Refund policy

Returns & Refund Policy

1. Returns Period

Under UK law, you have the right to cancel your online order within 14 calendar days from the day you receive your goods.

2. Return Eligibility

To be eligible for a return:

  • The item must be in its original, unused condition, with all original packaging and labels.
  • Include all original packaging, labels, and accessories.
  • You must provide proof of purchase (e.g., order confirmation email or receipt).
  • Be securely packed to avoid damage during return shipping.

Returns that arrive damaged, incomplete, or not in resalable condition may be rejected or subject to a partial refund to account for lost value.

3. How to Start a Return

To start a return, please email us at customers@cbgunpla.com or use our contact form.
Please do not send any items back without prior approval.

Returns should be sent to: 15 Cranford Court, Woolston, Warrington, WA1 4RX

4. Return Shipping Costs

  • If the return is due to change of mind, sizing issues, or incorrect information provided by the buyer, return postage is the buyer’s responsibility.
  • Return postage and the original shipping cost are the buyer’s responsibility.
  • Any additional shipping upgrades (e.g., express or next-day delivery) and any customs/import duties are non-refundable.

5. Free Shipping and Deduction Policy

  • If you received free shipping, and the total value of your order falls below the free shipping threshold after the return, we will deduct the original shipping cost from your refund.

  • If your item included complimentary services such as gift wrapping, we reserve the right to deduct a fee of £5 from the refund to cover packaging materials and labour.

6. Faulty, Damaged or Incorrect Items

Please inspect your order upon arrival. If an item is faulty, damaged, or incorrect, please contact us within 72 hours of receipt with photos of the issue, and we will make it right.

7. Non-Returnable Items

We do not accept returns for the following:

  • Products sold as damaged, defective, or “B-grade” (e.g., box damage, missing parts, or items sold as non-functional)
  • Custom-made, personalised or pre-order products
  • Items used for commercial display, filming, or interior styling (B2B use)
  • Voluntary tips or gratuities added at checkout (non-refundable)

8. Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us.

8A. Order Consolidation & Shipping Adjustment

If multiple pre-order items become available at the same time, we may combine them into a single shipment to ensure efficient delivery.

Where applicable, a £5 store credit may be included in the parcel as a goodwill compensation for adjusted shipping arrangements.

Customers may request a refund of the equivalent shipping fee instead of store credit. In such cases, the store credit will be voided if it has not been used.

Requests for shipping fee adjustments should be made within 7 days of delivery to allow us to process them efficiently. This does not affect your statutory rights under UK consumer law.

9. Legal Jurisdiction

This returns policy is governed by the laws of England and Wales.