Shipping policy
Returns and Refunds
We want you to be satisfied with your purchase from Diorama Hobbies. Please review the following policy before requesting a return.
30-Day Return Period
Return requests must be submitted within 30 days after the order is delivered. Before returning an item, please contact us through our store’s contact page to receive return authorization and instructions.
Returns sent without prior authorization may not be accepted.
Return Eligibility
To qualify for a return, products must be:
- Unused
- Unpainted
- Unmodified
- Returned with all original components
Products that have been painted, assembled, cut, sanded, glued, altered, damaged after delivery, or are missing components are not eligible for return.
Clearance and Final-Sale Products
Products identified as clearance or final sale are nonreturnable and nonrefundable unless the product is defective or Diorama Hobbies sent the incorrect item.
Customer-Error and Change-of-Mind Returns
For eligible domestic returns resulting from ordering the wrong product or scale, changing your mind, or another customer-related reason, Diorama Hobbies will provide an authorized return shipping label and pay 50% of its cost.
The remaining 50% of the return-label cost will be deducted from the merchandise refund. The original shipping charge is nonrefundable.
Customers must use the authorized return label provided by Diorama Hobbies to receive the shared return-shipping benefit. Independently purchased postage will not be reimbursed.
Incorrect or Defective Products
If Diorama Hobbies sends an incorrect or defective product, we will cover the applicable shipping costs. The problem must be reported within seven days after delivery.
Please include clear photographs of the product and, when applicable, its packaging. We will provide return or replacement instructions after reviewing the request. If a return is required, Diorama Hobbies will provide a prepaid return label at no cost to the customer.
Products Damaged During Shipping
Shipping damage must be reported within seven days after delivery. Please retain the product, shipping container, and packaging materials and provide clear photographs of the damage and packaging so that we can evaluate the claim.
International Returns
International customers are responsible for the full cost of return shipping when the return results from ordering the wrong product or scale, changing their mind, or another customer-related reason. The 50% return-shipping offer applies only to eligible domestic returns.
Diorama Hobbies will cover applicable return shipping costs when we send an incorrect or defective product.
Original shipping charges, customs duties, import taxes, brokerage charges, and other government or carrier fees are nonrefundable.
Exchanges
We do not process direct exchanges. To obtain a different product or scale, return the eligible item according to this policy and place a new order.
Refund Processing
Returned products will be inspected after they are received. If the return is approved, the applicable refund will be issued to the original payment method within five to seven business days after inspection.
The original shipping charge and any applicable return-shipping deduction will not be refunded. Your bank or payment provider may require additional time to post the refund to your account.
Incorrect Addresses and Unclaimed Packages
Customers are responsible for providing a complete and accurate shipping address. If an order is returned because of an incorrect or incomplete address, refusal, or failure to claim or collect the package, the customer is responsible for any return and reshipping costs.
International orders refused or returned because customs duties, taxes, or other import charges were not paid are subject to the same conditions. Any carrier fees charged to Diorama Hobbies may be deducted from the merchandise refund.
Packages Marked as Delivered
If tracking indicates that a package was delivered but it cannot be located, please contact us promptly. We will assist with the appropriate carrier investigation. A delivered tracking status does not automatically qualify an order for a refund or replacement.
Order Cancellations
Cancellation requests may be submitted before an order ships, but cancellation is not guaranteed. Order preparation may begin before a shipping notification is issued. Once an order has shipped, it must be handled according to this return policy.
Requesting a Return
To request a return, contact Diorama Hobbies through our store’s contact page and include your order number, the products being returned, and the reason for the request. Do not mail products back until you receive return authorization and instructions.