Refund policy
Refund & Returns Policy
Last updated: 6/08/2026
Returns
We offer a 7-day guarantee for items damaged during shipping or lost in transit. Please contact us within 7 days of delivery to request a return or replacement. The item must be unused, in its original packaging, with proof of purchase. To initiate a return, contact us at SteelSquadronModels@gmail.com — do not send items back without authorisation, we'll provide instructions once approved.
Australian Consumer Law
Our products 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.
Damages and Issues
Please inspect your order upon receiving it. If it's defective, damaged, or you received the wrong item, contact us immediately with a clear photo or video so we can make it right.
Custom & Made-to-Order Items
Custom or made-to-order tanks (including but not limited to the CNC Full-Metal Custom series) are excluded from refund or exchange, except where required by the Australian Consumer Law (e.g. the item is faulty or not as described).
Incorrect Shipping Address
It is the customer's responsibility to ensure the shipping address provided at checkout is correct. If an incorrect address is provided, Steel Squadron must be notified within 7 days of the order being placed in order for a correction to be made before the order ships. Once an order has been dispatched, or once 7 days have passed without notification, we are unable to redirect, cancel, or refund the order due to an incorrect address, and no refund will be provided in this circumstance.
Non-Returnable Items
The following are not eligible for return:
- Change of mind or incorrect selection
- Sale items and gift cards
- Items damaged after delivery due to misuse
Refunds
Once received and inspected, we'll notify you if your return is approved. Approved refunds will be issued to your original payment method within 10 business days. If more than 15 business days have passed since approval and you haven't received your refund, please contact us.
Lost or Stolen Packages
For items lost or stolen in transit, you may choose between a full refund or a free replacement shipped once per order.
Contact
SteelSquadronModels@gmail.com — Monday–Friday, 8am–5pm AEST