Returns and complaints
We’re here to help you
Sometimes a product doesn’t meet expectations or arrives damaged. With us, it’s never a drama – we handle claims quickly, humanely, and without unnecessary delays.
Claims are handled directly by Petr at the store, who has direct communication with suppliers. Thanks to that, things move really fast.
First steps when making a claim
- Write to us as soon as something seems wrong
Send an email to reklamace@plasticwargaming.com + your order number + a short description of the issue. Photos or video significantly speed up the process.
- Fill out a simple form
Include it in the package – it helps everything go smoothly.
Download form - Pack the product safely
Ideally in the original packaging. Include the invoice and the form.
- Send the package
You’ll find the address in the form. Once it arrives, we begin resolving the exchange, repair, or refund.
Tips for fast processing
- Take photos of the issue from multiple angles
The better the documentation, the faster the resolution.
- Check the package upon delivery
If the parcel is heavily damaged, do not accept it and file a report with the carrier.
- Prepare your documents
Order number, invoice, confirmation – everything speeds up the process.
Frequently asked questions
- How long does a claim take?
Usually within 30 days from receiving the package.
- What if the product cannot be repaired?
We offer an exchange or a refund – always fairly.
- Who pays the shipping?
The customer pays the shipping. After processing, we send a new product or refund the money.
- Can I claim a gift?
Yes, if it is complete and unused.
- What if the product arrives damaged?
Write to us immediately and attach photos. It helps with fast resolution.
What to watch out for
- Do not send the package without the form
- Do not use damaged packaging
- Include all parts of the product and the invoice
- Keep the proof of shipment
- Check the return address
The claim address is different from the billing address – you’ll find it in the form.
Contact claims department