Returns & Refunds
Last updated: 16 October 2026
1. Right of withdrawal (14 days)
If you are a consumer, you may withdraw from your purchase within 14 days of receiving the goods, without giving a reason. For orders delivered in several parcels, the period starts when you receive the last one.
2. How to return
- Tell us within the 14 days, by email to geral@firescalemodeler.com. Use the model form below or any clear statement, with your order number.
- Send the items back within 14 days of telling us, to: Fire Scale Modeler, Rua dos Moleiros, Lote 14 – Varatojo, 2560-237 Torres Vedras, Portugal.
- Pack them securely so they do not break in transit.
The cost of sending the items back is paid by the customer.
3. Refunds
We refund the price of the returned products and the standard shipping cost you paid. If you chose a more expensive delivery option than our cheapest standard one, the difference is not refunded. The refund is made within 14 days of receiving your withdrawal notice, using the same payment method, unless you agree otherwise. We may wait until we receive the items, or proof that you sent them, before refunding.
You may open the packaging to inspect a product as you would in a shop. If an item was used beyond that, we may deduct the loss in value.
4. Exceptions
The right of withdrawal does not apply to:
- paints, varnishes, thinners and other chemicals in sealed containers whose seal has been broken after delivery, for health-protection and contamination reasons;
- custom or personalised products, such as custom colours (FSM000) and colours matched to your sample or request.
5. Returns from outside the EU
Please declare the parcel as "RETURNED GOODS" with no commercial value. Otherwise Portuguese customs may charge import taxes. We will contact you before any such cost is deducted from your refund.
6. Damaged or defective products
A product that arrives damaged, incomplete or faulty is not a withdrawal: we repair, replace or refund it at no cost to you. See our Shipping Policy and Warranty. Do not send back broken or leaking paint: a photo is enough.
7. Model withdrawal form
To: Fire Scale Modeler (Marco Teodoro), Rua dos Moleiros, Lote 14 – Varatojo, 2560-237 Torres Vedras, Portugal · geral@firescalemodeler.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ……
Order number: …… · Ordered on / received on: ……
Name: …… · Address: ……
Signature (only if this form is sent on paper): …… · Date: ……