Return & Refund Policy

Our Return Promise

We want you to be completely satisfied with your Custom Model House. If for any reason you are not happy with your purchase, we accept returns within 14 days of delivery. During our holiday season (November 1 - January 31), we extend this to 30 daysto give you extra time.

What Can Be Returned

• Standard model houses from our shop collection
• Framed model house displays
• Garden scene model houses
• Items must be in original, unused condition
• All original packaging and materials must be included

Return Requirements

• Time limit: Returns must be initiated within 14 days of delivery (30 days during Nov 1 - Jan 31)
• Condition: Items must be returned in their original condition, unused and undamaged
• Packaging: All original packaging materials must be included
• Documentation: Include your order number and reason for return

How to Return an Item

1. Contact us: Email us at micheal@custommodelhouses.ie with your order details
2. Return authorization: We’ll provide you with a return authorization number and shipping instructions
3. Package securely: Pack your item carefully in its original packaging
4. Ship back: Send to our returns address using a tracked shipping service
5. Track status: We’ll email you when we receive and process your return

Return Shipping Costs

Customers are responsible for return shipping costs. We strongly recommend using a tracked shipping service to ensure your return reaches us safely. Return shipping costs are non-refundable except in cases where we sent you a defective or incorrect item.

Refund Process

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds are issued to your original payment method.

If an item is not returned in its original condition or shows signs of damage or use, the loss in value will be deducted from your refund amount.

Custom & Personalized Orders

Custom-made items created specifically from your photos and specifications have different return conditions due to their personalized nature:

• Returns accepted only if the item doesn’t match your approved specifications
• Quality issues or damage during shipping are covered under our satisfaction guarantee
• Changes of mind on custom orders cannot be returned for refund
• Contact us within 48 hours of delivery to report any issues

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

• Contact us immediately at micheal@custommodelhouses.ie
• Include photos of the damage or incorrect item
• We’ll provide a prepaid return label
• Full refund or replacement will be processed immediately

Contact Information

Policy Updates

This return policy was last updated on January 2, 2026. We reserve the right to modify this policy at any time. Any changes will be posted on this page and will apply to purchases made after the effective date of the change.