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

[400Yinzer]

I have to say this concept of returns is a bit weird for me too. I'm not sure I've ever returned a model. If there's a minor issue with one I just suck it up usually.

I, for one, have returned many models and do not feel guilty in the slightest. Sure, maybe it’s a cultural thing, but I work hard for my money and if something I spend it on comes damaged - I do not think it is unreasonable to expect that situation to be fixed.

Of course, returns are usually a hassle on both ends, and if it’s something I can fix with a dab of super glue, I gladly will. But if something is snapped or has significant paint damage, you can guarantee I’m asking for a return - and unfortunately this has happened more times than I can recall off the top of my head.

 

[Jazajia]

Their shipping is also more than TWICE as much as what it is for JetCollector. You are just paying for shipping both ways, even if you don't return it. Thats not exactly a deal.

Touché ... MTS also doesn't have permanent discount codes and doesn't offer any type of free shipping. They are also not shy at all about pricing many of their items above MSRP.

Do I fault them for that? Not at all, they price models correctly from a business standpoint.

Many collectors don't realize it, but competition among the plethora of newer online retailers benefits you hugely. Many models are sold at almost non-existent margins.

MTS also has a brick-and-mortar shop, and they run a distribution business. Your average online retailer has fewer tools, other than pricing, to compete.

 

[Jazajia]

I, for one, have returned many models and do not feel guilty in the slightest. Sure, maybe it’s a cultural thing, but I work hard for my money and if something I spend it on comes damaged - I do not think it is unreasonable to expect that situation to be fixed.

You are correct. When I was saying that I had a hard time returning things, I was thinking about returning used things that were not defective. But I agree, in the world of e-commerce, one has to be able to return damaged or defective items.

In the case of Asian shops, most also operate physical stores and are used to customers checking the models before buying them. When it comes to online sales, they are too wary of fraud and have decided that losing one customer is a fair price to pay to avoid falling for scams (such as the customer damaging the item after delivery, etc.).

I hope you know that if you ever receive a damaged item from me, you can count on me making things right

 

[400Yinzer]

You are correct. When I was saying that I had a hard time returning things, I was thinking about returning used things that were not defective. But I agree, in the world of e-commerce, one has to be able to return damaged or defective items.

In the case of Asian shops, most also operate physical stores and are used to customers checking the models before buying them. When it comes to online sales, they are too wary of fraud and have decided that losing one customer is a fair price to pay to avoid falling for scams (such as the customer damaging the item after delivery, etc.).

I hope you know that if you ever receive a damaged item from me, you can count on me making things right

Oh 100% I know that - you’re one of the best in the business and always appreciate your fantastic customer service! You know I’ll keep coming back

 

[pons399]

Not sure if they still do, but in the past MyHobbyHouse in Malaysia inspected models before shipping.

This was true as of mid-2025. Unsure if it’s still a thing.

 

[YesterAirlines]

I, for one, have returned many models and do not feel guilty in the slightest. Sure, maybe it’s a cultural thing, but I work hard for my money and if something I spend it on comes damaged - I do not think it is unreasonable to expect that situation to be fixed.

Of course, returns are usually a hassle on both ends, and if it’s something I can fix with a dab of super glue, I gladly will. But if something is snapped or has significant paint damage, you can guarantee I’m asking for a return - and unfortunately this has happened more times than I can recall off the top of my head.

That's fine (and what I'm about to say isn't aimed at you at all), although the definition of damaged is I think key here. Everyone works hard for their money but these are not made of gold. They are relatively cheap mass produced models. Very few models come with absolutely no QC issues if you look hard enough. If they did they'd always be getting 10/10 in that section of my reviews.

I am constantly surprised by all the 'broken' models people are receiving, especially when the volume of models they are buying is relatively low. I've got 168 new models this year (sorry if that sounds like a brag) but I can only think of one that came with a broken part requiring a return (and ironically that was one NG sent me). Barely any came with issues at all. Maybe a wing loose here and there but no paint damage I can recall - not even from AC this year.

I'm buying mainly from Jet Collector, Bedfordshire Diecast and random Chinese taobao stores or Indonesia. The models are often travelling long distances yet arrive fine. That was the same when I lived in NZ - 100% of the models crossed the Pacific (and most came from Waffle).

QC in 400 scale isn't bad enough to require multiple returns a year if you're buying 30 models unless the store sending them is dire (although I admit I can't speak for Gemini products much) or collector standards are out of whack with the base standard of 400 scale. Some of the returns I've seen and heard about from retailers are laughable.

 

[400Yinzer]

That's fine (and what I'm about to say isn't aimed at you at all), although the definition of damaged is I think key here. Everyone works hard for their money but these are not made of gold. They are relatively cheap mass produced models. Very few models come with absolutely no QC issues if you look hard enough. If they did they'd always be getting 10/10 in that section of my reviews.

I am constantly surprised by all the 'broken' models people are receiving, especially when the volume of models they are buying is relatively low. I've got 168 new models this year (sorry if that sounds like a brag) but I can only think of one that came with a broken part requiring a return (and ironically that was one NG sent me). Barely any came with issues at all. Maybe a wing loose here and there but no paint damage I can recall - not even from AC this year.

I'm buying mainly from Jet Collector, Bedfordshire Diecast and random Chinese taobao stores or Indonesia. The models are often travelling long distances yet arrive fine. That was the same when I lived in NZ - 100% of the models crossed the Pacific (and most came from Waffle).

