Refund policy

Last updated: June 2026

Return & Withdrawal Eligibility

Your EU right of withdrawal

If you bought from us as a consumer in the EU, you have 14 days from receiving your order to withdraw from your purchase without giving a reason, except where an item is exempt (see below). To start, use the Withdraw from a Purchase link in our website footer, or email us. You confirm your request and order details in two short steps, and we send you an email confirmation. No account or login is needed.

Which items can be withdrawn

Most of our kits are printed to order. Whether the 14-day withdrawal right applies depends on how much we have personalised the kit for you:

• In-stock items: 14 days from delivery to request a return, no reason needed. Items must be undamaged and in original packaging.
• Bronze (DIY Ready): cleaned, cured and quality-checked, with no custom finishing. Eligible for withdrawal within 14 days. If the kit has been worked on (sanded, primed, glued or painted), we deduct any resulting loss of value from your refund.
• Silver (Detail Ready) and Gold (Paint Ready): we sand, fill, prime and/or pre-assemble these to your chosen options. This finishing work makes them personalised to you, so under EU law (Directive 2011/83/EU, Article 16(c)) they are exempt from the 14-day withdrawal right.
• Any kit with a custom option (custom-tinted effect parts, a chosen primer colour, or pre-assembly) is personalised and exempt, whatever the finish tier.

If you are not sure whether your order qualifies, send a withdrawal request anyway and we will confirm. Defective items are always covered, regardless of finish tier, under the EU Consumer Rights section below.

Items NOT eligible for return or withdrawal:

• Silver and Gold finish kits, and any kit with custom or personalised options
• Primed or painted products (customised items)
• Items damaged by customer use
• Items not in original packaging or condition

Reporting Defects

1. Contact us immediately at store@remerlinds.com
2. Include photos clearly showing the defect or damage
3. Provide a detailed description of the issue
4. We will assess your claim within 2 business days

Our Resolution Process

1. Replacement parts first: for minor damage, we may send replacement parts rather than requiring a full return
2. Full product return: required only for major defects or when replacement parts are not suitable
3. Return shipping: we cover return shipping costs only when a full product return is required
4. Assessment required: all defect claims must be confirmed before return authorization

Return Process for Defective Items

1. Get authorization: contact store@remerlinds.com with photos before returning anything
2. Wait for instructions: we will provide return instructions if your claim is accepted
3. Use provided label: return using the shipping label we provide
4. Original packaging: items must be returned in original packaging when possible

Important: items sent back without prior authorization will not be accepted.

Returning a Withdrawn Order

For eligible withdrawal returns (see above), once we confirm your request we send return instructions. Please return the kit unworked and in its original packaging where you can. You are responsible for return shipping on withdrawal returns. We refund within 14 days of receiving the goods back, less any loss of value from handling beyond what is needed to check the item.

Refunds

Refund Timeline

• Inspection: we inspect returned items within 3 business days of receipt
• Notification: you will be notified if your refund is approved
• Processing: approved refunds are processed within 14 days to the original payment method
• Bank processing: allow an additional 3-5 business days for bank or credit card processing

What We Refund

• Full product cost for defective items, and for items covered by the 14-day right of withdrawal that are returned to us after prior authorization
• Original shipping costs if the item was defective on arrival
• Return shipping costs when we required a full product return of a defective item (not for right-of-withdrawal returns)

What We Don't Refund

• Return shipping costs for non-defective items, including right-of-withdrawal returns
• Original shipping costs for customer-preference returns
• Any loss of value where a withdrawn kit has been worked on beyond checking its nature and characteristics

Not considered defects: we primarily use dark grey resin but may substitute light grey or beige resin based on supplier availability. This does not affect product quality and is not grounds for return.

European Union Consumer Rights

Your Rights for Defective Items

Under EU law, you have a 2-year legal guarantee against:

• Manufacturing defects
• Printing defects
• Items not matching our description
• Materials defects

This 2-year guarantee for defects applies to all kits, including made-to-order and personalised items, and is separate from the 14-day right of withdrawal.

Exchanges

We do not offer exchanges. If you need a different item:

1. For defective items: contact us for a replacement or refund
2. For a different product: place a new order (the original order cannot be changed once printed)

Contact Information

Dispute Resolution

If you are not satisfied with our resolution:

1. Contact us first at store@remerlinds.com
2. EU consumers can use the redress platform: https://consumer-redress.ec.europa.eu/index_en
3. This policy is governed by Dutch law and EU consumer protection regulations