Refund policy

At HeroPlane®, we take great care in providing high-quality aircraft models and aviation collectibles. Please review our returns and refunds policy below for information about returns, change-of-mind returns, damaged or faulty items, replacements and refunds.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, faulty or you receive an incorrect item, please contact HeroPlane® at info@heroplane.com.au within 7 days of receiving your order where possible so we can assess the issue promptly and provide an appropriate solution.

Please provide your order number together with clear photographs of the item, product packaging and shipping carton where applicable. This information will help us assess the issue and, where necessary, lodge a claim with the shipping carrier.

Depending on the circumstances, an appropriate solution may include a repair, replacement or refund.

The 7-day notification period above does not limit any rights or remedies you may have under the Australian Consumer Law.

Returns

Please do not return any item without contacting HeroPlane® first. Returns must be authorised by HeroPlane® before being sent back.

If a return is authorised, we will provide instructions on how and where to send the item. Items returned without prior authorisation may not be accepted.

Returned items must be securely packaged and, where applicable, include the original product packaging, accessories, display stands and other components supplied with the product.

Change of Mind Returns

HeroPlane® accepts change-of-mind return requests made within 14 days of receiving your order, subject to the conditions below.

To be eligible for a change-of-mind return, the item must:

  • Be unused and in its original condition
  • Include the original product packaging
  • Include all accessories, display stands, landing gear and other components supplied with the product
  • Be returned in a condition suitable for resale

Customers are responsible for the cost of return shipping for change-of-mind returns.

Original shipping charges are non-refundable for change-of-mind returns.

Please contact HeroPlane® before returning any item. Once your return request has been approved, we will provide return instructions.

Please review the product description, specifications, scale, dimensions and product images carefully before placing your order. Selecting the wrong scale, aircraft type or model size, or expecting the product to be larger or smaller, is considered a change of mind.

Non-Returnable Items

Unless required under applicable consumer law, we do not accept change-of-mind returns for:

  • Items that have been used, displayed, altered, modified, damaged or mishandled after delivery
  • Items returned without their original packaging
  • Items with missing accessories, display stands, landing gear or other supplied components
  • Custom-made, personalised or specially commissioned products
  • Gift cards
  • Items marked as Final Sale or Clearance

Please contact us if you have any questions about the eligibility of an item for return.

Refunds

If a refund is approved, it will be issued to the original payment method. Please allow additional time for your bank or payment provider to process and display the refund.

For change-of-mind returns, original shipping charges are non-refundable and customers are responsible for return shipping costs.

Shipping charges may be refunded where the return relates to an issue for which HeroPlane® is responsible or where otherwise required under applicable consumer law.

Repairs & Replacements

Depending on the nature of the issue and the availability of the product, HeroPlane® may offer a repair or replacement where appropriate.

If a replacement is unavailable, we will discuss the available options with you before proceeding.

Australian Consumer Law

Our returns and refunds policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.

Contact Us

If you have any questions about a return, or if you receive a damaged, faulty or incorrect item, please contact HeroPlane® before returning your order at info@heroplane.com.au.