Returns

Something not right with your order? We'll put it right. Choose what happened and we'll show you what to do.

What happened?

Arrived damaged or faulty

  1. Within 30 days of delivery, send us your order number and a photo of the damage or fault. The contact form takes photos.
  2. We reply within 1 business day.
  3. We reprint and send a replacement, or refund you if you'd rather. Shipping's on us, and you don't need to post anything back unless we ask.

Bent lance or spear? Resin flexes rather than snaps: dip it in hot (not boiling) water for a few seconds and hold it straight while it cools.

Report damage

Wrong or missing item

  1. Within 30 days of delivery, send us your order number and a photo of what arrived. The contact form takes photos.
  2. We reply within 1 business day.
  3. We send the right model or the missing piece at our cost, or refund you if you'd rather.
Tell us what's wrong

Changed my mind

Unused, unpainted models can come back within 30 days of delivery, in their original packaging. Unused means not assembled, primed, painted or changed in any way. You pay the return postage.

  1. Sign in with your email code, open the order and choose Request return.
  2. We check every request and reply within 1 business day with our return address.
  3. Post the models back to us with tracking.
  4. We refund the item price within 5 business days of it arriving, to your original payment method.

Can't see Request return? It only shows on delivered orders, for 30 days after delivery. Send us a message instead.

Tabletop Painted and custom work is made to your brief, so it can't come back for change of mind. If a return takes your order under the free gift spend, we may take the gift's price off your refund unless the gift comes back too.

Request a returnAsk us first

Tabletop Painted and custom work

Painted models and custom jobs are made to your brief, so they can't come back for change of mind. If something isn't right, we'll fix it.

  1. Within 30 days of delivery, send us photos and tell us what's wrong or what's different from your brief.
  2. We reply within 1 business day.
  3. We put it right: repaint, replace or refund.
Send photos

Something else

Tell us what's up and we'll reply within 1 business day.

Contact us

At a glance

  • Damaged or faultyReplaced or refunded, shipping included
  • Change of mindUnused, unpainted models within 30 days; you pay return postage
  • Painted & customMade to your brief, so fixed rather than returned
  • RefundsProcessed within 5 business days of your return arriving

Our refund policy

Last updated: 23 September 2026

Our promise

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

Damaged, faulty or not what you ordered

If a model arrives damaged, has a printing fault, or isn't what you ordered, contact us within 30 days of delivery with your order number and a photo. We'll send a replacement or refund you in full, including shipping. You don't need to send the damaged item back unless we ask.

Thin parts such as lances and spears can bend in the post. Resin flexes rather than snaps: dip the part in hot (not boiling) water for a few seconds and hold it straight while it cools. If anything has broken, we'll replace it.

Change of mind: unpainted models

Every model is printed to order for you. We're still happy to accept change-of-mind returns on unpainted models if:

  • you contact us within 30 days of delivery
  • the models are unused: not assembled, primed, painted or modified
  • you return them in their original packaging

You pay the return postage for change-of-mind returns. We refund the item price to your original payment method once the return arrives and is checked.

Tabletop Painted models and custom work

Tabletop Painted models and custom paint or design jobs are made to your brief, so we can't accept change-of-mind returns on them. If we didn't follow your brief, or the work is faulty, tell us within 30 days of delivery and we'll put it right: repaint, replace or refund.

Free gifts

If you return items and your order drops below the free-gift spend, we may deduct the gift's full price from your refund unless the gift is returned too.

How to start a return

  1. Sign in to your account, open the order and choose Request return. Or contact us with your order number.
  2. We'll reply within 1 business day with the return address and any label.
  3. Once the return arrives, we process your refund within 5 business days. Your bank may take a few more days to show it.

Exchanges

The fastest way to swap an item is to return the one you have and place a new order for the one you want.

Contact

Scale Command · Perth, Western Australia · Contact us

This page shows our refund policy.