Refund Policy
We want you to be thrilled with your new model car! If for any reason you're not completely satisfied, here's what you need to know about returns and refunds:
You have 20 days from the date you receive your order to request a return. Unfortunately, we cannot accept returns or offer refunds or exchanges after this 20-day period.
Eligibility for Returns
To be eligible for a return, your model car must meet the following criteria:
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It must be unopened and unused and in the same condition you received it. This means it should be free from any signs of handling or display.
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It must be returned in its original packaging, including all protective materials, accessories, and any accompanying documentation.
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You must provide a receipt or proof of purchase, such as your order number or confirmation email.
Sealed items that have the possibility of containing a chase model are not eligible for return. If you wish to avoid receiving a chase model when purchasing a sealed product, please indicate this in the remarks section at checkout. I will open and verify the item before shipping, but please note that all opened products remain non-refundable.
Initiating a Return
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Please contact us at tensminicarproject@gmail.com within the 20-day return period to initiate your return. Please provide your order number and a brief explanation of the reason for the return.
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We will review your request and provide you with instructions on how to proceed, including the return address.
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Please do not send items back to us without prior authorization. Unauthorized returns may not be accepted.
Damages and Issues
We take great care in packaging your models. However, please be aware that minor imperfections can sometimes occur during the manufacturing process. These can include slight variations in paint, small printing flaws, or minor inconsistencies that are inherent to the production of detailed scale models. Unless the issue is a significant defect (e.g., missing parts, large areas of damage) that wasn't stated prior to purchase, we are generally unable to accept returns or offer refunds for these minor cosmetic imperfections.
If you receive a model car that is defective, damaged, or if you received the wrong item, please contact us immediately with photos of the issue. We will assess the situation and work quickly to resolve it by offering a replacement (if available) or a refund.
Exceptions / Non-Returnable Items
Certain items are not eligible for return, including:
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Items that have been opened or used (unless they are defective or damaged upon arrival).
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Sale items or discounted products (unless they are defective or damaged upon arrival).
Refund Process
Once your returned item is received and inspected, we will notify you via email whether your refund has been approved or rejected. If approved, your refund will be processed and credited back to your original method of payment within a certain number of business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
Return Shipping
Unless the item is defective, damaged upon arrival, or we sent you the wrong item, you will be responsible for paying your own shipping costs for returning your item. Original shipping costs are non-refundable.
If you are shipping an item over a certain value (e.g., £50), we recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Exchanges
We generally only offer exchanges for items that are defective or damaged upon arrival, or if you received the wrong item. If you need an exchange, please contact us to discuss the options.