This Returns & Refunds policy was last updated on 20 May 2026.
Changed your mind, or has your model turned up damaged? This page covers returns, refunds, and your statutory right to cancel — set out clearly, with no small print.
1. Quick summary
You have 14 days from delivery to return any model for a full refund — your statutory right to cancel. We cover return postage for damaged or wrong items; you pay only for change-of-mind returns. You choose how you’re put right: replacement, exchange, store credit, or full refund. Original packaging matters — a full refund needs the original window box, foam insert, and certificate of authenticity.
2. How to return your model
Returning a model is straightforward. Get in touch first for a Return Merchandise Authorisation (RMA) number, then pack and post. We process refunds quickly.
- Get in touch. Email contact@models118.com with your order number and the reason for return. For damaged items, attach the 3 photos described in section 3. We reply within 24 hours on working days.
- Get your RMA number. We’ll send you an RMA number and the return address. Don’t post anything without this number — parcels without an RMA may be refused.
- Pack the model. Place the model in its original packaging (window box, foam insert, certificate of authenticity, all accessories). Add an outer shipping box with bubble wrap or foam padding. Diecast models are fragile.
- Post and track. Use a tracked postage service. For change-of-mind returns, you pay return postage. For damaged or wrong items, we cover it — we send a prepaid label. Keep your tracking number.
3. If your model arrives damaged
Diecast models are delicate, and even with our careful double-box packaging, accidents in transit do happen. If your model turns up damaged or it’s the wrong item, we’ll sort it out at no cost to you.
Report within 48 hours
Please report any damage within 48 hours of delivery (we go by the courier’s tracking timestamp). Beyond 48 hours, we may be unable to make an insurance claim against the courier, which limits what we can offer.
Required photos (3 types)
- Outer shipping box — show all sides, including any visible damage or courier label.
- Inner packaging — the foam insert or bubble wrap inside the outer box.
- Model damage — a close-up of the broken or damaged part.
Your options for damaged items
- Replacement — the same model, if in stock (most common).
- Exchange — a different model of equal value, or pay/refund the difference.
- Store credit — for future purchases.
- Full refund — to your original payment method, including the original postage cost.
We cover all costs. Return postage is free (we send a prepaid label). You keep the damaged model unless we specifically ask for it back for an insurance claim.
4. Packaging and your refund
Collectible diecast models are valued not just for the model itself but also for the original packaging — the window box, foam insert, certificate of authenticity (COA), and any accessories included. The condition of these affects your refund amount.
For a full refund (100%)
- Original packaging in mint or near-mint condition.
- All accessories included (COA, display stand, documentation).
- Model not displayed permanently, with no fingerprints or marks.
- Factory seals intact (where applicable).
Partial refund (usually 80%)
- Packaging missing, torn, or badly damaged.
- COA missing.
- Handling marks on the model.
- Accessories missing.
Why we deduct value: original packaging makes up 15-30% of a collectible model’s market value. We may need to discount the model for resale. This deduction is permitted under the Consumer Contracts Regulations 2013 as handling for “diminished value”.
You’re always free to inspect the model as you would in a shop — open the box, examine the model — without affecting your refund. Just avoid handling that leaves permanent marks or removes seals.
5. Pre-orders
Pre-orders for upcoming models from Norev, GT Spirit, Minichamps, IXO, OttOmobile and other manufacturers can be cancelled at any time before we dispatch your order. You’ll receive a full refund to your original payment method, with no deposit forfeited and no cancellation fee.
To cancel a pre-order, email contact@models118.com with your order number. We’ll confirm the cancellation within 24 hours on working days.
Once your pre-order is dispatched, the standard return rules apply: you have 14 days from delivery to return it for any reason (your statutory right to cancel), or report damage within 48 hours for a free replacement.
Pre-orders aren’t separately “locked” to an allocation — you keep full flexibility until the model leaves our warehouse.
6. Refund timing and methods
Once we’ve received your returned model and checked its condition, we process your refund within 5 working days. The statutory maximum is 14 days, but we aim to be much quicker.
