Returns and Refunds

Returns & Refunds Policy

1. Right of Withdrawal (14 Days) If you are not satisfied with your purchase, you have the right to return the products within 14 calendar days from the day you received your order, without needing to provide a reason.

2. Conditions for Return (Important) To be eligible for a return and full refund, the following conditions must be met:

• Sealed Products: Due to the chemical nature of our products (paints, varnishes, cleaners), we do not accept returns of bottles or jars that have been opened or unsealed. Once the seal is broken, the product is considered "used" and cannot be returned for safety and quality control reasons (risk of contamination).
• Condition: Items must be in the same condition that you received them, in the original packaging.

3. How to Initiate a Return

1. Email us at geral@firescalemodeler.com with your order number.
2. Wait for our confirmation and shipping instructions.
3. Pack the items securely to prevent breakage during transit.

4. Shipping Costs

• Return Shipping: The customer is responsible for paying the shipping costs for returning the item.
• Original Shipping: If you return the entire order, we will refund the cost of the products. Shipping costs are non-refundable unless the return is due to our error.

5. International Returns (Non-EU) If you are returning items from outside the European Union (e.g., USA, UK, Brazil), you must mark the customs declaration as "RETURNED GOODS" with a value of €0.

• If this is not done, the package may incur import taxes upon arrival in Portugal. Fire Scale Modeler reserves the right to deduct these tax costs from your refund or refuse the package.

6. Damaged, Defective, or Incomplete Items If you encounter issues with your order, please follow the specific instructions below based on the type of product:

6.1. Paints, Chemicals & Liquids (Shipping Damage) If a bottle or jar arrives broken or leaking:

• DO NOT return the broken items (it is dangerous and illegal to ship leaking chemicals).
• Take clear photos of the damaged box and the leaking product inside.
• Email us immediately. We will arrange for a replacement or a refund for that specific item.

6.2. Model Kits (Damaged or Missing Parts) If a Model Kit arrives crushed or is missing a sprue/decal sheet (manufacturer error):

• Contact us before returning.
• Send us photos of the damage or a description of the missing part number (from the instruction manual).
• In many cases, we can request a specific replacement part from the manufacturer or send you a spare part, avoiding the need for you to return the entire kit.

6.3. Hardware & Tools (Compressors, Airbrushes, Electronics) If an electronic device or tool arrives defective or stops working:

• These items are covered by the legal warranty.
• Email us with a description of the fault.
• Do not try to disassemble or repair the unit yourself, as this will void the warranty.
• We will provide instructions on how to return the unit to us for technical inspection, repair, or replacement.

7. Refunds Once we receive and inspect your return (checking that seals are intact), we will notify you.

• If approved, the refund will be processed automatically to your original payment method (PayPal/Card) within 5-10 business days.