Refund policy

Last updated: July 17, 2026

We want you to be satisfied with your purchase. Because our products are detailed, hand-finished collectible models, please review the product description, scale, dimensions, photographs, and age recommendation before placing your order.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incorrect, or incomplete, contact us through our Contact page within 5 calendar days of delivery.

Please include:

• Your order number
• Clear photographs of the item
• Photographs of the manufacturer’s packaging
• Photographs of the shipping carton, shipping label, and internal packing materials
• A brief description of the problem

Please keep the item, manufacturer’s packaging, shipping carton, and all packing materials until we complete our review. Do not discard, repair, alter, disassemble, or return the item unless we provide instructions.

After reviewing the claim, we will provide an appropriate resolution. Depending on availability and the circumstances, this may include a replacement, replacement component, refund, or return at our expense. If a return is required, we will provide return instructions or a prepaid shipping label.

Do not send a damaged or incorrect item back without prior authorization.

Damage limited to the outer shipping carton does not qualify as product damage when the collectible model and its manufacturer’s packaging remain undamaged.

Claim Verification

To protect both our customers and our small business, we may compare submitted photographs and information with carrier tracking, package weights, packing records, and pre-shipment order documentation.

Claims may be delayed or denied when required documentation is not provided, when the item or packaging has been discarded or altered before review, or when the submitted information is inconsistent with the shipment records.

Normal Product Variation

Artitec models are hand assembled, hand painted, and weathered. Minor variations in paint application, weathering, markings, component positioning, and finish are normal characteristics of these collectible models and are not considered defects.

Product photographs are intended to accurately represent the model, but minor variations may occur between individual production examples.

Scale and Size Expectations

The scale and available model dimensions are listed on each product page. A return because a model appears smaller or larger than expected, or because the customer misunderstood the scale, is considered a change-of-mind return rather than a product defect.

Customer-Damaged or Altered Items

We cannot accept returns or issue refunds for damage occurring after delivery, including damage caused by:

• Mishandling or dropping
• Removing or forcing delicate components
• Attempted repair
• Modification, repainting, or weathering
• Disassembly
• Improper storage or display
• Inadequate return packaging
• Normal wear after use or handling

Change-of-Mind Returns

Change-of-mind returns are accepted when you contact us within 14 calendar days of delivery and all of the following conditions are met:

• The return is authorized by us before it is shipped
• The item is unopened and unused
• All factory seals, ties, protective materials, inserts, accessories, and packaging remain intact, where applicable
• The model and manufacturer’s packaging are in their original, undamaged, resalable condition
• The item has not been handled, displayed, assembled, altered, repaired, or modified

The customer is responsible for return shipping costs. We strongly recommend using a trackable and insured shipping method.

A 15% restocking fee will be deducted from approved change-of-mind returns. Original shipping charges, expedited shipping charges, and return shipping costs are not refundable.

Return Authorization and Shipping

If your return is approved, we will provide the return address and return instructions. The return must be shipped within 7 calendar days after authorization.

Returns sent without authorization may be refused or returned to the sender at the sender’s expense.

The customer is responsible for safely packaging an authorized change-of-mind return. We are not responsible for customer returns that are lost or damaged while being shipped back to us.

Return Inspection

All returns are inspected after arrival.

A return that arrives incomplete, opened, used, altered, improperly packaged, or damaged may be denied or may receive a reduced refund reflecting the item’s loss in value, as permitted by applicable law.

If a return is not eligible for a refund, the customer may be responsible for the cost of shipping it back.

Refunds

Approved refunds will be issued to the original payment method after the returned item has been received and inspected.

Please allow up to 5 business days for us to process an approved refund. Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

Any applicable sales tax included in an approved refundable amount will also be refunded.

Final Sale Items

Items specifically identified as “Final Sale” are not eligible for change-of-mind returns. This does not affect claims involving items that arrive damaged, defective, incorrect, or incomplete.