You choose how you’re put right:
- Original payment method — money back to the card, PayPal, or bank account you used at checkout. Includes the original delivery cost for full returns.
- Store credit — applied to your account for future purchases. Available straight away on approval, before we receive the returned model.
- Replacement — the same model, if available.
- Exchange — for a different model. We refund or charge the difference in price.
Refund currency: refunds are issued in the same currency as your original payment, at the original exchange rate — not the current one. No hidden conversion losses.
7. International orders
If you’re outside the European Union (the UK, Switzerland, Japan, the USA, Australia, and so on), the same 14-day return window applies.
Customs duties and import taxes paid on the original delivery aren’t refundable by us — you may be able to reclaim them from your local customs authority. Check your country’s customs website.
Return postage and any customs charges for sending the model back to Poland are down to you for change-of-mind returns. For damaged or wrong items, we cover the return postage and help you with the customs paperwork.
8. Frequently asked questions
How long do I have to return a model?
You have 14 days from the day you receive your order to return any model for a full refund. For pre-orders, you can cancel at any time before we dispatch. For damaged items, you must report the damage within 48 hours of delivery.
Do I need the original packaging to get a refund?
Return the model in its original packaging with all the accessories and you’ll get a full refund (100%). If the packaging is missing, torn, or badly damaged, we issue a partial refund (usually 80%) to cover the drop in resale value.
Who pays for return postage?
If the item is damaged, faulty, or wrong, we cover return postage with a prepaid label. If you’ve simply changed your mind about the model, return postage is down to you.
When will I get my refund?
We process refunds within 5 working days of receiving your returned model. The money appears on your card or PayPal within 1-3 working days after that (depending on your bank). Store credit is available straight away on approval.
Can I exchange a model for a different one?
Yes. You can request an exchange when you start your return. We refund or charge the difference in price. Exchange postage for the new model is free if the original return was due to damage or a wrong item.
My model arrived broken. What do I do?
Take 3 photos within 48 hours: (1) the outer shipping box, (2) the inner packaging, (3) the damaged part of the model. Email them to contact@models118.com with your order number. We’ll send a replacement, exchange, store credit, or full refund — your choice — at no cost to you.
9. Start a return
Email contact@models118.com with your order number — we reply within 24 hours on working days.
Below this section: your full statutory right to cancel under UK consumer law.
10. Your statutory right to cancel
As a consumer buying from our online shop, you have the legal right to cancel a distance contract within 14 days, without giving any reason. This right is granted by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and applies to all collectible models sold by Models118.
11. Cancellation period
The cancellation period runs out 14 days after the day you — or a person other than the carrier you have nominated — acquire physical possession of the goods.
Where an order contains several items delivered separately, the period starts on the day you receive the last of them.
12. How to exercise your right to cancel
To exercise your right to cancel, you must tell us of your decision by way of a clear statement (for instance, a letter sent by post or an email). You can use the Model Cancellation Form in section 15 below, but it isn’t compulsory.
Send your cancellation notice to:
J&L Models Katarzyna Tyła
Ogrodowa 66B
42-202 Częstochowa, Poland
Email: contact@models118.com
To meet the cancellation deadline, it is sufficient that you send your communication concerning your exercise of the right to cancel before the cancellation period expires.
13. Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery we offer), without undue delay and in any event no later than 14 days after the day on which we are informed of your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent the goods back, whichever is the earliest.
14. Returning the goods
You must send the goods back or hand them to us without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send the goods back before the 14-day period has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. In practice: you may inspect the model as you would in a shop, but please avoid handling that leaves permanent marks, damages the original packaging, or removes any factory seals.
15. Model Cancellation Form
Complete and return this form only if you wish to cancel the contract.
To: J&L Models Katarzyna Tyła, Ogrodowa 66B, 42-202 Częstochowa, Poland — Email: contact@models118.com
I/We [delete as appropriate] hereby give notice that I/We cancel my/our contract of sale of the following goods: ____________________________
Ordered on / received on: ____________________________
Name of consumer(s): ____________________________
Address of consumer(s): ____________________________
Signature of consumer(s) (only if this form is notified on paper): ____________________________
Date: ____________________________