Returns, Cancellations and Refunds Policy
Last updated: 21 July 2026
We want you to be happy with your purchase from Make It Terrain Ltd. This policy explains your rights when cancelling an order, returning a standard product or reporting a faulty or damaged item.
Nothing in this policy limits or excludes your statutory consumer rights.
1. Cancelling or returning standard products
Consumers purchasing standard products through our website may cancel their order without giving a reason.
You must tell us that you wish to cancel within 14 days of the day on which you, or someone nominated by you, receives the goods.
After notifying us, you must return the goods within a further 14 days. These cancellation rights apply to our standard catalogue products, including standard printed terrain, scatter scenery and terrain sets, even where the product is manufactured after your order is placed.
To cancel an order, email:
info@makeitterrain.co.uk
Please include:
Your name
Your order number
The product or products you wish to return
A clear statement that you are cancelling the order
You may also use the cancellation form at the end of this policy, although you are not required to do so.
If your order has not yet been dispatched, we will try to stop it before shipping. If it has already been dispatched, you will need to return it in accordance with this policy.
2. Custom products and commissions
The right to cancel or return an order because you have changed your mind does not apply to goods made to your specifications or clearly personalised for you.
The following are therefore non-returnable for change-of-mind purposes:
Bespoke terrain boards and commissioned builds
Products manufactured in a scale that is not offered as a standard product option
Custom-sized or resized models
Custom layouts, designs or configurations
Products made using customer-supplied designs, files or measurements
Custom colour schemes, basing, finishes, names, logos or personalised details
Standard products that have been altered at the customer’s request
Bespoke modular sets or terrain packages assembled specifically for an individual customer
Selecting an ordinary option already offered on the product page does not automatically make a product bespoke. For example, choosing between standard listed product sizes or standard pack options will normally remain covered by the standard cancellation rights above.
Once a custom order or commission has been accepted, it cannot normally be cancelled simply because the customer has changed their mind. We may agree to a cancellation before production begins at our discretion.
Custom and commissioned products remain fully covered where they are faulty, damaged, not as described or do not match the agreed specification. The custom-product exception does not remove these statutory rights.
3. Condition of change-of-mind returns
You may inspect a standard product as you reasonably would in a shop.
Products should then be returned securely packaged, with all components included. Original packaging is preferred where available, but the absence of original packaging does not by itself remove your statutory cancellation rights.
We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product.
Examples of handling that may reduce the value of a return include:
Gluing or permanently assembling components
Priming, painting or weathering the product
Cutting, sanding, drilling or modifying it
Removing parts from sprues or supports where this was not required for inspection
Damaging, marking or heavily using the product
Returning an incomplete set
Any reduction will reflect the actual loss in value and will not be used as an automatic restocking fee.
This does not apply where the product is being returned because it is faulty.
4. Return postage for change-of-mind returns
Customers are responsible for the direct cost of returning a non-faulty product after changing their mind.
Please package the product carefully and obtain proof of postage. We recommend using an insured or tracked delivery service, particularly for larger terrain sets.
Please contact us before returning anything so that we can confirm the correct return instructions.
EU consumers may also be required to pay the direct cost of returning change-of-mind goods, provided they were informed of that responsibility before purchasing.
5. Change-of-mind refunds
For an eligible cancellation, we will refund:
The price paid for the returned products
The cost of our least expensive standard delivery option available for the order
If you selected a more expensive or expedited delivery service, we are not required to refund the additional amount above the cost of standard delivery.
We will issue the refund using the original payment method unless otherwise agreed.
We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
The refund will be processed without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent.
We do not charge a restocking fee for valid consumer cancellations.
6. Faulty, damaged or incorrect products
Products must be:
Of satisfactory quality
Fit for their normal purpose
As described
Consistent with any specific purpose or specification that we agreed with you
Please inspect your order after delivery and contact us as soon as reasonably possible if anything is damaged, faulty, missing or incorrect.
Where possible, please provide:
Your order number
A description of the problem
Clear photographs of the product
Photographs of the external and internal packaging where transit damage has occurred
Asking for photographs helps us investigate the issue and make a claim against the delivery company, but it does not remove your statutory rights.
For faulty, damaged or incorrect products, Make It Terrain will pay the reasonable return costs or provide an appropriate prepaid return method. EU rules also place the cost of returning defective goods on the trader.
Please do not dispose of a damaged product or its packaging until we have confirmed whether it needs to be returned.
7. UK consumer rights for faulty products
UK consumers may have a short-term right to reject goods that are faulty, not as described or not fit for purpose within the first 30 days after delivery.
Depending on the circumstances and when the fault is reported, you may be entitled to:
A refund
A repair
A replacement
A price reduction
A final right to reject the product
A custom or commissioned product is still covered by these rights where it is faulty or does not match the agreed specification.
8. EU consumer rights for faulty products
Consumers in the European Union are entitled to a minimum two-year legal guarantee for faulty goods or goods that do not match their description. Some EU countries provide additional or longer rights.
Depending on the applicable national law and the circumstances, the available remedy may include repair, replacement, a price reduction or refund. Repair or replacement will commonly be the first remedy unless it is impossible, disproportionate or cannot be completed within a reasonable time without significant inconvenience.
These rights apply to both standard and custom-made products.
9. Handmade and 3D-printed products
Many of our products are handmade, hand-finished or manufactured using additive 3D-printing processes.
Minor variations in texture, paint placement, flocking, weathering and surface finish may occur between products. Visible print layer lines may also be present where consistent with the product description and manufacturing method.
These normal variations are not necessarily faults. However, this does not affect your rights where a product is damaged, materially different from its description, unusable or below the quality a customer could reasonably expect.
10. Exchanges
We do not currently operate an automatic exchange service.
Where you wish to exchange a standard non-faulty item, we may ask you to return it for a refund and place a new order.
Where the product is faulty, damaged or incorrect, we may offer a replacement where appropriate and available.
11. International returns and customs charges
Customers returning goods from outside the United Kingdom should clearly mark the parcel as:
“Returned goods – no commercial value”
Customers are responsible for completing return customs documentation correctly.
For change-of-mind returns, Make It Terrain is not responsible for:
Return postage
Brokerage or handling charges
Customs charges caused by incorrectly completed return documentation
Import VAT or duties originally paid directly to a local customs authority or delivery company
Where import taxes were paid directly to a government authority or carrier, the customer may need to apply to that organisation for repayment.
This does not affect our responsibility for reasonable return costs where goods are faulty, damaged or incorrect.
12. Business purchases
The statutory cooling-off rights described in this policy apply to consumers purchasing mainly for personal use.
Orders placed wholly or mainly for business, trade, retail, club or professional purposes may be subject to separate agreed terms.
13. Contact details
Make It Terrain Ltd
Company number: 17200748
Email: info@makeitterrain.co.uk
The company details above match the current Companies House register.
Model cancellation form
Complete and return this form only if you wish to cancel an eligible order. You may instead send us an email containing the same information.
To:
Make It Terrain Ltd
info@makeitterrain.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:
Products ordered:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Customer’s signature, if submitted on paper:
Date: