The retailers that will "take care of you" or not when there's an issue with an order

[TrijetBlast]

I would like to compile a list of retailers that will take care of you when there's an issue with an order, that is whether the model you received is defected, badly creased or damaged box, missing or broken parts.

What I refer as the sour or rotten apples: Some retailers once they earned your money they will run away and regardless what kind of issues you have they won't take care of you or be responsible, whether it's a cause of their mistakes like poor packing or other factors causing damages.

What I refer as the sweet apples: Some retailers that value customer service as priority and if there's an issue they'll response in a timely manner. In fact they will even cover the return shipping cost by providing a return shipping label at no cost.

For the return shipping cost coverage, I see that there are not so many retailers offer that. It's not that there is none but just a very few.

Based on my past purchase experiences, MTS Aviation is one of the stores I have purchased numerous times with the best after-sale policy and covers return shipping cost should there's a problem with an order. They would send me a return shipping label at no cost and all I need is to drop it off at the shipper.

So, with those said here's a list of retailers that I have purchased before that fully take care of customers, some don't, or some in between. I would be cautious of buying from those retailers with a bad policy in the future unless I have no choice and be prepared to gamble if something goes wrong will have a lost.


1. MTS Aviation: 14 days. Covers return shipping cost
2. Diecast Airplane Store: 30 days. 15% restocking fee. Days of return does not specify. Return shipping coverage varies by condition
3. eztoys: 7 days. 15% restocking fee. Does not cover return shipping cost
4. Jetcollector: 7 days. 20% restocking fee. Does not cover return shipping cost
5. PandaFox: 14 days. Covers return shipping cost
6. Aviation Retail Direct: 10 days. Does not cover return shipping cost
7. Aviation Megastore: 14 days ONLY for European customers. Does not cover return shipping cost
8. Collector Wings Shop Hong Kong: Refund or return not allowed
9. MyHobbyHouse Malaysia: Refund or return not allowed
While I am on this subject, I believe most Asian retailers do not offer return or refund policy. Not sure if it's because they're teeny tiny operations and cannot justify the coverage.

Any other retailers to share please post, whether good or bad
Any others you would like to add please share

 

[JJ Skippy]

I looked through a few US retailers for their return policy and here’s what they say.
- Texan Airplane Store: 7 days, 20% restocking fee. Refund of purchase price only.
- Wildcat Diecast: 7 days, 25% restocking fee. Refund of purchase price only.
- Waffle Collectibles: 7 days. Refund of purchase price only. Sale items non-returnable.
- Squatchy’s Diecast Hangar: 7 days, 25% restocking fee. Approved requests only.
- The Flying Mule: 14 days, 15% restocking fee. Shipping costs refunded on non-discounted rates.

 

[berttheburger]

For me waffle was very good as althought they sent me the wrong model they resent the correct one and allowed me to keep the incorrect order

 

[swagninja84]

I have exchanged a model for free with JetCollector, so I looked up their policy. You posted their "I changed my mind policy", not "I got a broken model"

This is their policy:
We guarantee all items we sell are free of manufacturing defects (other than inconspicuous manufacturing defects not visible to the naked eye) for 7 days after receipt. Should you receive a defective item, please contact us via email at [email protected]. We will approve the return, provide an RMA and forward a return label. Returned items must be in their original packaging and the same condition as received.

 

[TrijetBlast]

I looked through a few US retailers for their return policy and here’s what they say.
- Texan Airplane Store: 7 days, 20% restocking fee. Refund of purchase price only.
- Wildcat Diecast: 7 days, 25% restocking fee. Refund of purchase price only.
- Waffle Collectibles: 7 days. Refund of purchase price only. Sale items non-returnable.
- Squatchy’s Diecast Hangar: 7 days, 25% restocking fee. Approved requests only.
- The Flying Mule: 14 days, 15% restocking fee. Shipping costs refunded on non-discounted rates.

Does any of these stores offer free return shipping label?

 

[TrijetBlast]

For me waffle was very good as althought they sent me the wrong model they resent the correct one and allowed me to keep the incorrect order

You had to pay for your own shipping to return right?

