Refund policy

Updated on 15/06/2026

At 24builds, we want you to be fully satisfied with your purchase. This policy explains your rights when cancelling or returning an order, including your statutory right of withdrawal under EU consumer law.

1. Your right of withdrawal (EU consumers)

1.1. If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

1.2. The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), take physical possession of the goods. For orders of multiple items delivered separately, the period runs from receipt of the last item.

1.3. To exercise your right of withdrawal, you must inform us of your decision by a clear statement, using the withdrawal button on our website, the model withdrawal form in section 8, or an email to info@24builds.com. To meet the deadline, it is enough to send your communication before the 14-day period expires.

2. Effects of withdrawal

2.1. If you withdraw, we will reimburse all payments received from you, including the original delivery costs, no later than 14 days from the day we are informed of your decision.

2.2. Where you chose a delivery method other than the least expensive standard delivery we offer, we will reimburse the standard delivery cost only, not the supplementary cost.

2.3. We will issue the reimbursement using the same means of payment you used for the original transaction, and you will not incur any fees as a result.

2.4. We may withhold reimbursement until we have received the goods back, or until you have supplied proof of having sent them back, whichever is earliest.

3. Returning the goods

3.1. You must send the goods back without undue delay, and in any event no later than 14 days from the day you communicate your withdrawal.

3.2. Returns must be shipped to our facility in Shantou, China. Please do not send returns to the address on your original shipping label, as it does not correspond to our returns facility. The correct return address and instructions will be provided once you contact us at info@24builds.com. You are responsible for the cost of returning the goods, which may be significant for international returns. We recommend using a trackable shipping service.

3.3. You will bear the direct cost of returning the goods, except where the return is due to a defect, damage, or an error on our part, in which case 24builds covers the return cost.

3.4. Items must be returned in new, unused condition, with all part bags sealed and in the original sealed packaging.

3.5. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

4. Refunds

4.1. Once we receive and inspect your return, we will email you to confirm receipt and to inform you whether your refund is approved.

4.2. Approved refunds are issued to the original payment method. For EU consumers exercising the right of withdrawal, the timeframe in section 2.1 applies.

4.3. The time for the refund to appear in your account may vary depending on your bank or card provider. If you have not received an approved refund, first check with your bank or card provider, then contact us at info@24builds.com.

5. Faulty, damaged, or incorrect items

5.1. This policy does not affect your statutory rights regarding goods that are faulty, damaged, or not as described. If you receive such an item, contact us at info@24builds.com with your order number and photos of the issue. We will arrange a repair, replacement, or refund at no cost to you, including return shipping.

5.2. If your set arrives with missing parts, we will send replacement parts. In that case the item remains eligible for return only if it is unused and in its original sealed packaging.

6. Exceptions to the right of withdrawal

6.1. The right of withdrawal does not apply to:

• Gift cards and digital vouchers.
• Downloadable or digital content supplied on a non-tangible medium, once provided.
• MOC products supplied as digital files, and any goods made to your specifications or clearly personalised.

Physical sets and sale or clearance items are fully covered by the right of withdrawal.

7. Returns for customers outside the EU

7.1. If you are located outside the European Union, the statutory right of withdrawal in sections 1 to 3 does not apply. Instead, we offer the following commercial return policy.

7.2. You may return your order within 14 days of delivery. To start a return, contact info@24builds.com with your order number to receive the return address and instructions.

7.3. Items must be returned unused, in their original sealed condition and packaging, to our facility in Shantou, China.

7.4. Approved refunds cover the price of the product only. Original shipping costs are non-refundable.

7.5. You bear the cost of return shipping, except where the return is due to a defect, damage, or an error on our part, in which case 24builds covers the return cost.

7.6. We may withhold the refund until we have received and inspected the returned goods.

8. Model withdrawal form

To: 24builds, info@24builds.com I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: — Ordered on / received on: — Order number: — Name of consumer: — Address of consumer: — Date:

9. Order cancellation

9.1. Orders may be cancelled within 24 hours of being placed. After this window, orders are processed and prepared for shipment, and cancellation can no longer be guaranteed, regardless of whether tracking information has been updated. Please note that tracking numbers may take up to 48 to 72 hours to update after a package leaves our warehouse, and the absence of visible tracking does not mean an order has not been processed or shipped. To request a cancellation within the 24-hour window, contact us at info@24builds.com with your order number. If your order can no longer be cancelled and you are a consumer in the European Union, you may instead exercise your right of withdrawal within 14 days of receiving the order, as set out in section 1.

10. Customs

10.1. Depending on your country's regulations, some orders may be subject to import duties, taxes, or customs charges on arrival. Where these apply, they are the customer's responsibility and are outside our control.

11. Changes to this policy

11.1. 24builds may update this policy. Changes take effect when posted on our website.

For any questions, contact info@24builds.com.