Refund and Returns Policy


Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. This does not apply to our warranty support which will continue for 12 months after purchase and may still be accepted after several years (at our support teams discretion).

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

  • Gift cards (when available)
  • Downloadable instructions or support materials

To complete your return, we require a receipt or proof of purchase. This can be provided in the form of a .jpg, or .pdf via email ahead of returning the item, and a printed copy should be included in the return packaging.

Please do not send your purchase back to us without first contacting our support team at: or alternatively our warranty team:

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund ‘this may take up to 7 days after receipt of the item(s)’

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. This may require a member of our team contacting you again.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Returns & Warranty team, Online Models Ltd, 79 Morton Terrace, Gainsborough, Lincolnshire, DN21 2RG.

Shipping returns

To return your product, you should mail your product to: Returns & Warranty team, Online Models Ltd, 79 Morton Terrace, Gainsborough, Lincolnshire, DN21 2RG.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns. for Warranty questions please email: