Refund policy

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, unopened or unused, with tags, and in its original packaging. You’ll also need the order number we sent you in your order confirmation email.

To start a return, you can contact us at sales@monstermodelsandgames.co.uk. Please note that returns will need to be sent to the following address:

Monster Models and Games
Ham Street Farm
Back Lane
Baltonsborough
Glastonbury
BA6 8QB
United Kingdom

If your return is accepted, you are responsible for returning the items to us at this address and at your cost. 

We provide free return shipping for any faulty, damaged, or incorrectly sent items.

You can always contact us for any return question at sales@monstermodelsandgames.co.uk
or telephone +44 (0) 7843 620082 

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, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods and custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at sales@monstermodelsandgames.co.uk.

We do not charge a restocking fee.