Refund policy

Scale & Soul

Sales, Shipping & Refund Policy

Last updated: August 2026

About Scale & Soul
Scale & Soul is a personal hobby collection showcase based in Perth, Western Australia. We are not aregistered business, do not hold an ABN, and are not registered for GST. Items made available are occasionally released from a private collection.

Important: As a private seller releasing pieces from a personal collection, this is a private sale rather than
a commercial transaction. While we strive for accuracy and fairness in all dealings, please note the following:

• Statutory consumer guarantees under the Australian Consumer Law (ACL) may still apply to
goods sold to consumers to the extent required by law. Nothing in this policy excludes or limits
any guarantee, right, or remedy that cannot lawfully be excluded.

• The law against false or misleading conduct applies to all sales. We are committed to honest,
accurate descriptions of every model and clear ownership of all items sold.

• Where you are a consumer located in the United States (our primary customer base), any dispute
arising from a transaction is governed by the terms in Section 8 (International / US Customers).

Currency & Pricing
All prices are displayed in AUD (Australian Dollars) by default. For the convenience of our US
customers, an estimated USD equivalent may be shown at checkout; however, the AUD price is the
binding price of sale. All prices are exclusive of GST, which is not collected.

1. Definitions
Term Meaning
In-Stock Model A fully assembled, hand-painted model from our private collection, ready
to ship from our workshop. Some models may be partially disassembled
for safe transport so they arrive in perfect condition.

Made-to-Order (Custom)

Model
A model commissioned for a fellow enthusiast, produced specifically to
your specifications (subject, scale, paint scheme, etc.). Production begins
only after your order is confirmed.
Major Discrepancy The delivered model is significantly different from its description (e.g.
wrong subject, incorrect scale, major undisclosed structural defect).

2. In-Stock Models

2.1 Change of Mind
Scale & Soul — Private Collection · Page 2
As a private seller, we accept returns only where a statutory right applies or where a Major Discrepancy
exists (see Section 2.2). For this reason, please review all photos and descriptions carefully before
purchasing. We are happy to answer questions about any piece beforehand.

2.2 Major Discrepancy
If the delivered model has a major discrepancy from its description, please contact us within 3 days of
delivery with clear photographs. Prompt notice helps us work with the carrier if needed.
Upon verification, we will work with you in good faith to reach a fair resolution, which may include a
partial refund, or return and full refund (including original and return shipping costs where the
discrepancy is our responsibility). This is a voluntary remedy reflecting the private nature of the sale and
does not constitute a commercial warranty.

2.3 Shipping Damage
Report any shipping damage within 3 days of delivery with photographic evidence. We will assist you
with the carrier’s claims process. As a private seller, we cannot guarantee the outcome of such claims, but
we will support you in good faith.

3. Made-to-Order (Custom) Models

3.1 Cancellation Before Production Starts
You may cancel your custom order within 12 hours of placing it for a full refund of any deposit paid.
After 12 hours, if production has not yet commenced, a cancellation fee of 10% of the total order value
applies.

3.2 Cancellation After Production Has Started
Once production commences, cancellations are not accepted and deposits are non-refundable. This is
because custom models are made specifically to your specifications and cannot be resold as standard
inventory.

3.3 Major Discrepancy
If your custom model has a major discrepancy from its agreed specification, please contact us within 3
days of delivery with clear photographs. We will work with you in good faith to reach a fair resolution,
which may include a partial refund or complimentary correction at our discretion.

3.4 Change of Mind on Custom Orders
Not accepted. Custom models are uniquely made for you. Please confirm all specifications (subject, scale,
paint scheme) before ordering; we will provide a proof or summary for your approval.

4. How to Initiate a Claim
Contact us at worldshipsmodel@outlook.com with:
• Your order number
Scale & Soul — Private Collection · Page 3
• A description of the issue
• Clear photos showing the fault or damage
We will respond within 2 business days with instructions. Do not return any item without first receiving
our approval.

5. Shipping & Handling (Returns)
Situation Return Shipping
Approved major discrepancy claim We will provide a prepaid return shipping label (Australia
Post or courier).
International returns (including USA) Buyer is responsible for all return shipping costs and any
applicable customs duties or taxes.

6. Refund Processing Time
Situation Refund Timeline
Approved major discrepancy claim Within 10 business days of our assessment.
Approved cancellation (within 12 hours) Within 10 business days of request.
Refunds will be issued to the original payment method.

7. Non-Returnable Items
The following items cannot be returned:
• Custom / Made-to-Order models, once production has started
• Items sold on a “final sale” basis (clearly marked at purchase)
• Items where the 3-day reporting window has passed, except where a statutory right applies

8. International / US Customers
Because the majority of our customers are located in the United States, please read the following carefully:
1. Shipping & Delivery: Models are shipped from Western Australia. Delivery times are estimates
only; see our Shipping Policy at checkout for current timeframes and rates.
2. Import Duties & Taxes: Orders shipped to the USA may be subject to import duties, taxes
(including US sales or use tax where applicable), and customs clearance fees. These charges are
the buyer’s responsibility and are not included in the item price unless explicitly stated.
3. Governing Law & Jurisdiction: Transactions with US customers are conducted under the laws of
Western Australia, Australia. Disputes shall be resolved in good faith by written notice first;
where permitted, through negotiation or a mutually agreed dispute resolution process. Nothing in
this section excludes any non-excludable consumer right.
Scale & Soul — Private Collection · Page 4

9. Privacy & Data
We collect only the personal information necessary to process your order (name, shipping address, email,
order details). This information is used solely for fulfilment and support and is not sold or shared beyond
what our payment and shipping providers require to complete delivery. Our site may use analytics
(including the TikTok Pixel) and cookies to understand traffic; by using the site you consent to this where
required. Contact us at worldshipsmodel@outlook.com to access, correct, or delete your information.

10. Legal Notes
• This is a private sale from a personal collection, not a commercial transaction. We strive for
accuracy and fairness in all dealings.
• Consumer guarantees under the Australian Consumer Law (ACL) apply to the extent required by
law. We guarantee clear ownership of all items sold.
• The law against false or misleading conduct applies. We provide accurate descriptions of every
model.
• Nothing in this policy is intended to exclude any right or remedy you may have under the ACL or
any other law that cannot be excluded.
If you have any concerns about a transaction, you may also contact:
• Consumer Protection Western Australia — www.consumerprotection.wa.gov.au — Phone: 1300304 054

11. Contact Us
Scale & Soul — Personal Hobby Collection Showcase
Based in Perth, Western Australia (ships internationally, including to the USA).
Email: worldshipsmodel@outlook.com
No ABN — this is a private collection, not a registered business.