Returns and Refunds

28-day change of mind

Changed your mind? No problem. We offer a voluntary 28-day change-of-mind period, which runs from the day your order is delivered. This sits alongside — and does not replace — your statutory rights.

Return condition

To qualify for a change-of-mind refund, the set must be unused and unbuilt, with the internal piece bags unopened, and returned in its original packaging. Sets that have been partially built, or returned with opened internal bags or missing packaging, may be refused or refunded at a reduced amount to reflect their condition.

Return postage

For change-of-mind returns, you cover the return postage — we recommend a tracked service, as the parcel remains your responsibility until it reaches us. If your item arrived faulty, damaged or incorrect, we cover all postage costs.

How to start a return

1. Email hello@buildmoc.co.uk or use our contact form, quoting your order number.
2. We will reply within one working day with the return address and instructions.
3. Post the item back within 14 days of our reply.

Faulty, damaged or incorrect items

If anything arrives damaged, faulty or not as ordered, contact us within 48 hours of delivery if you can (photos of the item and packaging help us resolve things fastest). We will offer a replacement, missing-piece resolution or a full refund including postage — your choice. Often we can fix the problem without you returning anything. For missing pieces specifically, see our Missing or Damaged Pieces page.

Refund processing

Refunds are issued to your original payment method within 14 days of us receiving the return — in practice usually within 2–3 working days of it arriving. Your bank may take a further 3–5 working days to show the funds.

Exclusions

We cannot accept change-of-mind returns of digital instruction manuals once sent, or of sets that have been built or partially built. None of the above affects your statutory rights under the Consumer Rights Act 2015 — faulty items are always our responsibility.