Delivery, Returns & Refunds Policy
At Aircraft Buyer Models, we are committed to providing a seamless shopping experience for aircraft model enthusiasts. This policy outlines our procedures for delivery, returns, and refunds in accordance with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Delivery Information
We offer delivery across the UK and selected international destinations. Our delivery options include:
• Standard Delivery (3-5 working days): FREE (UK Mainland Only)
• Express Delivery (1-2 working days): £4.95
• International Delivery (varies by destination): Charges are calculated at checkout (excluding customs and taxes in the destination country)
Processing & Dispatch
• Orders for aircraft models and accessories are typically processed and dispatched within 24 hours of payment confirmation (excluding weekends and public holidays).
• Orders placed after 2:00 PM may be processed on the next working day.
• Once dispatched, you will receive an email confirmation with a tracking number.
Delays & Issues
If there are delays beyond our control (e.g., postal strikes, adverse weather conditions, or customs delays), we will notify you as soon as possible. If your order has not arrived within the estimated timeframe, please contact our customer service team.
Under the Consumer Rights Act 2015, all goods must be delivered within 30 days unless otherwise agreed. If your order has not arrived within this timeframe, you have the right to cancel your order and receive a full refund, regardless of the reason for the delay.
2. Returns Policy
You have the right to return an item within 14 days of receiving it, as per the Consumer Contracts Regulations 2013. This period allows you to inspect the aircraft model and decide if you wish to keep it. You do not need to provide a reason for returning an item within this period.
Eligibility for Returns
To qualify for a return, the item must be:
• Unused and in its original packaging
• In a resalable condition
• Accompanied by proof of purchase (e.g., order confirmation email or receipt)
• Not a custom-built or personalised aircraft model (unless faulty)
How to Return an Item
To initiate a return, contact our customer service team on our Help & Support page with your order number and reason for return. You will receive instructions on how to return the item.
Return shipping costs: Customers are responsible for return shipping unless the item is faulty, damaged, or incorrect, in which case we will cover the return shipping cost. We recommend using a tracked postal service, as we cannot be held responsible for lost returns.
Under the Consumer Contracts Regulations 2013, if you cancel your order within 14 days, we will refund both the item cost and the standard delivery charge (if applicable). However, additional delivery costs for express shipping options will not be refunded.
3. Refunds Policy
Once we receive and inspect your returned aircraft model or accessory, we will notify you of the approval or rejection of your refund.
Approved Refunds
If your refund is approved:
• Refunds will be issued to your original payment method within 14 days of receiving the returned item or proof of return.
• If the return is due to a fault, we will also refund the original delivery cost.
Non-Refundable Items
We do not offer refunds for:
• Items returned outside the 14-day return window (unless faulty)
• Used, damaged, or incomplete items (unless faulty on arrival)
• Custom-built or personalised aircraft models (unless faulty)
• Items that have been assembled or modified by the customer
Under the Consumer Rights Act 2015:
• If an aircraft model or accessory develops a fault within 30 days, you are entitled to a full refund.
• If a fault arises after 30 days but within six months, we will offer a repair or replacement. If a repair or replacement is not possible, you are entitled to a full refund.
If you have not received your refund within the expected timeframe, please check with your bank or payment provider before contacting us.
4. Exchanges
If you wish to exchange an aircraft model or accessory, return the unwanted item following our Returns Policy and place a new order for the desired item. This ensures stock availability and faster delivery.
If your item is faulty or incorrect, we will arrange an exchange at no additional cost to you.
5. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect aircraft model or accessory, please contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or refund at no extra cost, in line with the Consumer Rights Act 2015.
Your Rights on Faulty Items
• If a product develops a fault within 30 days, you are entitled to a full refund.
• If a fault occurs after 30 days but within six months, we will offer a repair or replacement.
• If a repair or replacement is not possible, you are entitled to a full refund.
We may request the faulty item to be returned for inspection before issuing a refund or replacement. If required, we will provide a pre-paid return label.
6. Non-Returnable Items
Certain items are non-returnable unless they are faulty. These include:
• Custom-built or personalised aircraft models
• Gift cards
• Clearance or sale items (unless faulty)
• Items that have been used, damaged, or modified by the customer
7. Digital Content (if applicable)
If you purchase digital content (e.g., aircraft model blueprints, instructional videos, or downloadable content), your rights under the Consumer Rights Act 2015 include:
• A right to a repair or replacement if the digital content is faulty.
• A partial refund if the fault cannot be fixed.
• A full refund if the fault makes the digital content unusable.
8. Contact Us
For any questions regarding deliveries, returns, or refunds, please contact our support team:
• Email: [ Email Address]
• Phone: [Phone Number]
• Address: [Business Address]
Our customer service team is available Monday to Friday, 9:00 AM – 5:00 PM (excluding public holidays). We aim to respond to all inquiries within 1-2 working days.
By purchasing from our website, you agree to our Delivery, Returns, and Refunds Policy. This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.