Refund policy

30-Day Replacement Guarantee

All our kits are made to order, so we don't offer a standard "change of mind" return — but we stand behind the quality of every build. If your item is defective, breaks under normal handling, or isn't fit for purpose, you're covered for 30 days from the date you receive it.

What's covered:

  • Manufacturing defects (weak joints, print faults, missing/incorrect parts)
  • A part breaking during normal, intended use
  • The item arriving damaged in transit

What's not covered:

  • Damage caused by rough handling, dropping, excessive force, or use outside the item's intended purpose. Our kits are display models and collectibles — built to be assembled, painted and displayed, not for rough play. Please handle with care, especially smaller/detailed parts.
  • General "change of mind" returns — as made-to-order items, these are exempt from the standard right of withdrawal (see below)

How to make a claim
Contact us at info@3dcre8design.com within 30 days of receipt, with your order number and photos of the issue, before sending anything back.

If a return is requested and accepted, send the item to:
5 Shortstones Walk, Rugby CV23 0GW

You'll need to purchase your own return shipping label and provide tracking. Items sent back without first requesting a return will not be accepted. Once we've received and inspected the item, we'll arrange a free replacement part or item where the fault is covered under this guarantee.

Non-returnable items
As all products are made to order, we're unable to accept general returns or exchanges once a build has started. This doesn't affect your rights under the 30-Day Replacement Guarantee above, or your statutory rights.

We cannot accept returns or replacements on sale items or gift cards.

European Union & UK — Made to Order Exemption
As all our products are made to order and/or personalised, they are exempt from the standard 14-day right of withdrawal under the EU Consumer Rights Directive 2011/83/EU (and equivalent UK regulations). We do not accept "change of mind" returns or exchanges on this basis. This does not affect your right to a replacement for faulty, damaged, or not-as-described items under our 30-Day Replacement Guarantee, or your statutory rights under UK/EU consumer law.

Refunds
Where a refund is agreed instead of a replacement, you'll be notified once we've inspected the returned item and confirmed the outcome. Approved refunds are issued to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at info@3dcre8design.com.