At 18-43.com, we want every collector to be satisfied with their purchase. This Return Policy explains how returns, refunds and damaged or incorrect items are handled when you buy collectible scale model cars, diecast models, resin models, gift certificates and related products from our online store.
1. General Return Conditions
If you are not satisfied with your order, please contact us at sales@19-43.com within 14 days after receiving your order.
To be eligible for a return, the product must be:
unused;
undamaged;
complete;
in its original packaging;
returned with all accessories, certificates, display cases, inserts and protective materials, where applicable.
Scale model cars are collectible items. Original packaging, model boxes, display cases and certificates are part of the product value. Please handle all packaging carefully if you may wish to return the item.
2. Non-Returnable Items
The following items may not be eligible for return unless they are defective, damaged during delivery or incorrectly supplied:
used or damaged products;
products with damaged or missing original packaging;
products with removed seals, opened blister packaging or modified display cases;
special order items;
personalized or custom products;
digital gift certificates;
promotional or clearance items marked as final sale.
If you are unsure whether a product can be returned, please contact us before sending it back.
3. How to Request a Return
To request a return, please use the Product Returns section in your customer account.
Step 1: Go to your account
Log in to your account on 18-43.com and open:
My Account → View your return requests
or go to the return request page from your order/account area.
Step 2: Complete the order information
Please fill in the required order details:
First Name
Last Name
E-Mail
Telephone
Order ID
Order Date
Some fields may be filled in automatically if you are logged in and the return request is created from your order history. Please check that all information is correct before submitting the request.
Step 3: Select the product
In the Product Information section, select the product you would like to return from your order.
If the product is not filled in automatically, please provide:
Product Name
Product Code
Quantity
Please make sure the product name and product code match the item from your original order.
Step 4: Choose the reason for return
Select the most suitable reason for your return request:
Dead On Arrival
Faulty, please supply details
Order Error
Other, please supply details
Received Wrong Item
If you select Faulty or Other, please provide a clear explanation in the details field.
Step 5: Confirm whether the product is opened
Please indicate whether the product has been opened:
Yes
No
For collectible scale model cars, the original packaging, display case, certificates, inserts and protective materials are part of the product value. Please keep all packaging in good condition until your return request has been reviewed.
Step 6: Attach a product photo
Please attach a product photo where possible, especially if the item is damaged, faulty, incorrect or incomplete.
For damaged products, we recommend attaching clear photos of:
the scale model car;
the original product box or display case;
the protective packaging;
the outer shipping box;
any visible damage.
Photos help us review your return request faster and, if necessary, file a claim with the shipping carrier.
Step 7: Add details
Use the Faulty or other details field to describe the issue.
Please include useful information such as:
what happened;
what part of the product is damaged or incorrect;
whether the model car, packaging or display case is affected;
whether any parts, accessories or certificates are missing;
whether the shipping box was damaged on arrival.
Step 8: Accept the Return Policy and submit the request
Before submitting the form, please confirm that you have read and agreed to the Return Policy.
Then click Submit to send your return request.
After your request has been submitted, we will review the information and contact you with the next steps. Please do not send the product back until you receive return instructions from us. Returns sent without prior approval may be delayed or refused.
4. Return Shipping
Unless the return is caused by our mistake or by a defective product, return shipping costs are the responsibility of the customer.
We recommend using a tracked and insured shipping method. Collectible scale model cars can be fragile, and the customer is responsible for the product until it is received by us.
The product must be packed securely to prevent damage during return shipping. If a returned item is damaged due to poor packaging, we may refuse the return or reduce the refund amount.
5. Refunds
Once we receive and inspect the returned product, we will notify you about the approval or rejection of your refund.
If the return is approved, the refund will usually be issued to the original payment method. Processing times may vary depending on the payment provider or bank.
Shipping costs, payment processing fees, customs duties, import taxes and other local charges are generally non-refundable unless the return is due to our error or a defective product.
6. Damaged Items
If your order arrives damaged, please contact us as soon as possible at sales@18-43.com.
Please provide:
your order number;
photos of the damaged product;
photos of the product packaging;
photos of the outer shipping box;
a short description of the damage.
This information is required so we can review the case and, if necessary, file a claim with the shipping carrier.
Depending on the situation, we may offer a replacement, partial refund, full refund, store credit or another appropriate solution.
7. Incorrect Items
If you receive a product that is different from the item you ordered, please contact us at sales@18-43.com.
We will review the issue and provide instructions. If the mistake was made by us, we will cover the reasonable return shipping cost and arrange a replacement, refund or other suitable solution.
8. Missing Items
If an item is missing from your order, please contact us within 7 days after delivery.
Please include your order number and photos of the received package and all contents. We will review the case and contact you with the next steps.
9. Exchanges
Direct exchanges may be possible depending on product availability. If the requested replacement item is unavailable, we may offer a refund, store credit or an alternative product.
Because many collectible model cars are limited or low-stock items, we cannot guarantee that the same product will be available for exchange.
10. International Returns
International customers are responsible for return shipping costs, customs documentation and any duties or taxes related to return shipment, unless the return is due to our error or a defective product.
Please mark the package correctly as a returned item according to your local postal or courier requirements. We are not responsible for customs delays or charges caused by incorrect return documentation.
11. Gift Certificates
Digital gift certificates are generally non-refundable once issued, unless required by applicable law or unless there was an error in processing the order.
If you experience a problem with a gift certificate code, please contact us and include the certificate code, order number and recipient email address where applicable.
12. Contact Us
If you have questions about returns, refunds, damaged products, incorrect items or collectible scale model cars purchased from 18-43.com, please contact us:
Email: info@18-43.com
Website: https://18-43.com