Returns & Refunds Policy

Last Updated: 25 October 2026

At Steel Squadron, we want every customer to receive their RC tanks in satisfactory condition. If your order arrives damaged, defective, incorrect or does not arrive, please contact us so we can investigate and provide an appropriate resolution.

1. Damaged, Defective or Incorrect Products

If your product arrives damaged, defective or differs from what you ordered, please contact us at SteelSquadronModels@gmail.com as soon as possible, preferably within 7 days of delivery.

Please provide:

• Your order number

• A description of the issue

• Clear photographs or videos showing the problem, where reasonably available

We will review your claim and arrange an appropriate remedy, which may include a repair, replacement or refund.

The suggested 7-day notification period does not limit any rights you have under applicable consumer protection laws.

2. Change-of-Mind Returns

We generally do not offer voluntary returns or refunds for change of mind, accidental purchases, incorrect selections or products no longer wanted.

However, customers in jurisdictions with mandatory cancellation or withdrawal rights, including eligible European Union customers, retain those rights as described below.

This policy does not affect statutory rights relating to faulty, damaged, misdescribed or non-conforming products.

3. European Union Customers — 14-Day Withdrawal Right

Customers covered by applicable EU distance-selling laws generally have the right to withdraw from an eligible online purchase within 14 calendar days of receiving the goods, without giving a reason.

To exercise this right, contact SteelSquadronModels@gmail.com with your order number and a clear statement that you wish to withdraw from the purchase.

Customers generally have a further 14 days after notifying us to return the products.

For eligible change-of-mind withdrawals, customers are responsible for direct return shipping costs where permitted by law and where those costs have been properly disclosed before purchase.

Refunds will include applicable standard outbound delivery charges as required by law. Additional costs for premium shipping services may be excluded where legally permitted.

Refunds will be processed within the applicable statutory period. Where legally permitted, we may withhold reimbursement until the returned goods or evidence of their return is received.

Customers may inspect goods as reasonably necessary to establish their nature and characteristics. Any reduction in value caused by handling beyond what is necessary may be taken into account where permitted by law.

Certain products may be exempt from withdrawal rights where an applicable legal exception applies.

4. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes these rights.

5. Sale Items and Package Deals

Products purchased during promotional sales or as part of package deals remain covered by applicable consumer guarantees and statutory withdrawal rights.

We generally do not accept voluntary change-of-mind returns for sale items or package deals where the law permits this restriction.

If part of a package deal is defective or missing, please contact us so we can assess the appropriate remedy.

6. Items Damaged Through Misuse

Damage caused by improper use, accidents, unauthorised modifications or failure to follow product instructions is generally not covered where the problem was caused by those actions.

This does not exclude remedies for unrelated defects or other rights protected by applicable law.

7. Lost or Missing Packages

If your order has not arrived within the estimated delivery period, please contact us with your order number.

We will investigate with our supplier and the relevant shipping carrier.

Where an order is confirmed lost or has not been delivered as required under applicable law, we will provide an appropriate remedy, including a replacement or refund where required.

We may ask customers to cooperate with reasonable delivery investigations.

8. Returning Products

Before sending a product back, please contact SteelSquadronModels@gmail.com for return instructions.

Do not send items to an address without first contacting us, as our returns destination may differ from our business address.

Where a return is required, we will provide the appropriate return instructions.

For eligible claims relating to faulty or non-conforming goods, reasonable return shipping costs will be handled in accordance with applicable consumer law.

For permitted change-of-mind returns, customers may be responsible for return shipping costs as stated in this policy.

9. Incorrect Shipping Addresses

Customers should ensure their delivery information is complete and accurate before completing checkout.

If you discover an error, please contact us as soon as possible.

We will make reasonable efforts to correct addresses before dispatch, but changes cannot always be guaranteed once an order has entered fulfilment or shipping.

Additional costs caused by incorrect customer-provided information may be payable by the customer where permitted by law.

This does not affect any statutory consumer rights.

10. Refund Processing

Approved refunds will be issued to the original payment method unless otherwise agreed or required by law.

For refunds outside statutory withdrawal arrangements, we generally aim to initiate payment within 10 business days after the claim is approved.

Financial institutions and payment providers may require additional time to display the refund.

Where applicable laws specify a shorter refund deadline, that deadline will apply.

11. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible.

We will advise whether cancellation is still possible based on the order's fulfilment status.

Any mandatory statutory cancellation or withdrawal rights remain unaffected.

12. Contact Information

For returns, refunds, damaged products or delivery issues:

Email: SteelSquadronModels@gmail.com

Customer Support: Monday–Friday, 8am–5pm Melbourne time (AET)

Please include your order number when contacting us.

13. Policy Updates

Steel Squadron may update this policy to reflect operational changes or applicable legal requirements.

The latest version will be published on our website with an updated revision date.