Refund policy

Last updated: 5 October 2026

Your consumer rights

Australian Consumer Law protects your purchases, including digital products and sale items. This policy does not take away those rights.

For a major product problem, you can choose a refund or replacement. You may also keep the product and seek compensation for its reduced value. For a minor problem, we can provide a free repair or another appropriate solution. If we cannot fix it within a reasonable time, you have further rights, including a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss.

We will not apply the change-of-mind conditions below to a consumer guarantee claim. Your rights are not limited to 30 days, and original packaging is not required.

30-day change-of-mind returns for physical products

If you change your mind, contact us within 30 days of receiving your physical product. It must be unused and unmodified, with all supplied parts. Painting, assembly or other alteration makes it ineligible for this voluntary return option.

You pay return postage for a change-of-mind return. Pack the item securely. Once we receive it and confirm it meets these conditions, we will refund the product price to your original payment method. Original delivery charges are not refunded for change-of-mind returns. There is no restocking fee.

Faulty, damaged or incorrect products

Email us with your order number or other proof of purchase and a description of the problem. Photos can help, but are not a condition of your consumer rights. We may reasonably assess the product before arranging a solution.

If a consumer guarantee problem is confirmed, we will cover reasonable return postage. Keep your postage receipt. Please contact us for return instructions and the correct address.

Digital STL files

If a file is missing, corrupted or does not match its description, contact us. We will help resolve the issue and provide any remedy you are entitled to under consumer law. Downloading a file does not remove those rights.

For a digital change-of-mind request, contact us to discuss your circumstances. The 30-day voluntary physical return option does not apply to digital files.

Contact and refunds

Email luke.jones@sterlinghobby.co. We will explain the next steps and keep you informed. Refunds go to the original payment method unless we agree otherwise. Your payment provider may take additional time to display the refund.

Any other rights that apply under the law where you live are also preserved.