 

[TrijetBlast]

I have exchanged a model for free with JetCollector, so I looked up their policy. You posted their "I changed my mind policy", not "I got a broken model"

This is their policy:
We guarantee all items we sell are free of manufacturing defects (other than inconspicuous manufacturing defects not visible to the naked eye) for 7 days after receipt. Should you receive a defective item, please contact us via email at [email protected]. We will approve the return, provide an RMA and forward a return label. Returned items must be in their original packaging and the same condition as received.

You have to pay out of pocket on shipping to return the model with Jetcollector.

That's what MTS Aviation stands different than many other stores because MTS provides you free return shipping label.

Jetcollector is just the same as eztoys or others, whatever condition whatever reason that you are returning an item you will have to pay for your own shipping to return.

 

[swagninja84]

You have to pay out of pocket on shipping to return the model with Jetcollector.

That's what MTS Aviation stands different than many other stores because MTS provides you free return shipping label.

Jetcollector is just the same as eztoys or others, whatever condition whatever reason that you are returning an item you will have to pay for your own shipping to return.

No you don't. If they send you a model that is broken, they send you a free return label.

 

[Thingswithwings]

No you don't. If they send you a model that is broken, they send you a free return label.

This was my experience too. They were great to work with.

 

[bakejobb_23]

No you don't. If they send you a model that is broken, they send you a free return label.

can concur - I was sent a return label from her collector and I didn’t have to pay anything to send my broken model back!

 

[Charter]

AVIATION CENTER BERLIN, best in the world.
- Shipping time in Europe: 3-4 days (excluding Saturday and Sunday, in that case you have to wait two days more).
- Shipping fee in Europe: 10 euros with DHL.
- Communication: top, all the staff answer to your mail for questions, requests, problems in about real time (excluding Sunday, when closed). They also answer to phone calls.
- Before to ship the order the staff send you a mail with the list of the airplanes you have ordered asking if it is right or there Is something to change.
- In each moment you can change your list because YOU HAVE NOT TO PAY WHEN PREORDERING THE MODELS! And this Is a very important thing, the most important thing for me: not paying when preordering buy paying when the models are really available! No doubts, no time for "strange things", no time for not-clear-movements.
- PayPal invoice clear and in time for your requests.
- If a model received in the batch has problems or Is broken you can send back the model: you pay the shipping but the cost will be refund with the next order or if/when you ask for a new model back and, of course, you will not pay for the new model.
- No time for discussions and argue: you have a problem, they ask how to solve It, you share your idea and position, they solve the problem!
- Extreme care in preparing the package and in making the models safe inside.
- Seriousness, professionalism, maximum transparency, what we ask to each retailer especially when our money (a lot of money!) are sent before to receive something.
- Herpa: 20% discount
- Gemini, Phoenix and JCWings: 10% discount
- NGModels: no discount
( Of course discounts depend on the type of client you are).
- Good client? A present usually for your birthday and for Christmas Eve.

My idea and impression is that they say "our clients are the most important thing, your money are important, you send your important money before receiving a batch costing from 50 to 1.600 euros (my most important single batch of the past!) so we absolutely take care of your money, your batch of models and your satisfaction like customer and client".

Source: my 30 years experience with them and with many of the other retailers in the list above.

Second retailer in my opinion: Aviationmegastore (Holland).

"Your money are important to you and to us, and your satisfaction is fundamental".
The fundamental difference between a friendly shop and a mere merchant who only cares about money and doesn't care about the customer.

 

[berttheburger]

You had to pay for your own shipping to return right?

I dont think so no, it might be cos im an international buyer and the model is to small and low valued

 

[keji833]

For me waffle was very good as althought they sent me the wrong model they resent the correct one and allowed me to keep the incorrect order

same waffle is the GOAT, no gimmicks, fast response, also fix mis takes fast and even let you keep wrong model.

 

[Nyup88]

Not sure if they still do, but in the past MyHobbyHouse in Malaysia inspected models before shipping. I was once offered a replacement model from their catalog because one of the models I had ordered had a small scratch and it was their last one in stock. Obviously it doesn't help if the model is damaged in transit, but I thought it was good service at the time.

 

[ChairFlyer101]

Waffle has paid for my return shipping when there is an issue every time. And they’re pretty prompt too. My experience with Asian retailers is I’ve never had to exchange because they seem to take the inspection a lot more seriously.