Returns & Refunds Policy
At Kent Models, we want every customer to be completely satisfied with their purchase.
We take care to supply quality plastic model kits, paints, tools and modelling accessories, but we understand that occasionally something may need to be returned.
Whether you’ve changed your mind, received a damaged item or discovered a problem with your order, we’re here to help.
This page explains our returns and refunds procedures and your rights as a customer.
Changed Your Mind? Returning an Unwanted Item
If you’ve purchased products from Kent Models online or by telephone, you normally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
Where an order is delivered in separate parcels, the cancellation period generally runs from the day after the final item is received.
To exercise your right to cancel, simply contact Kent Models by email or post before the cancellation period expires.
Please include your order number where possible to help us identify your purchase.
You then have a further 14 days from notifying us of your cancellation to return the goods.
Certain products may be exempt from the normal cancellation rights under UK consumer legislation. Where an exception applies, this will be explained before purchase.
Returning Unwanted Model Kits and Accessories
We understand that customers sometimes order the wrong model, scale or product.
When returning unwanted items, please ensure that they are packaged securely to protect them during transit.
We recommend retaining the original product packaging wherever possible, particularly for collectable and limited-edition model kits.
You may inspect goods as reasonably necessary to establish their nature, characteristics and condition, just as you would be able to do in a shop.
However, if products have been handled beyond what is reasonably necessary, resulting in a reduction in their value, we may make an appropriate deduction from the refund where permitted by law.
For example, assembling a model kit, using components or damaging the product through unnecessary handling may reduce its resale value.
Please retain proof of postage when returning goods. We recommend using a tracked service for your protection.
For change-of-mind cancellations, customers are responsible for the direct cost of returning goods, provided this was explained before purchase, unless we have agreed otherwise.
Faulty, Damaged or Incorrect Products
We carefully check and package orders before dispatch, but occasionally mistakes or damage can occur.
If you receive a product that is:
- Damaged during delivery
- Faulty or defective
- Missing components or parts
- Different from the product you ordered
- Not as described on our website
Please contact our customer service team.
Where possible, provide your order number, a description of the problem and photographs if these would help us understand the issue.
We’ll investigate and explain the available options, which may include a replacement, repair or refund.
Under the Consumer Rights Act 2015, customers generally have a short-term right to reject faulty goods within 30 days. Additional rights to repairs, replacements or refunds may apply after that period.
Where goods are faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required by law.
Your statutory rights are not affected by whether you noticed a problem immediately upon delivery.
Refunds
Once a return has been processed, refunds will normally be made using the same payment method used for the original purchase, unless you expressly agree otherwise.
For cancellations made under your statutory cooling-off rights, we will refund the purchase price and any applicable original standard delivery charge.
If you selected a more expensive delivery service, such as express delivery, we are only required to refund the equivalent cost of our standard delivery option.
Where goods are being returned following cancellation, refunds will be made without undue delay and within 14 days of us receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
If goods have been handled beyond what is reasonably necessary to inspect them, an appropriate deduction may be made where permitted by law.
Refunds relating to faulty products will be handled in accordance with your rights under the Consumer Rights Act 2015.
Model Paints, Aerosols and Specialist Products
Some products sold by Kent Models, including aerosol paints, solvents and certain modelling chemicals, are subject to special transport requirements.
If you need to return one of these items, please contact us before arranging postage so we can advise on a suitable return method.
Some postal and courier services do not accept these products.
This does not remove any statutory rights you may have to cancel an order or return faulty goods.
Exchanges
If you’ve ordered the wrong model kit, scale or accessory and would prefer a different product, please contact us.
Where practical, we’ll be happy to discuss the available options.
Replacement products are subject to stock availability, and any difference in price or applicable delivery charges will be explained.
Your statutory rights remain unaffected.
How to Arrange a Return
If you need to return an item, please follow these simple steps:
- Contact Kent Models through our Contact Us page, explaining the reason for your return.
- Provide your order number where available and details of the products concerned.
- We’ll provide guidance on returning the goods.
- Package the items securely to protect them during transportation.
- Retain proof of postage and any tracking information.
Our returns address is:
Kent Models
Kleer House
Windsor Industrial Estate
New Road
Sheerness
Kent
ME12 1NB
Please contact us to confirm the appropriate return arrangements before sending goods.
Contact Kent Models
If you have any questions about returning a model kit, requesting a refund or reporting a problem with an order, our customer service team will be happy to help.
Telephone: 01795 666611
Telephone enquiries: Monday to Friday, 10am–1pm.
You can also contact us by email using the details on our Contact Us page.
Statutory Cancellation Form
You can use the following information to notify us that you wish to cancel an order. You are not required to use this form; any clear statement of your decision to cancel is sufficient.
To: Kent Models, Kleer House, Windsor Industrial Estate, New Road, Sheerness, Kent, ME12 1NB.
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Products ordered: _______________________
Order number (if available): _______________________
Date ordered: _______________________
Date received: _______________________
Customer name: _______________________
Customer address: _______________________
Date: _______________________
Signature (if submitted on paper): _______________________
Your Consumer Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under applicable UK consumer legislation.
Kent Models is committed to treating customers fairly and resolving any problems promptly and professionally.