QC in 400 scale isn't bad enough to require multiple returns a year if you're buying 30 models unless the store sending them is dire (although I admit I can't speak for Gemini products much) or collector standards are out of whack with the base standard of 400 scale. Some of the returns I've seen and heard about from retailers are laughable.

Sure they’re not made of gold and that is understood when purchasing, but I’m also not talking about misprintings, wrong color choices, etc. that you might ding the QC score on in one of your reviews (though I know other collectors do try to get away with this sort of nonsense) - I think my standard for a return, of damage beyond what I can fix, is not unreasonably high. I would venture to guess that I have a higher threshold of what I would attempt to fix before asking for a return too.

I agree with you that the reasons people return models are often laughable. As an eBay seller, I’ve been burned by dumb returns and its very frustrating (thankfully eBay allows me to block these people ).

Maybe it’s just being unlucky (these are just estimates) but I receive almost 10-20% of models damaged and half of those I have to end up returning. A loose wing or stabilizer? Sure, no problem, I can easily fix that. But often times that is accompanied by ripping the paint off around the joint with the detached piece which is too much damage for me to accept. And any metallic pieces that break not at a bonded joints are also definite returns. Notably, I’ve had this issue lately on several HX 747 wing pylons.

I know, as you said, that you’re not coming for me but just thought I would try to add some context for the rate at which I receive defective models.

 

[JJ Skippy]

…although I admit I can't speak for Gemini products much…

I haven’t had any issues with GJ the last couple years to warrant return/refund requests. I only had one model with a detached wing, but that was an easy fix since the paint wasn’t damaged. I know others here recently shared some broken GJs, but it is interesting how that’s the case elsewhere while I seem to get lucky. I mainly buy GJs from PandaFox since I typically get them new, so part of me thinks they only receive the good ones, but I have acquired new releases through other stores in that span with no issues too.

Interestingly, in this same timeframe, I’ve ran into similar problems more often with other brands like NG and Phoenix, despite my low purchase volume from them.

 

[YesterAirlines]

Sure they’re not made of gold and that is understood when purchasing, but I’m also not talking about misprintings, wrong color choices, etc. that you might ding the QC score on in one of your reviews (though I know other collectors do try to get away with this sort of nonsense) - I think my standard for a return, of damage beyond what I can fix, is not unreasonably high. I would venture to guess that I have a higher threshold of what I would attempt to fix before asking for a return too.

I agree with you that the reasons people return models are often laughable. As an eBay seller, I’ve been burned by dumb returns and its very frustrating (thankfully eBay allows me to block these people ).

Maybe it’s just being unlucky (these are just estimates) but I receive almost 10-20% of models damaged and half of those I have to end up returning. A loose wing or stabilizer? Sure, no problem, I can easily fix that. But often times that is accompanied by ripping the paint off around the joint with the detached piece which is too much damage for me to accept. And any metallic pieces that break not at a bonded joints are also definite returns. Notably, I’ve had this issue lately on several HX 747 wing pylons.

I know, as you said, that you’re not coming for me but just thought I would try to add some context for the rate at which I receive defective models.

Gotcha. Your posties sound like they're rough with boxes!

 

[MIAv8Diecast]

I haven’t had any issues with GJ the last couple years to warrant return/refund requests. I only had one model with a detached wing, but that was an easy fix since the paint wasn’t damaged. I know others here recently shared some broken GJs, but it is interesting how that’s the case elsewhere while I seem to get lucky. I mainly buy GJs from PandaFox since I typically get them new, so part of me thinks they only receive the good ones, but I have acquired new releases through other stores in that span with no issues too.

Interestingly, in this same timeframe, I’ve ran into similar problems more often with other brands like NG and Phoenix, despite my low purchase volume from them.

I see what you did there

 

[MIAv8Diecast]

The actual return policy in writing can be a bit misleading if we're simply going to rank retailers by what they have posted and if we simply recognize that their policies are more of an insurance policy to protect their business interests and rightfully so. In most cases I have rarely had a retailer enforce what they have in writing on me and have been more than willing to help me out if I'm being kind, reasonable and respectful. I don't think this thread is necessarily a fair judgment on anyone.

 

[400Yinzer]

Gotcha. Your posties sound like they're rough with boxes!

Sometimes I think when they see a package addressed to me, they give it an extra special drop kick into my mail box

 

[squatchys_diecast_hangar]

To jump in, our return policy is written to discourage buyers remorse, more or less, hence our restock fee. We have actually never had to enforce that fee either. We also rarely have anyone trying to return either. Ours is written to essentially inform the buyer that factory imperfections and small defects are non returnable. Models are assembly line made and factory flaws will occur. We do our absolute best to look with the naked eye to ensure nothing egregious stands out. We don’t pull on wings or stabilizers to see if the factory used enough glue. Things happen in transit, most are very fixable on the buyer end with a little superglue at the handy.
As one of the minority in physical retailers, we incur expenses that all the online retailers don’t, and as Jorge says, we run on very small profit margins and unnecessary returns would eat into those margins, and why we will never offer free shipping or a forever coupon or discount code. We base our business model on selection, customer service. We have refunded folks if they really have had a problem, or offered them full value in in-store credit for a future purchase. So a lot of retailers may do things behind the scenes that aren’t often talked about or broadcast publicly. That’s fine to produce a list, but doesn’t probably tell the whole story when talking about one on one scenarios with returns or exchanges. But I will say that all the restocking fees are just that, buyers remorse after an order has been processed. Retailers incur a great deal of fees with credit card processors, website platforms, PayPal fees,etc…. So there is our 2 cents.