered is not the item you ordered, you may return it without any shipping costs.
To be eligible:

  • The product must be unused.
  • The product must be fully intact and complete.
  • The item must be returned in its original, undamaged packaging.

Once the returned item is received and inspected, we will send the correct replacement within 3 working days, free of charge.

2. Claims for Damaged or Faulty Products

2.1 Visible Damage at Delivery

Upon receiving your order, please carefully inspect the outer packaging.
If you notice visible damage:

  • Report it immediately to the courier.
  • Refuse the delivery and request the courier to return it.

ShipModelKits.com cannot accept claims for shipping-related damage once delivery has been accepted.

2.2 Faulty Products (After Delivery)

If you identify a manufacturing defect after opening the package:

  • Claims must be submitted within 7 days of receiving the goods.
  • The product must be returned complete and in its original packaging.
  • After receiving the returned faulty item, we will dispatch a replacement within 3 working days, at no additional cost.

3. 14-Day Unconditional Return Policy

In accordance with our extended customer care standards, customers may return undamaged goods within 14 days of receiving the package without providing any reason.

To qualify:

  • The product must be unused.
  • The product must be complete, including all parts and accessories.
  • The original packaging must remain intact, without damage, deformation, or markings.
  • Return shipping costs are the responsibility of the customer unless otherwise agreed.

A refund will be issued after the returned item is inspected and confirmed to meet the above conditions. Refunds will be processed using the original payment method.

4. Shipping Responsibilities

  • Delivery charges are the responsibility of the customer unless explicitly stated otherwise.
  • The seller is not responsible for damages that occur during transport after the customer accepts the shipment.
  • Claims for shipping damage cannot be accepted once delivery is confirmed by the customer.

5. Refund Processing

After a returned item has been inspected and approved:

  • Refunds will be processed to the original payment method.
  • Processing time may vary depending on your bank or payment provider.
  • Shipping fees for voluntary returns (14-day unconditional returns) are non-refundable.

6. How to Initiate a Return or Claim

To submit a return request, a claim, or to report an issue with your order, please contact us:

Email: info@shipmodelkits.com

Please include:

  • Your order number
  • Full name
  • Description of the issue or reason for return
  • Photos (if reporting damage or defects)

Our support team will provide instructions for the return process.

7. Additional Notes

  • Product images on ShipModelKits.com are for illustration only and may differ slightly from the final product.
  • Maris Stella d.o.o. reserves the right to update or modify this policy without prior notice.