Return & Refund Policy

1. General Policy

Due to the handmade nature of our miniature diorama scenes and the complexity of international shipping, all sales are generally final.

We do not accept returns or refunds for non-quality-related reasons, including change of mind, personal preference, minor visual differences, scale preference, or expectations based on photos.

However, if your order arrives with a verified missing part, shipping damage, or serious quality issue, we will review the case manually and provide an appropriate solution.

Possible solutions may include:

• Replacement of missing or damaged parts
• Repair guidance
• Partial replacement
• Store credit
• Partial refund in special cases
• Refund only when the issue is serious and cannot reasonably be resolved by replacement or repair

All claims are subject to manual review.

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2. Handmade Diorama Disclaimer

Our diorama scenes are handmade, hand-painted, and individually finished. Each piece is unique.

Because these are not mass-produced items, the final product may have small differences from the photos shown on our website, including but not limited to:

• Texture details
• Weathering effects
• Paint shade
• Ground surface patterns
• Road markings
• Placement of small props
• Vines, grass, sand, stones, rust effects, or other decorative details
• Slight glue marks or handmade traces
• Minor layout differences

These differences are normal characteristics of handmade products and are not considered defects.

Returns, refunds, or replacements will not be accepted for normal handmade variations.

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3. Missing or Damaged Parts

If your item arrives with missing parts or visible damage, please contact us within 7 days of delivery.

To help us review your case, please provide:

• Your order number
• Clear photos of the outer package
• Clear photos of the inner packaging
• Clear photos or video of the damaged or missing part
• A brief description of the issue

After review, we may provide replacement parts or other reasonable support.

For international orders, we generally do not require the full item to be returned unless specifically requested by us.

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4. Quality Issue Review

A quality issue may include:

• Major structural damage
• Missing listed accessories
• Broken parts caused during shipping
• Product received in a condition that makes normal display use impossible
• Incorrect item shipped

The following are not considered quality issues:

• Minor handmade differences from photos
• Slight color differences due to lighting or screen settings
• Small handmade marks
• Minor paint variation
• Loose small decorative elements that can be easily repositioned
• Preference-based dissatisfaction
• Product size or scale misunderstanding when dimensions were listed
• Damage caused by improper handling after delivery

We reserve the right to determine whether an issue qualifies as a quality problem after reviewing the provided evidence.

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5. Accessories, Wheels, Figures, and Props

For small accessories such as wheels, figures, props, tools, road parts, and other miniature scene components, we generally do not accept international returns.

If an accessory arrives missing, incorrect, or clearly defective, we will review the case and may provide:

• Replacement of the missing or defective part
• Partial replacement
• Store credit
• Partial refund only in special cases

Full returns and full refunds are generally not available for these items unless required by applicable law.

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6. Non-Returnable Situations

We do not accept returns or refunds for:

• Change of mind
• Ordering the wrong item
• Not reading the product description or size information
• Minor handmade differences
• Color differences caused by lighting, photography, or display screens
• Customs delays
• Shipping delays outside our control
• Import duties, VAT, taxes, or customs fees
• Damage caused by the customer after delivery
• Products returned without our prior approval

Unauthorized returns will not be accepted.

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7. Shipping Damage

Our products are carefully packed, but international shipping may sometimes cause small parts to loosen or detach.

If this happens, please contact us with photos or video. We will assess the situation and may provide repair instructions, replacement parts, or other support.

Please keep the original packaging until the issue is resolved.

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8. Refunds

Refunds are not guaranteed and are only considered after manual review.

A refund may be considered only when:

• A serious quality issue is confirmed
• Replacement parts cannot solve the issue
• Repair is not reasonable
• The item received is significantly different from the product ordered

If a refund is approved, it will be processed to the original payment method. Shipping fees, customs duties, taxes, or transaction fees may not be refundable unless required by law.

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9. How to Contact Us

To report a missing part, damage, or quality issue, please contact us within 7 days of delivery.

Please include your order number, photos, videos, and a clear description of the issue.

We will review your case and provide a solution based on the condition of the product and the evidence provided.

Email: towdio64@gmail.com

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10. Legal Rights

This policy does not limit any mandatory consumer rights that may apply under your local laws.

1. Order Processing Time

Thank you for shopping with The Diorama Hub.

Our products include handmade miniature diorama scenes and small-scale accessories. Processing time may vary depending on the product type.

Handmade Diorama Scenes

Most diorama scenes are handmade, hand-painted, and individually finished after order confirmation.

Because each scene requires manual production, detailing, drying, assembly, and final inspection, the usual processing time is approximately:

10–30 days before shipment

Processing time may vary depending on order volume, scene complexity, material availability, and handmade production schedule.

Wheels, Figures, Props, and Scene Accessories

For small items such as miniature car wheels, figures, props, tools, road parts, and other scene accessories, orders are usually shipped within:

5 business days

This applies only to in-stock accessory items that do not require handmade production.

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2. Estimated Shipping Time

After your order has been shipped, the estimated international delivery time is usually:

Please note that these delivery times are estimates only and are not guaranteed.

Actual delivery time may be affected by:

• Customs clearance
• Local postal service speed
• Weather conditions
• Public holidays
• Remote delivery areas
• Carrier delays
• Incorrect or incomplete shipping information

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3. Handmade Product Shipping Notice

Handmade diorama scenes require more time than standard mass-produced products.

If your order includes both handmade scenes and accessories, we may ship them together or separately depending on the production status and shipping arrangement.

If shipped together, the order may follow the longer processing time of the handmade item.

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4. Expedited Shipping

If you need expedited shipping or have a specific delivery deadline, please contact us before placing your order or as soon as possible after ordering.

Expedited shipping may not be available for all countries or all products.

Additional shipping fees may apply.

Please contact us at:

[CONTACT EMAIL]

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5. Shipping Confirmation and Tracking

Once your order has been shipped, we will send a shipping confirmation email with tracking information when available.

Tracking updates may take several days to appear after the package has been handed over to the carrier.

For international shipments, tracking updates may be delayed during customs clearance or carrier transfer.

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6. Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

These fees are not included in the product price or shipping fee unless expressly stated.

Customers are responsible for paying any applicable customs duties, taxes, or import charges.

We are not responsible for delays caused by customs processing.

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7. Incorrect Shipping Address

Please make sure your shipping address is complete and accurate before placing your order.

We are not responsible for failed delivery, lost packages, or returned shipments caused by incorrect or incomplete address information provided by the customer.

If a package is returned due to an incorrect address, failed delivery, refusal of delivery, or failure to pay customs fees, additional shipping fees may be required to resend the package.

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8. Shipping Damage

We carefully pack all orders, especially handmade diorama scenes. However, due to the nature of international shipping, small parts may loosen or become damaged during transit.

If your item arrives damaged, please contact us within 7 days of delivery and provide:

• Your order number
• Photos of the outer package
• Photos of the inner packaging
• Photos or video of the damaged item
• A brief description of the issue

After review, we may provide replacement parts, repair guidance, or another suitable solution according to our Return & Refund Policy.

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9. Lost or Delayed Packages

If your package is significantly delayed, please contact us and we will help check the shipping status with the carrier where possible.

Please note that we are not responsible for delays caused by customs, carriers, weather, public holidays, or other events outside our control.

A package is not considered lost until the carrier confirms it as lost or until the tracking has shown no reasonable movement for an extended period.

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10. Contact Us

For questions about shipping, expedited delivery, order status, or delivery issues, please contact us at: 

Email: towdio64@gmail.com