Returns & Refunds | Call us: +351914442894

Returns & Refunds


What should I do if I am not satisfied with my purchase - Decree-Law DL 24 2014?

If you want to exchange or return items, you can go to our warehouse / Showroom, or contact us within 14 days from the date of receipt, which will provide you with information about the exchange process / devolution. In no case send the articles without prior contact as they will not be received.

The return of articles must respect the following conditions:

Restitution of items in good condition, in sales condition without any mark of use (wear or other parts) or damage, with original packaging and accompanied by the respective invoice.

Exchanges or returns of personalized items or specially ordered and at the customer's request to the supplier are not accepted.

Exchanges or returns of replacement / repair parts ordered specially and at the customer's request to the supplier are not accepted.

If the packaging is damaged and the items have evident marks of use, we will not be able to accept the exchange or the refund of the value.

After contacting and given the return instructions, you must send us the item properly packed, with original packaging, to our address:

Fire Scale Modeler / Atelier

Rua dos Moleiros, plot 14 - Varatojo

2560-237 Torres Vedras

We alert you to some conditions in case of exchange

If you choose to return the amount we inform you that:

The refund is made by the same payment method (according to the will shown by the Client). In the case of a transfer, we ask that you provide us with a NIB so that we can make the return faster.

Shipping costs to our address are borne by the customer. In the case of returns due to customer dissatisfaction, the refund will be for the value of the goods excluding postage or other expenses in the purchase.

Fire Scale Modeler will collect collections depending on the situation presented, without any additional cost, for customers injured by the transport or technical problem detected.

The return will only be made after technical verification of the product's condition and verification of compliance with the conditions described above.

What should I do if I receive damaged packaging or items?

In the event that the shipping package is damaged, you should check its contents at the time of delivery and submit the complaint to the carrier, contacting us later. You should also contact us if you received a package in good condition but the items are still damaged.

What should I do if the articles have technical problems?

In the event that your articles have technical problems, please contact us. We will attempt to resolve the issue by phone or email before replacing it.

You can also visit ours at our warehouse / Showwroom

If the item is a single unit or has been ordered from the manufacturer specifically at your request, it will be sent to the manufacturer for replacement or repair.

If the technical check detects marks of misuse, and / or any problem that may have caused the article to malfunction (eg, drop, humidity, misuse) you will be contacted to indicate whether you want to return the item on current status or if you want us to send the device to the brand's Technical Assistance, which is subject to a repair quote.

If the invoice is more than 14 days old, your item will be sent to the brand's Technical Assistance under the Warranty.

All equipment is covered by the 2 Year Manufacturer Warranty, guaranteed by the respective brands.

In the case of equipment outside the warranty period, Fire Scale Modeler also provides Technical Assistance, so you can contact us for information on the process of sending defective or damaged items for repair. The articles will be analyzed by our Technical Assistance, who will issue a technical opinion and respective repair budget, if that is the case. Repairs only begin after the Client has accepted the quote.