At Arrow Models we want happy customers and we sincerely hope that you are pleased with your purchase. We will always try to give the highest levels of customer service and after sales support. If you are unhappy with your order then please Contact Us and we will be very glad to resolve any issues.
Remember, we are here to help!
Orders shipped within the EU
If you have ordered the wrong product or just changed your mind, then in accordance with the EU Distance Selling Directive, you have 7 days from receipt of your order in which you can return any products for a refund or exchange. You must inform us by telephone or email before the end of this 7 day period. The products must then be despatched to us within this 7 day period, unopened and in their original condition. Charges will apply if any parts or packaging are missing or damaged. You are responsible for insurance and return delivery costs. Refunds will only cover the value of the products excluding any original delivery costs. Exchange products may incur another delivery charge.
Products received in a damaged condition
We take measures to try and eliminate the possibility of any damage in transit but on very rare occasions it may happen. If an order is received with obvious damage to the packaging and it is a signed delivery then please sign for the package as being received in a damaged condition pending inspection. If upon subsequent inspection you find that a product is actually damaged then please contact us immediately and we will then authorise a return if necessary. We will not accept returns purely for damage to packaging. Please note that any damaged packaging must be retained in case of a claim against the carrier.
If you believe that a product is faulty upon receipt or has developed a fault under warranty then please Contact Us and speak to one of our experienced staff because many issues are easily and quickly resolved without you having to return an item.
Products are normally covered by a manufacturer's warranty against defects in materials or workmanship. The length of warranty will vary by manufacturer and product but is usually three months unless otherwise stated. Warranty does not cover accidental damage, abuse or mis-use, incorrect adjustments, water ingress or normal wear and tear. Under the terms of the warranty and at our discretion, we will repair or replace any defective parts. Delivery charges for the return of a repaired item are not covered by any warranty and we may ask for payment.
If a returned product is deemed not to be faulty under warranty then we will advise you and we may offer a cost for repair.
Returns will not be accepted without prior authorisation. If we have agreed to refund the cost of the return then we will advise you which service to use. If you choose to use an express service then this will be at your cost. We recommend that you obtain proof of postage as we will not accept any responsibility if any product you return to us is lost in transit. Please ensure that products are adequately packed to prevent damage and include a copy of the original receipt or proof of purchase and details of the problem or reason for the return.
Please read the rest of our Terms and Conditions for further information.