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Terms & Conditions

Making a Purchase:

We have designed our webpage with ease of use in mind. Simply browse through the products you are interested in and add them to the basket. After you are happy with your shopping, click on checkout. You will be prompted to fill in your shipping information and pay with your credit/debit card or paypal account.

Note: A contract is formed when an order for a product/products is accepted by Primo Models. The order placed by the customer is regarded as such, until we at Primo Models accept it.

Payment Options:

We accept credit/debit card payment, Paypal and Square up. Paypal and Square Up accept credit/debit card orders and allows us to accept Visa and Mastercard, as well as a number of other bank payment cards.

Credit Card Security:

As payment is handled by recognised and established third-party payment gateways (Square up and paypal). We do not have control over which of your card details that are taken by those organisations. We do not store any card details for future use. Details of their security measures – PCI-DSS compliance – can be found on their website. When filling in the address on the payment form please make sure that you input the same details as your postal address. If you have any problems with paying via the online payment gateway please contact us before trying again.

Out of stock / Backorders / Pre-Orders:

Due to our commitment to hand create our products, there will be times where our stock holding of materials may fall short and cause a temporary delay in order completion. We are doing our best to always keep the stock surplus and avoid out of stock situations. Furthermore, our handmade products will be ranging on several platforms which may cause us to place your order on backorder which could cause a significant delay to your order completion. However, if this occurs, we will contact all affected customers where we will give a more accurate timescale of completion and also offer potential changes to your products that could speed up the completion process.

Delivery Terms:

-We offer 3 different delivery options for UK:

*Flat ra te of £5 for orders below £50 (2 days delivery option by Royal Mail/UPS/DPD)

*Free delivery for orders above £50 (2 days delivery options by Royal Mail/UPS/DPD)

*Flat rate of £10 for all orders (1 Day Delivery option by UPS)

-For convenience of both parties all of our deliveries are tracked.

-We dispatch all of our deliveries from Monday to Friday at 11am.

-All orders will be shipped out within 24 hours from the time of receiving order. If for some reason order will be delayed we will notify customers via email with the reason.

-The exception from shipping within 24h are bank holidays and other pre arranged and officially communicated via webpage special breaks.

-Order is delivered to the address specified by the customer at the time of checkout.

-We accept no responsibility for the delayed delivery times due to the carriers fault, including for the loss of goods or bad weather.

-We accept no responsibility over returns delivery costs unless they are faulty. In case of faulty or damaged product we will refund shipping costs with additional products of customer choice. To ensure we can refund costs of returning item, please use only tracked 2 or more days delivery for returns.

-Delays on delivery can happen, please give it at least 10 working days before you contact us regarding your missing delivery.

Note: International shipping only after individual agreement. We hope to make global shipping easier as soon as possible.

Note: Most of our items (ex. trees) are very fragile so we put a lot of effort into using trusted couriers and securing our parcels against damage. Please note, some minor readjustments may be needed for your order. Just as you have entered a contract with us, we too have entered one with our courier. If the products arrive in a condition that is otherwise unsatisfactory, then we implore you to contact us immediately. By doing so, we at Primo Models can begin the process of replacing or refunding your items. Furthermore, we are always looking to improve, and on any occasion that an item arrives in poor condition, an investigation file will be opened and pursued, with relevant actions taken to prevent any future re-occurrences.

Returns and Refunds Policy

-If for some reason you are not happy with the product you have received, please notify us right away by email, stating the reason for your dissatisfaction and then return the order within seven working days of delivery. Products have to be unused and in its original packaging.

-In the event of receiving a damaged product, please send us an email within three working days of delivery with clear pictures and description of the damage (minor tree branch bends and other small easy to fix changes in product structure due to transit are not considered damages).

-Some orders, like made-to-order special items, unfortunately cannot be refunded. Please contact us if you have more questions regarding special orders return policy.

-All refunds will be issued within three working days from the time of returned items. If the item for a refund is out of stock we will contact the customer via email and ask if he prefers to wait for the product to be back in stock or choose other products from our range equal to the value of refunded item.

-We will not be responsible for any damaged, lost goods or discrepancies between ordered and delivered goods. Unless the customer sends us an email with notice of a claim within three working days of delivery.


At this current time, we are not yet VAT registered. Unfortunately, this means you cannot claim your VAT back from commercial purchases at our shop. As we hold the right to amend our terms and conditions at any point, we implore you to check back here often, as any future changes to our VAT will be shown here.

Governing Law and Jurisdiction:

These terms and conditions are governed and shall be interpreted in accordance with English Law. In the event of any dispute resulting in legal action, such dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Website Images:

Photos and images used on this website are to give an overall representation of the item for sale. Due to lighting and conditions of photography some colours of scatter and plants may not be completely true to the original colour of the item. Some kits may vary in the finished colour or are painted different to the image or photo.

Primo Models Promise:

We will always place the highest value on our customer care, and we will always do our best to ensure customer satisfaction, including the occasional deviating away from our terms and conditions (e.g. additional costs for resending order) whenever we see it appropriate. Please feel free to contact us whenever you believe you could have received better service or feel dissatisfied. We are always looking forward to your feedback!

Michal Kmiec

Managing Director

Primo Handcraft Ltd T/A Primo Models

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