Refund policy
"Business days" throughout this policy means UK working days, excluding weekends and bank holidays.
Your right to cancel (UK customers)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason, without needing to justify it. This applies to every UK order. It is a legal right, not a goodwill gesture, and it sits alongside the extended return window below.
This right runs from the date you receive your item, not the date you order it. For pre-orders, that means you can cancel at any point between placing your order and 14 days after it arrives: email info@martyrdom.co.uk and we'll process it within 3 business days. If a pre-order's release date changes, we'll email everyone with an open order before the change appears anywhere else, so you can decide whether to stay in or cancel.
If you cancel under this statutory right after your item has arrived, we'll refund the item price and the cost of standard delivery on your original order (up to our cheapest delivery option). We recommend using a tracked postage service to send it back, as the item remains your responsibility until it reaches us.
Nothing in this policy affects your other statutory rights.
Returns (30 days)
Beyond your legal cancellation right, we offer 30 days from the date you receive your item to request a return, no reason required.
To be eligible for return, your item must be:
- Unassembled and unglued
- Unpainted
- In its original packaging
- Accompanied by your order number or proof of purchase
Once a kit has been assembled, glued or painted, it cannot be resold and we're unable to accept it for return, except where it's faulty (see Damages and Issues below).
To start a return, email info@martyrdom.co.uk. Once accepted, we'll send you a returns address and instructions. Please don't send anything back before we've confirmed the return. Items arriving without a prior request won't be accepted.
Return postage is your responsibility unless the item is faulty, damaged, or not what you ordered, in which case see Damages and issues below.
Damages and issues
Please check your order as soon as it arrives. If anything is defective, damaged in transit, or wrong, contact us straight away at info@martyrdom.co.uk with photos where possible.
In most cases, photos are enough for us to approve a replacement or refund without needing the item sent back. If we can't assess the issue from photos alone, we'll let you know and arrange a return. Each case is reviewed individually by our team.
This also covers faulty items from a pre-order: if what arrives isn't right, use this process rather than the standard return below.
Exchanges
The quickest route to the right item is to return what you have and place a new order once the return is accepted, rather than waiting on a swap.
Refunds
Once we've received and inspected a return, we'll email you to confirm whether it's approved. Approved refunds are issued to your original payment method within 10 business days; your bank may take longer to show it. If more than 15 business days pass after we confirm approval, get in touch.
Shipping and customs
We do not currently ship to the European Union.
For orders outside the UK, you're responsible for any import duties or taxes charged on arrival. These aren't included in your order total and aren't refundable if you later return the item. Original outbound shipping is refunded when you cancel under your statutory right above; it isn't refunded on the discretionary 30-day return, except where we sent the wrong item or it arrived faulty.