This Returns & Refunds policy was last updated on May 20, 2026.
Not happy with your model? Or arrived damaged? Here’s everything you need to know about returns, refunds, and your statutory right to withdraw — in plain language, no surprises.
1. Quick summary
You have 14 days from delivery to return any model for a full refund — your statutory EU right. We cover return shipping for damaged or wrong items; you pay only for change-of-mind returns. You choose how to be compensated: replacement, exchange, store credit, or full refund. Original packaging matters — a full refund needs the original window box, foam insert, and certificate of authenticity.
2. How to return your model
Returning a model is straightforward. Contact us first to get a Return Merchandise Authorization (RMA) number, then pack and ship. We process refunds quickly.
- Contact us. Email contact@models118.com with your order number and the reason for return. For damaged items, attach the 3 photos described in section 3. We respond within 24 hours on business days.
- Get your RMA number. We send you an RMA number and return shipping address. Do not ship anything without this number — packages without RMA may be refused.
- Pack the model. Place the model in its original packaging (window box, foam insert, certificate of authenticity, all accessories). Add an outer shipping box with bubble wrap or foam padding. Diecast models are fragile.
- Ship and track. Use a tracked shipping service. For change-of-mind returns, you pay return shipping. For damaged or wrong items, we cover it — we send a prepaid label. Keep your tracking number.
3. If your model arrives damaged
Diecast models are fragile, and despite our careful double-box packaging, shipping accidents happen. If your model arrives damaged or you receive the wrong item, we make it right at no cost to you.
Report within 48 hours
You must report damage within 48 hours of delivery (per carrier tracking timestamp). After 48 hours, we may not be able to claim insurance from the courier, which limits what we can offer you.
Required photos (3 types)
- Outer shipping box — show all sides, including any visible damage or carrier label.
- Inner packaging — the foam insert or bubble wrap inside the outer box.
- Model damage — close-up of the broken or damaged part.
Your options for damaged items
- Replacement — same model, if in stock (most common).
- Exchange — different model of equal value, or pay/refund the difference.
- Store credit — for future purchases.
- Full refund — original payment method, including original shipping cost.
We pay all costs. Return shipping is free (prepaid label from us). You keep the damaged model unless we specifically ask for it back for an insurance claim.
4. Packaging requirements
Collectible diecast models are valued not only for the model itself but also for the original packaging — window box, foam insert, certificate of authenticity (COA), and any included accessories. The condition of these affects your refund amount.
Full refund (100%)
- Original packaging in mint or near-mint condition.
- All accessories included (COA, display stand, documentation).
- Model not displayed permanently, no fingerprints or marks.
- Factory seals intact (if applicable).
Partial refund (typically 80%)
- Packaging missing, torn, or significantly damaged.
- COA missing.
- Model shows handling marks.
- Accessories missing.
Why we deduct value: original packaging makes up 15-30% of a collectible model’s market value. We may need to discount the model for resale. This deduction is allowed under EU Consumer Rights Directive Article 14.2 as “diminished value” handling.
You may always inspect the model as you would in a shop — open the box, examine the model — without affecting your refund. Just avoid handling that leaves permanent marks or removes seals.
5. Pre-orders
Pre-orders for upcoming models from Norev, GT Spirit, Minichamps, IXO, OttOmobile and other manufacturers can be cancelled at any time before we ship your order. You receive a full refund to your original payment method, with no deposit forfeiture and no cancellation fee.
To cancel a pre-order, email contact@models118.com with your order number. We confirm cancellation within 24 hours on business days.
Once your pre-order ships, standard return rules apply: you have 14 days from delivery to return for any reason (statutory withdrawal right), or report damage within 48 hours for free replacement.
Pre-orders are not separately “locked” to allocation — you keep full flexibility until the model leaves our warehouse.
6. Refund timing and methods
Once we receive your returned model and verify its condition, we process your refund within 5 business days. The statutory EU maximum is 14 days, but we aim to be much faster.
You choose how to be compensated:
- Original payment method — money back to your card, PayPal, or bank account used at checkout. Includes the original delivery cost for full returns.
- Store credit — applied to your account for future purchases. Available immediately on approval, before we receive the returned model.
- Replacement — same model, if available.
- Exchange — for a different model. We refund or charge the price difference.
Refund currency: refunds are issued in the same currency as your original payment, at the original exchange rate — not the current rate. No hidden conversion losses.
7. International orders
If you’re outside the European Union (UK, Switzerland, Japan, USA, Australia, etc.), the same 14-day return window applies.
Customs duties and import taxes paid on the original delivery are not refundable by us — you may be able to reclaim them from your local customs authority. Check your country’s customs website.
Return shipping costs and any customs fees for sending the model back to Poland are your responsibility for change-of-mind returns. For damaged or wrong items, we cover return shipping and provide guidance on customs paperwork.
8. Frequently asked questions
How long do I have to return a model?
You have 14 days from the day you receive your order to return any model for a full refund. For pre-orders, you can cancel at any time before we ship. For damaged items, you must report damage within 48 hours of delivery.
Do I need the original packaging to get a refund?
You get a full refund (100%) if you return the model in its original packaging with all accessories. If the packaging is missing, torn, or significantly damaged, we issue a partial refund (typically 80%) to cover the loss in resale value.
Who pays for return shipping?
For damaged, defective, or wrong items, we pay return shipping (we send a prepaid label). For change-of-mind returns — you simply don’t want the model — you pay return shipping.
When will I get my refund?
We process refunds within 5 business days of receiving your returned model. The money appears on your card or PayPal within 1-3 business days after that (varies by bank). Store credit is available immediately on approval.
Can I exchange a model for a different one?
Yes. You can request an exchange when initiating your return. We refund or charge the price difference. Exchange shipping for the new model is free if the original return was due to damage or wrong item.
My model arrived broken. What do I do?
Take 3 photos within 48 hours: (1) the outer shipping box, (2) the inner packaging, (3) the damaged part of the model. Email them to contact@models118.com with your order number. We send a replacement, exchange, store credit, or full refund — your choice — at no cost to you.
9. Start a return
Email contact@models118.com with your order number — we respond within 24 hours on business days.
Below this section: your full statutory right of withdrawal under EU law.
10. Your statutory right of withdrawal
As a consumer purchasing from our online store, you have the legal right to withdraw from a distance contract within 14 days, without giving any reason. This right is granted by Directive 2011/83/UE of the European Parliament and of the Council on consumer rights, and applies to all collectible models sold by Models118.
11. Withdrawal period
The withdrawal period expires 14 days after the day on which you — or a third party other than the carrier indicated by you — acquires physical possession of the goods.
For orders containing multiple items delivered separately, the period begins on the day you receive the last item.
12. How to exercise your right of withdrawal
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement (for example, a letter sent by post or an email). You may use the model withdrawal form in section 15 below, but it is not obligatory.
Send your withdrawal statement to:
J&L Models Katarzyna Tyła
Ogrodowa 66B
42-202 Częstochowa, Poland
Email: contact@models118.com
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.
13. Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
14. Returning the goods
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the 14-day period has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. In practice: you may inspect the model as you would in a shop, but please avoid handling that leaves permanent marks, damages the original packaging, or removes any factory seals.
15. Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: J&L Models Katarzyna Tyła, Ogrodowa 66B, 42-202 Częstochowa, Poland — Email: contact@models118.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ____________________________
Ordered on / received on: ____________________________
Name of consumer(s): ____________________________
Address of consumer(s): ____________________________
Signature of consumer(s) (only if this form is notified on paper): ____________________________
Date: ____________________________