Refund policy
Returns and Refund Policy
Returns and Refunds
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@vanguardmodels.com. Returns should be sent to the following address: 70b High Street, Cinderford, Gloucestershire, United Kingdom, GL14 2SZ.
If your return is accepted, you must cover the delivery costs to send the product back. However, if the refund is due to a Vanguard Models error, we will cover the cost.
If the product does not meet your expectations, please note:
- After we receive your item, we will inspect it and process your refund.
- Refunds will be issued to the original payment method used during the purchase. Credit card refunds may take 5–10 business days to appear on your statement.
- If the product is damaged, or the return is initiated after the 30-day window, we cannot accept it for a refund.
For any return or refund questions, please contact us at sales@vanguardmodels.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We’ll evaluate the issue and resolve it as quickly as possible.
If an issue arises with damaged parts or materials, we kindly ask you to provide photographs of the problem when contacting us to request a replacement.
Replacement Parts
While we strive to provide kits of the highest standard, timber is a natural product, and occasional imperfections may occur. Please reach out with photographs, and we will endeavor to replace defective items promptly.
If you break or damage a part during construction, we can replace the entire sheet containing the part. In this case, a charge will be applied for the sheet, plus postage and packing (P&P).
Order Cancellations
If you need to cancel your order or pre-order, we will issue a full refund. This applies to non-shipped pre-orders only. If your order has already been shipped, you will be responsible for the shipping and return costs if we have covered them. No exceptions.
Duties and Fees
For orders shipped outside the UK:
- Customers are responsible for any duties or fees imposed by customs. These charges depend on parcel value and your country’s customs regulations.
- Vanguard Models cannot mark down or undervalue shipments, as this is illegal.
Please address any duties and fees with your country’s customs office.
Product Improvements
We are committed to continuously improving our products. On occasion, kits may be updated to enhance their quality or account for material availability. Changes will be listed on the website with updated product descriptions and version numbers. Instructions for legacy versions of kits will be available upon request.
European Union 30-Day Cooling-Off Period
For orders shipped within the European Union, you have 30 days to cancel or return your order for any reason. Your item must be in the same condition as received, including all original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you regarding the approval of your refund.
- Approved refunds will be issued to your original payment method within 10 business days.
- Please allow time for your bank or credit card company to process the refund after issuance.
If more than 15 business days have passed since your refund was approved, contact us at sales@vanguardmodels.com
Note: Please note that our kit warranties only apply to the original buyer, and do not extend to re-sale kits. If you require any parts for such a kit, they will be at cost to the customer, per whole parts sheet. Vanguard Models will also not supply further sets of plans or manuals.