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
- Sign in to your account, open the order and choose Request return. Or contact us with your order number.
- We'll reply within 1 business day with the return address and any label.
- 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