If something is not right, or you have simply changed your mind, here is where you stand.
Changed your mind
You have 14 days from the day your order arrives to tell us you want to cancel, and a further 14 days to send it back. Email jordan@irongatescenery.co.uk and we will confirm the return address.
Items need to come back unused and in a condition we can sell on. Resin and PLA models are fragile, so please pack them the way they reached you.
We refund within 14 days of the goods getting back to us, to the payment method you used, and that includes the standard delivery you paid to receive the order. Return postage is yours to cover unless the item is faulty or we sent the wrong thing.
Faulty, damaged or wrong item
If something arrives broken, turns out to be faulty, or is not what you ordered, email us within 30 days with a photograph and we will replace it or refund it in full, postage both ways included. Resin does sometimes come off worse in transit. Tell us and we will sort it out.
This does not affect your rights under the Consumer Rights Act 2015, which run well beyond 30 days for faults that show up later.
Bespoke and made-to-order printing
Our Hero Forge and bespoke printing service makes items to your specification, so once printing has started the 14-day cancellation right does not apply to them. Ordinary products from our range are not affected by this, even though we print many of them to order, and carry the full cancellation right above.
If a bespoke print arrives faulty or does not match what was agreed, it is covered exactly like anything else.
Collecting at a show
Orders collected from us at a show work the same way. The 14 days run from the day you collect.
Starting a return
Email jordan@irongatescenery.co.uk with your order number and what has gone wrong. We will confirm the return address and what to do next.