Refund policy
At Museum Quality Models, each item is handcrafted for decorative display purposes only. Due to the fragile and custom nature of our products, we ask that you read the following carefully before placing an order.
Please contact us if you have any questions enquiries@museumqualitymodel.com
🌎 General Policy (Worldwide)
-
We do not accept returns for change of mind or personal preference.
-
All models are shipped with protective packaging to minimize the risk of damage.
-
If minor cosmetic damage occurs during delivery (e.g., a clean detachment of a small external component), we may offer to send you a repair kit as a suitable resolution.
-
We reserve the right to assess each case individually and determine the appropriate solution.
🇦🇺 For Australian Customers
Our returns policy complies with Australian Consumer Law (ACL).
Under ACL, you may be entitled to a remedy if your item is:
-
Not as described,
-
Not of acceptable quality, or
-
Unfit for its stated purpose.
Please note:
-
Minor reattachments or cosmetic issues with non-structural parts do not constitute a major fault under ACL, especially where the product remains suitable for its intended decorative use.
-
Our models are non-functional display items only and may contain fragile or detachable components by design.
🛠️ What Happens if There’s an Issue?
Contact us within 7 days of delivery with:
-
Your order number
-
Clear photos of the issue
-
A brief explanation of the concern
We'll review your case and determine whether a repair kit, partial refund, or other remedy is appropriate.
🔁 Final Sale Items
Some models are marked as discontinued or final run. In these cases, replacement parts may not be available. We will assist with repair support where possible, but full replacements may not be feasible.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@museumqualitymodel.com
