Damage and Return Policy
We want you to be happy! If you're not completely thrilled with one of our items, we will refund or exchange your order with NO RESTOCKING FEE.
How It Works
The instructions below are designed to expedite the return of your model. Each of the steps below must be followed in order for Handcrafted Model Ships to provide you with a satisfactory experience.
We are so glad you are giving one of our items as a gift to a friend or loved one. It is your responsibility as the purchaser to inspect the item upon receipt of the item and notify us of any damage or issues per our policy below...NO EXCEPTIONS. Holiday Gifts ---- For orders placed from November 20th - December 23rd the damage policy below still applies however you are able to return the item if you notify us by January 2nd.Return of a damaged item during shipping (to lower 48 United States).
- Contact us immediately (within 5 days of delivery). Contacting us after this period voids any claim.
- Email us pictures of the damage in question to firstname.lastname@example.org within 7 days of contacting us about this claim. These are required by the shipping company to file a damage claim -
THERE ARE NO EXCEPTIONS OF THIS POLICY.
- Once we receive the pictures, our builders will review the damage. If not repairable you will be asked to destroy the item and provide proof with pictures.
- If we deem the item is repairable (such as a cannon came loose during shipping) we will provide parts and instructions for the repair.
- If we deem the item is not "easily repairable", but can be repaired by Handcrafted Model Ships, a replacement will be sent to you at no cost.
- Place the item securely in the original package, exactly as how it was packaged Include all paperwork, parts and accessories that were included with the model.
- We will then ship to you another model at no additional cost.
Return of a damaged item during shipping (outside of lower 48 United States).
Same policy applies as above, but due to customs, duties, and other regulations regarding shipping to foreign countries, we may ask you to destroy the model even if it is "repairable". A new item will be sent to you at no additional costs. Duties, taxes, and any additional fees are non-refundable. You will need to contact the shipping company for reimbursement.
Return of an item without a Return Merchandise Authorization (RMA) #
Sending the item back to us without prior authorization voids your eligibility for a full refund as this voids the damage claim eligibility with the shipping company. A 25% restocking fee is assessed for all orders that are returned without a valid RMA number. In addition, all items that are returned 45 days after receipt a 50% restocking fee will aplly. The fee will be deducted from the total refund amount. In the event that a return is needed, we will make arrangements for the return. Do not send it back via any other means.
Return of an item you are unsatisfied with:
- Contact us immediately (within 5 days of delivery or for orders placed from November 20th - December 23rd notify us by January 2nd as we realize that many of our items are gifts. Contacting us after this period voids any claim.
- Obtain a return authorization number from us.
- Place the item securely in the original package, exactly as how it was packaged. Please package the model, display item, etc exactly as it arrived, if the model is not packaged this way damage might occur
- Include all paperwork, parts and accessories that were included with the model, display item, etc.
- Ship the model back to us (at your cost) to the Merchandise Returns Address below. It is recommended that the return is insured for the purchase price in case of loss or damage. You will need to contact the shipping company for claims if needed.
- Email us the tracking number of the shipment
- We will notify you when we receive the item and ensure that it in saleable condition.
- If the return is in saleable condition, we will process your refund right away (within 14 days at the absolute most). It will take 2-3 days to reflect on your account statement once the refund has been processed.
- The refund will be in the same form of payment equal to the "total unit price" of the items printed on your invoice. This excludes shipping and handling (unless there was a shipping mistake). If shipping and handling was included in the model price, the actual Fedex/DHL/UPS cost for that box size and weight will be deducted.
- For special order models, refunds are not offered, only credits.
If you fail to follow the instructions above, your return/exchange will be void. Please call us with any questions regarding our policy.