At Vallejo Shop, we stand behind the quality of every HO Scale train, Bandai Gundam kit, Badger airbrush, and hobby supply we sell. We want you to be completely satisfied with your purchase. If something isn’t quite right, our hassle-free return and exchange policy is here to help.

Our Policy

We accept returns and exchanges for most new, unused items within 15 days of the date you receive your order. All returned items must be in their original packaging and in resalable condition.

Please Note: Due to hygiene and safety reasons, we cannot accept returns or exchanges on opened adhesives, paints, decals, brushes, or applicators. These items are considered final sale once their original packaging has been opened or compromised.

How to Initiate a Return or Exchange

To start the process, please follow these steps:

  1. Contact Our Team: Within 15 days of receipt, email us at [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for Instructions: Our customer service team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns without an RMA number will not be accepted.
  3. Ship Your Return: Carefully pack the item(s) using the original packaging. Include a copy of your original order confirmation or a note with your RMA number and order number. Ship the package to the address provided in your instructions. We recommend using a trackable shipping service as you are responsible for the item until it arrives at our facility.

Return Shipping Costs

  • If the return is due to our error (e.g., you received the wrong or a defective item), we will provide a prepaid return shipping label.
  • If the return is for any other reason, the customer is responsible for the cost of return shipping.

Refunds

Once we receive and inspect your returned item, we will process your refund within 3-5 business days.

  • Refund Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Timeline: Please allow 5-10 business days for the refund to appear on your credit card statement or in your PayPal account, depending on your financial institution’s processing times.
  • Please note that the original shipping fee is non-refundable for returns that are not our fault.

Exchanges

To exchange an item for a different size, color, or product, please follow the standard return process. Once we receive your return, we will process a new order for the desired item. Any price difference will be charged or refunded accordingly.

Contact Us for Returns & Exchanges

For all return and exchange inquiries, please contact our dedicated support team:

Email: [email protected]
Please include your order number in the subject line for faster service.

Vallejo Shop
1131 Pike Street
San Diego, US 92123

Return Request Email Template

To help you get started, here is a template you can use for your return request:

Subject: Return Request – Order #[Your Order Number] Dear Vallejo Shop Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name(s): [Name of the product(s) you are returning] Reason for Return: [e.g., defective, wrong item, changed mind] Please provide the next steps and an RMA number. Thank you, [Your Full Name] [Your Phone Number – Optional]

We appreciate your trust in Vallejo Shop for your modeling and hobby needs. Our goal is to ensure every customer has a positive experience, from browsing our selection of Bandai Gundam kits to applying the perfect decal with our supplies.

Happy Modeling!
The Vallejo Shop Team