Returns and Refunds
EXCHANGES AND RETURNS APPLICABLE IN ONLINE PURCHASES AT: https://firescalemodeler.pt
What should I do if I am not satisfied with my purchase - Decree-Law DL 24 2014 ?
If you wish to exchange or return items, you can go to our warehouse/Showroom, or contact us within 14 days from the date of receipt, which will provide you with information about the exchange/return process. In no case send the articles without prior contact as they will not be received.
Return of items must comply with the following conditions:
Return of items in good condition, in conditions of sale without any mark of use (wear or other parts) or damage, with original packaging and accompanied by the respective invoice.
Exchanges or returns of personalized or specially ordered items and at the customer's request to the supplier are not accepted.
Exchanges or returns of spare/repair parts specially ordered and at the customer's request to the supplier are not accepted.
If the packaging is damaged and the items have obvious signs of use, we will not be able to accept the exchange or refund of the value.
After contacting us and giving you return directions, you must send us the item properly packaged, with original packaging, to our address:
Fire Scale Modeler / Atelier
Rua dos Moleiros, lot 14 - Varatojo
2560-237 Torres Vedras
We alert you to some conditions in case of exchange
If you choose to return the amount, we inform you that:
Reimbursement is made by the same means of payment (according to the Customer's willingness). In the case of a transfer, we ask that you provide us with a NIB so that we can return it more quickly.
Shipping costs to our address are borne by the customer. In the case of returns due to customer dissatisfaction, the refund will be the value of the merchandise excluding postage or other expenses in the purchase.
Fire Scale Modeler will carry out collections depending on the situation presented, without any additional cost, for customers injured by transport or technical problem detected.
The return will only be made after technical verification of the product's condition and verification of compliance with the conditions described above.
What should I do if I receive damaged packaging or items?
In the event that the shipping package is damaged, you must check its contents at the time of delivery and present the claim to the carrier, contacting us later. You should also contact us if you have received a package in good condition but the items are still damaged.
What should I do if the articles have technical issues?
In the event that your articles have technical problems, please contact us. We will try to resolve the issue by phone or email before making a replacement.
You can also go to our warehouse / Showwroom
If the item is a single unit or has been ordered from the manufacturer specifically at your request, it will be sent to the manufacturer for replacement or repair.
If the technical check detects marks of misuse, and/or any problem that may have caused the item to malfunction (eg, fall, humidity, misuse) you will be contacted to let us know if you want to return the item in its current state or if you want us to send the device to the Technical Assistance of the brand, which is subject to a repair quote.
If the invoice is more than 14 days old, your item will be sent to the Technical Assistance of the brand under the Guarantee.
All equipment is covered by the 2 Year Manufacturer's Warranty, guaranteed by the respective brands.
In the case of equipment out of the warranty period, Fire Scale Modeler also provides Technical Assistance, so you can contact us for information on the process of sending defective or damaged items for repair. The items will be analyzed by our Technical Assistance, which will issue a technical opinion and respective repair budget, if that is the case. Repairs are only initiated after acceptance of the quotation by the Customer.