UNDERSTAND WHAT YOU'RE BUYING.
PlaMade curates and sells plastic model kits — some assembled, some pre-painted, all fragile by nature. These are not mass-produced consumer goods with standardised tolerances. They are collector pieces that require careful handling from the moment they leave the warehouse to the moment they reach your shelf.
By completing a purchase on PlaMade, you acknowledge that you have read and accepted the terms of this return policy in full.
WHAT WE DO NOT COVER
The following situations are not eligible for returns, refunds, or exchanges under any circumstances:
EXCEPTION: SEVERE DAMAGE WITH EVIDENCE
While we do not cover general transit damage, we recognise that occasionally parcels arrive in a condition that is clearly the result of extreme mishandling — crushed packaging, broken displays, shattered parts across the box.
In these exceptional cases, we may at our sole discretion offer a one-to-one exchange subject to the following conditions being met in full:
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Photograph Everything ImmediatelyBefore handling the kit, photograph the outer packaging, inner packaging, and the damaged item from multiple angles. Photos must clearly show the extent of damage.
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Contact Us Within 48 Hours of DeliveryEmail hello@plamade.com with your order number and photos attached. Subject line: DAMAGE CLAIM — [Order #]. Requests submitted after 48 hours will not be considered.
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Await Our ReviewWe will assess the evidence within 3–5 business days. We reserve the right to request additional documentation. Our decision on eligibility is final.
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Return the Damaged KitIf approved, we will provide a return shipping address. The damaged kit must be shipped back to us in its original packaging before a replacement is dispatched. Return shipping costs are the responsibility of the buyer.
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Replacement DispatchedOnce we receive and inspect the returned kit, a one-to-one replacement of the same item will be dispatched within 5–7 business days. If the exact item is no longer available, we will contact you to discuss an alternative.
INCORRECT ITEM SHIPPED
If you receive an item that is materially different from what you ordered (wrong kit, wrong grade, wrong variant), please contact us at hello@plamade.com within 7 days of delivery with your order number and a photo of the item received.
Where confirmed, we will arrange dispatch of the correct item as a one-to-one exchange. The incorrect item does not need to be returned unless specifically requested.
SPECIAL ORDER TERMS
Pre-orders may be cancelled for a full refund within 7 days of payment, provided fulfilment has not yet commenced. Once an order enters processing, cancellations are not accepted.
Commission builds that have received an approved WIP (work-in-progress) photo review prior to dispatch are not eligible for returns on paint, finish, or aesthetic grounds. The approval step is your final opportunity to raise concerns.
QUICK REFERENCE
| Situation | Resolution |
|---|---|
| Manufacturing defect from supplier | Not covered — contact kit manufacturer |
| Transit damage (general) | Not covered — risk disclosed at purchase |
| Severe transit damage with photo evidence within 48hrs | One-to-one exchange upon return of damaged kit |
| Opened or assembled product | Not eligible for return or exchange |
| Wrong item shipped | Correct item dispatched as one-to-one exchange |
| Change of mind | Not covered |
| Lost in transit (carrier confirmed) | One-to-one exchange after carrier investigation |