At Model Shop, we take the same care with your satisfaction as we do with our premium collectibles. This policy outlines our returns and exchanges process for model kits, figures, and hobby products.

Our Returns Promise to Collectors

We stand behind every Gundam model, Dragon Ball figure, and collector’s item we sell. If you’re not completely satisfied with your purchase, we’ll make it right with our straightforward returns process.

Key Policy Details:
  • Return Window: 15 days from delivery date
  • Condition Requirement: Items must be unopened in original packaging
  • Processing Time: 3-5 business days after we receive your return
  • Non-Returnable Items: Opened model kits, +18 products, and puzzle games (see full list below)

Step-by-Step Return Process

1. Initiate Your Return

Email our Collector Support team at [email protected] within 15 days of receiving your order. Use the following template:

Subject: Return Request – Order #[Your Order Number] Dear Model Shop Support, I would like to request a return for the following item(s) from order #[Your Order Number]: – Product Name: [Name from your order confirmation] – Reason for Return: [Please specify: damaged, incorrect item, etc.] I confirm the item(s) are in their original unopened packaging with all included materials. [Your Full Name] [Your Contact Number] [Order Date]

2. Receive Return Authorization

Within 48 hours, we’ll email you:

  • Return Merchandise Authorization (RMA) number
  • Prepaid return shipping label (for damaged/incorrect items)
  • Detailed return instructions

3. Package Your Return

Carefully repackage the item(s) using the original packaging materials. Include:

  • The RMA number clearly visible on the outside
  • All original accessories and documentation
  • Original packing slip or invoice

4. Ship Your Return

For US customers: Use the provided return label or ship to:

Model Shop Returns
818 Fowler Avenue
Atlanta, GA 30303
USA

Note: International collectors are responsible for return shipping costs unless the return is due to our error.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds process within 3-5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive email confirmation when processed

Allow 5-10 business days for the refund to appear in your account, depending on your financial institution.

Exchange Process

For exchanges (size, color, or model variation):

  1. Follow the same return process above
  2. In your email, specify “Exchange Request” and your desired replacement item
  3. We’ll ship the replacement once we process your return (additional charges may apply for price differences)

Non-Returnable Items

To maintain collector-grade quality standards, these items cannot be returned:

  • Opened Model Kits: Gundam, Aircraft, and Finished Model kits with broken seals
  • Adult Products: All +18 category items for hygiene reasons
  • Puzzle Games: Opened Hanayama puzzles and Jigsaw puzzles
  • Custom Orders: Special order items from Kotobukiya, Good Smile Company, etc.
Damaged or Defective Items: Contact us immediately if you receive a damaged collectible. We’ll arrange a replacement or refund and may request photos for our quality records.

Collector’s Assurance

We treat every return with the same attention to detail as we do our rarest Medicom figures and limited edition Dragon Quest collectibles. Our team of fellow enthusiasts understands the importance of perfect condition when adding to your collection.

For urgent return inquiries, contact our Collector Support team at [email protected] or call +1 (555) 123-4567 during business hours (9AM-5PM EST).

Last Updated: [Insert Date]