Refund policy
1. Stocked Items
Stocked items may be returned within 30 days of delivery, provided they are in original condition with all packaging and included materials.
To start a return, email themodelshop@pacmin.com with your order number. We will issue a return authorisation and shipping instructions. Returns sent without authorisation may not be accepted.
Return shipping is the customer's responsibility unless the return results from our error. We recommend insured, tracked shipping. Models are fragile, and items damaged in return transit cannot be refunded.
Refunds are issued to the original payment method within 10 business days of our receiving and inspecting the return. Original shipping charges are not refunded.
2. Limited Edition and Made-to-Order Models
These models are produced specifically for the orders received during their order window and are not eligible for the 30-day return window above.
You may cancel any time before the order window closes. After the window closes and production is allocated, orders cannot be cancelled or returned.
This does not affect your right to a refund in the following situations:
- The stated minimum order requirement is not met and the edition does not go into production. All orders are cancelled and refunded automatically.
- We cannot ship within our estimated window and you would rather not wait. See Estimated Production and Delivery Timelines in our Terms and Conditions.
- We make a material change to the specifications before production. See Provisional Specifications in our Terms and Conditions.
- Your model arrives damaged, defective, or is not what you ordered. See below.
3. Damaged, Defective, or Incorrect Items
Please inspect your model within 7 days of delivery.
If it arrived damaged, is defective, or is not what you ordered, email themodelshop@pacmin.com with your order number and photographs of the model and the outer packaging. Keep all packing materials until the claim is resolved — carriers require them.
We will repair, replace, or refund at no cost to you, including shipping. Manufacturing defects discovered after this window are covered by our One-Year Limited Warranty.
4. Personalised Items
Models with custom base imprinting are produced to your specification. Once you approve the imprint preview we send you, the imprint is final, and the model cannot be returned or exchanged on the basis of the imprint text.
This does not affect your rights if the model arrives damaged or defective, or if the imprint does not match the preview you approved.
5. Refused International Shipments
If an international shipment is refused or abandoned because import duties and taxes were not paid, or because the recipient did not complete customs clearance, we will deduct our original shipping cost, return freight, and any customs penalties from any refund issued. Where the model is not returned to us, no refund is available.
Import duties and taxes are the recipient's responsibility. See our Shipping Policy.
5. Contact
Pacmin Studios
Attn: Returns
2021 Raymer Ave.
Fullerton, CA 92833
*Last updated: September 2, 2026*