Return Policy

Raven Scale Models offer a helpful and hassle-free returns policy. We are here to help you! If you have any questions, please do not hesitate to contact us by telephone, email or post.

DAMAGED & FAULTY ITEMS

All our parcels are carefully packed and leave us in excellent condition. Should your order be damaged in transit, or the goods be faulty upon arrival, please notify us by telephoning 01550 721099 or emailing orders@ravenscalemodels.com within seven working days of receiving your parcel, and we will be pleased to replace it. Please see 'To return an item' (below) for details of how to return damaged or faulty goods to us. If you are returning an item because the goods are damaged or faulty, we will be happy to refund all delivery charges incurred by you (both for its initial delivery and for the cost of you returning it to us). In all other circumstances where Raven Scale Models is not at fault, delivery costs will be your responsibility.

Damage caused by mishandling of goods, inappropriate use or any modifications is not supported by Raven Scale Models and voids this returns agreement.

EXCHANGE/REFUND

If you are not satisfied with the products that you have bought you may return them to us within 28 days of receipt, in a voluntary extension of the cancellation policy below. We will offer you an exchange or, if you wish, a refund, provided that the products are returned complete, in perfect condition, unused and with the original packaging. We cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used.

We reserve the right to exclude special orders from this offer, but encourage you to communicate any concerns to us as we will always try to be flexible.

INCORRECT ITEMS

If we have sent you an incorrect item, please notify us by telephoning 01550 721099 or emailing orders@ravenscalemodels.com as soon as possible. Please then return the incorrect item to us with a covering note to explain the reason. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it.

CANCELLATIONS

Orders may be cancelled at any time before they are despatched for a full refund of the cost of goods and P&P charges. Please telephone or email for instructions.

If the item has already been despatched then, under the Consumer Protection (Distance Selling) Regulations 2000 you still have a right to cancel your order in writing by post or email (except for customised products) during the seven working days after the day on which you receive the goods.

Exceptions are any items made specifically for you. To cancel a contract please send your request in writing (by post or email), giving the reason for the return as 'Contract Cancellation'. Please package the relevant item securely and send it to us within seven working days of the date that the item was delivered to you. You will be required to pay for the return of the products to us and Raven Scale Models are not obliged to refund those costs. Please obtain a dated proof of posting to support your request.

TO RETURN AN ITEM

Should you be returning an order because you are not satisfied, please enclose all details of the purchase giving the reason for your return and clearly mark whether you would like a refund or exchange. Pack the items back in the parcel, using the product’s original packaging; attach the invoice or proof of purchase and return to the address below. For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us. It is your responsibility to wrap products adequately to prevent damage. This returns policy does not affect your statutory rights.

Returns address:

Raven Scale Models
Unit 4, The Craft Centre
Kings Road
Llandovery
SA20 0YD
United Kingdom

When returning items, for any reason, you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

In summary, initially you will have to cover the costs of returning any goods to us. Depending upon the reason for return, Raven Scale Models may agree to refund reasonable postage costs as follows:

  • damaged - yes
  • faulty - yes
  • incorrect item - yes
  • customer preference (exchange/refund) - no
  • cancellation - no

Damage suspected as malicious and deliberate to avoid paying for return postage costs will void our returns agreement and sales contract.

We reserve the right to amend this Return Policy as required.