Returns Policy
Returns and refunds are not automatically granted and must be reviewed and approved by both the customer and our support team.
When submitting a return or refund request, customers must provide:
- Their order number
- A description of the issue
- Supporting evidence, where applicable (such as photos or videos)
All claims will be assessed individually. Approval may depend on factors including:
- The nature of the issue
- The condition of the item
- The evidence provided
- The time elapsed since delivery
We reserve the right to decline requests where the policy conditions are not met.
Model Rocket Engines (Motors)
Model rocket engines are classified as hazardous goods for shipping and are expensive to transport safely.
For this reason:
We cannot accept physical returns of rocket motors once they have been shipped.
However, in the rare event that a rocket motor is defective, we will offer a full refund for the affected motors.
To request a refund for defective rocket motors, customers must provide clear evidence of the defect. Acceptable evidence may include:
- A video showing the malfunction
- Photographs of the motor
- Images of a damaged motor casing
- Other supporting documentation showing the defect
- Once the issue has been reviewed and verified, we will process the appropriate refund.
Faulty or Incorrect Items
If you receive an item that is:
- Faulty
- Damaged during delivery
- Incorrect compared to your order
- Please contact us within 14 days of receiving the order with details and supporting evidence so we can investigate and resolve the issue.
Depending on the situation, we may offer:
- A replacement
- A partial refund
- A full refund
Evidence Requirements
To help us process claims fairly and efficiently, we may require supporting evidence such as:
- Photos or videos of the issue
- Images of packaging
- Images of damaged items
- Order confirmation details
- Failure to provide sufficient evidence may result in the request being declined.
Refund Processing Time
Once a refund has been approved and issued, payments processed through Shopify's payment system may take up to 10 working days to appear on your bank or card statement.
This timeframe depends on your bank or card provider and is outside of our control.