Returns & Refunds Policy

Gravesend Model Centre

Last updated: March 2026

We want you to be satisfied with your purchase from Gravesend Model Centre. This policy explains how returns, exchanges and refunds are handled.

1. Your Right to Cancel (Online Orders)

Under the Consumer Contracts Regulations 2013, customers purchasing online have the right to cancel their order within 14 days of receiving the goods.

You then have a further 14 days to return the item.

To cancel an order please contact us with:

  • Your name
  • Order number
  • Item(s) being returned

2. Conditions for Returns

Returned items must:

  • Be unused
  • Be in original packaging
  • Be in resaleable condition
  • Include all parts and accessories
  • Be undamaged, both product and packaging
  • Instructions must still be present

We reserve the right to reduce a refund if the item shows signs of use or damage.

3. Faulty or Damaged Items

If an item arrives:

  • Faulty
  • Damaged
  • Incorrect

Please contact us within 48 hours of delivery.

We may ask for:

  • Photographs of the issue
  • Order details

In these cases we will offer:

  • Replacement
  • Repair
  • Refund

Return postage will be covered where the item is faulty or incorrect.

4. Non-Returnable Items

The following items may not be eligible for return unless faulty:

  • Opened paints, glues or liquids
  • Special order items
  • Custom ordered products
  • Gift vouchers

5. Refunds

Refunds will be processed once the returned item has been received and inspected.

Refunds will be issued to the original payment method within 5–10 working days.

6. Return Postage

Customers are responsible for return postage costs unless the item is faulty or incorrect.

We recommend using a tracked delivery service, as we cannot be responsible for lost returns.

7. Exchanges

Where possible we are happy to exchange items for an alternative product of equal value.

Please contact us before returning an item so we can arrange the exchange.

8. Contact Details

For all returns enquiries please contact:

Gravesend Model Centre
Email: info@gravesendmodelcentre.co.uk
Website: www.gravesendmodelcentre.co.uk