Refund policy
Last updated: July 29, 2026
We want collectors to receive the model kit or detail set they ordered in good condition. This Return & Refund Policy explains how to request a return, report a damaged or incorrect item, and receive an approved refund.
30-day return window
You may request a return within 30 days after your order is delivered. To be eligible, the product must be unused, unassembled, unpainted, unglued, unmodified, and returned with all parts, instructions, decals, accessories, and original packaging. Proof of purchase is required.
Start a return before sending anything
Email service@ssmodel.com with your order number, the product you want to return, and the reason for the request. If the request concerns damage, missing parts, or an incorrect item, include clear photographs of the item, packaging, and shipping label.
Do not send a return without authorization. After approval, we will provide the correct return facility address and instructions for your order. Returns sent to an unapproved address might be delayed or refused.
Damaged, defective, incomplete, or incorrect items
Please inspect your parcel soon after delivery and contact us as soon as possible if the item was damaged in transit, is defective, has missing parts, or is not the item ordered. We will review the photographs and order details, then offer an appropriate solution such as replacement parts, a replacement product, a partial refund, or a return for refund.
When we confirm that an item is damaged, defective, incomplete, or incorrect, SSMODEL will provide or reimburse the approved return method where a return is required.
Change-of-mind returns
For an approved change-of-mind return, the customer is responsible for tracked return shipping and for ensuring that the product arrives safely. Original shipping charges and optional expedited shipping charges are not refundable unless required by applicable law or the return results from our error.
Items that cannot be returned
- Products that have been assembled, painted, glued, sanded, cut, modified, or used.
- Products with missing parts, damaged packaging, or incomplete accessories not caused by delivery damage.
- Custom-scale, made-to-order, personalized, or specially commissioned products after production has begun.
- Gift cards and products clearly marked as final sale.
- Digital files or downloadable products after access or delivery, except where required by law.
If you are unsure whether a product is eligible, contact us before returning it.
Pre-orders and cancellations
Contact us promptly if you need to cancel a pre-order. We will try to cancel it before production or fulfillment begins. Cancellation might not be possible after a made-to-order or pre-order product has entered production, been allocated, or been dispatched. This does not limit any rights that cannot be excluded under applicable consumer law.
Exchanges
To avoid inventory delays, the usual exchange process is to return the eligible item and place a new order after the return is approved. If an incorrect or damaged item was supplied, contact us first so we can arrange the appropriate resolution.
Refund processing
We will notify you after the authorized return is received and inspected. If approved, the refund will be issued to the original payment method within 10 business days. Your bank, card provider, PayPal, or other payment provider might need additional time to post the refund.
If more than 15 business days have passed since we confirmed approval of your refund, email service@ssmodel.com.
European Economic Area cooling-off rights
If an order is shipped to a consumer in the European Economic Area, the customer may have a legal right to withdraw from the purchase within 14 days without giving a reason. Returned products must be complete and in the condition required by applicable law. Statutory exceptions, including certain customized goods, may apply. Nothing in this policy limits mandatory consumer rights.
Contact
SSMODEL LIMITED
Hong Kong B.R. No. 79853355
Email: service@ssmodel.com