Returns and complaints

Product claims

If something is not right, we will resolve it

Damaged or faulty products do not have to cause unnecessary stress. We will guide you through the claim process clearly, fairly and step by step.

Contact us as soon as possible and include your order number and a brief description of the problem. Photographs or a short video will help us assess the situation and significantly speed up the next steps.

Start a claim Download the form

First stepContact usBefore sending the parcel

What to includePhotos or videoThey help us assess the problem quickly

Standard processingWithin 30 daysFrom receipt of the claimed products

A simple process

How the claim process works

Four clear steps that provide us with all the information we need and allow us to start resolving the situation as quickly as possible.

Contact us as soon as possible

Email reklamace@plasticwargaming.com. Include your order number, a brief description of the problem and photographs or a video.

Complete the claim form

Download the form, complete it carefully and include it with the claimed products.

Download the form

Pack the product securely

Use the original packaging if possible. Include the invoice, form and all parts of the product. The parcel must be able to withstand shipping safely.

Send the parcel

You will find the claims address on the form. Once the parcel arrives, we will begin arranging a repair, replacement or another appropriate solution.

Downloadable document

Product claim form

Include the completed form inside the parcel. An accurate description of the fault and complete information will help us assess your claim without unnecessary delays.

Download the form

For a smooth process

Tips for faster processing

Good documentation of the problem often allows us to begin working on the claim before the parcel even arrives.

Photograph the problem from several angles

Detailed and overall photographs will help us assess the fault or damage more accurately.

Include a short video

For moving parts or functional issues, a short video can be the fastest way to explain the fault.

Check the parcel when accepting delivery

If the parcel is significantly damaged, do not accept it and complete a damage report with the carrier.

Prepare your documents

Your order number, invoice and confirmation will help us locate everything quickly.

Frequently asked questions

What you need to know

How long does the claim process take?

Claims are normally processed within 30 days of receiving the claimed products.

What if the product cannot be repaired?

Depending on the specific situation, we will offer a replacement, refund or another appropriate solution.

Who pays the shipping costs?

The customer is responsible for the cost of shipping the claimed products.

Can I make a claim for a gift?

Yes. Include proof of purchase and all necessary parts of the product.

What if the product arrived damaged?

Important notice

Things to watch out for

The most common issues that can cause unnecessary delays when assessing a claim.

Do not send the parcel without the claim form.
Do not use damaged shipping packaging.
Include the invoice and every part of the product.
Keep your proof of postage and tracking number.
Check the claims address. It is different from the billing address and can be found on the form.