Returns and Refunds

• 60 daysTo return any unopened kit
• Parts replaced freePostage included, nothing to send back
• Faulty? We payAll postage covered when it's our mistake
• Refunds within 14 daysUsually 2–3 working days after it arrives

How to start a return

1. Get in touchUse our contact form or the chat, or call 0333 015 6933, with your order number and the kit you're returning.
2. We reply within one working dayYou'll get the return address and a returns reference.
3. Tell us within 60 days of delivery, then post it back within 14 days of our replyPack the kit in an outer box so the retail box arrives undamaged, and use a tracked service.
4. Get your refundIt goes back to your original payment method within 14 days of us receiving it.

60-day change of mind

Changed your mind, or bought a gift that turned out to be a double? You have 60 days from the day your order is delivered to return any unopened kit for a refund of the price you paid for it. If you return it within the first 14 days, your legal cancellation period, we also refund the standard delivery charge you paid. This is a voluntary byChapters™ promise that sits alongside your statutory rights and never replaces them.

Return condition

To qualify for the 60-day refund the kit must be unopened: the outer box sealed or, where it arrived without a seal, with every component bag still sealed and nothing removed. A kit in that condition can be sold to another builder, which is what makes the long window possible. Kits that have been opened, started or partly assembled aren't covered by the 60-day promise; see Opened kits below.

Return postage

For change-of-mind returns you pay the return postage, wherever you're returning from. Please use a tracked service and keep your proof of posting; the parcel is your responsibility until it reaches us. If you're returning from outside the UK, mark the customs declaration as "returned goods" so no import charges arise. If your item arrived faulty, damaged or incorrect, we cover all postage wherever you are, so you'll never be out of pocket for our mistake.

Refund processing

Refunds go back to your original payment method within 14 days of us receiving the return. In practice that's usually 2–3 working days after it arrives. Your bank or card provider may take a further 3–5 working days to show the funds.

Opened kits

Once a kit is opened it can't be resold, so opened or started kits aren't covered by the 60-day promise. You still have your legal right to cancel under the Consumer Contracts Regulations 2013: tell us within 14 days of the day after delivery, then return the kit within 14 days of telling us. We'll refund the price and the standard delivery charge. Where a kit has been handled more than was needed to inspect it (bags opened, parts removed, glue used) we may make a deduction for the loss in value. If a kit was opened because something was wrong with it, that's a faulty-goods case and none of this applies; see below.

Pre-orders

You can cancel a pre-order at any time before it's dispatched, and we'll refund you in full. Once it has been delivered, the same return rights apply as for any other kit.

Missing, damaged or faulty parts

Parts replaced free. If a piece is missing, faulty, incorrect or damaged in delivery, or breaks while you're building the kit for the first time, tell us and we'll send a replacement free, postage included. There's no time limit and you don't need to send the kit back. If we can't source a part, we'll offer an equivalent part, a replacement kit or a refund. Accidental damage after your build is finished isn't covered, but we'll supply parts at cost where we can. This is on top of your legal rights. See Missing or Damaged Parts for what to include.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or not what you ordered, contact us as soon as you can (photos of the item and packaging help). Under the Consumer Rights Act 2015 you can reject it for a full refund within 30 days of delivery. After that you're entitled to a repair or replacement, and if that doesn't put things right, a refund or a price reduction. We'll always offer whichever you'd prefer, with all postage covered.

Exclusions

The 60-day promise doesn't cover kits that have been opened or started, or digital instruction manuals once sent. Nothing on this page affects your statutory rights.

Cancellation form

You don't have to use this form to cancel: any message that tells us you want to cancel is enough. If you'd like to use it, copy the text below into a message through our contact form.

Last updated: 6 October 2026