RETURN AND REFUND POLICY

Last updated: July 20, 2026

1. General information

This Return and Refund Policy applies to purchases made through the Nauport Models online store.

The store is operated by LIMITED LIABILITY COMPANY “TEST”, trading as Nauport Models.

We want every customer to receive the correct product in good condition. Please read this Policy before placing an order.

Nothing in this Policy limits any mandatory consumer rights that apply under the laws of the customer’s country.

2. Return period

For eligible standard products, customers may request a return within 14 calendar days after receiving the order.

To start a return, the customer must contact us within this period at:

info@nauport.com.ua

The return request should include:

• the customer’s full name;
• order number;
• product to be returned;
• reason for the return;
• photographs of the product and packaging where relevant.

Customers should not send products back without first receiving return instructions from Nauport Models.

Unauthorised returns sent without prior contact may be delayed, refused, or returned to the sender.

3. Eligibility for return

To qualify for a standard return, the product must:

• be returned in the condition in which it was received;
• not show damage caused by the customer;
• include all original parts and accessories;
• include the stand, support rod, nameplate, documents, and other components supplied with the model;
• be returned in its original protective packaging where reasonably possible;
• be packed safely to prevent damage during return transport.

The customer may inspect the product to the extent reasonably necessary to confirm its nature, characteristics, dimensions, scale, appearance, and condition.

The customer may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to inspect the product.

Minor handmade variations in colour, markings, surface finish, positioning of small components, or packaging are not automatically considered defects when they do not materially affect the overall appearance or intended collector use of the product.

4. European Union right of withdrawal

Consumers located in the European Union may have a statutory right to withdraw from an online purchase without providing a reason.

The withdrawal period normally expires 14 calendar days after the day on which the customer, or a third party designated by the customer other than the carrier, receives the product.

To exercise this right, the customer must inform Nauport Models of the decision to withdraw before the withdrawal period expires.

The notice may be sent by email to:

info@nauport.com.ua

The customer may use the withdrawal notice template provided at the end of this Policy, but use of the template is not mandatory.

After notifying us of the withdrawal, the customer must return the product without undue delay and no later than 14 calendar days after sending the withdrawal notice.

For orders containing several products delivered separately, the withdrawal period may begin when the final product from the order is received, where required by applicable law.

5. Return shipping costs

For returns made because the customer changed their mind or exercised a right of withdrawal, the customer is normally responsible for:

• arranging the return shipment;
• paying the return shipping cost;
• using suitable protective packaging;
• obtaining proof of postage;
• complying with export and customs requirements for the return.

We strongly recommend using a tracked shipping service.

Nauport Models is not responsible for a return parcel that is lost or damaged before it is delivered to us.

When the return is required because the product was incorrect, materially defective, or damaged before delivery, Nauport Models will provide reasonable return instructions and cover or reimburse appropriate return shipping costs where required by applicable law.

6. Return address

Products must not be returned to the business or registered address without prior written approval.

After the return request has been approved, we will provide:

• the authorised return address;
• recipient information;
• customs instructions where applicable;
• packaging requirements;
• any required return reference.

International return parcels must be clearly declared as returned goods where appropriate.

Customers should not incorrectly declare a returned product as a new commercial sale.

Any customs charges caused by an incorrect customs declaration made by the customer may be deducted from the refund where permitted by law.

7. Products that cannot normally be returned

The following products may not be eligible for change-of-mind returns where permitted by applicable law:

• personalised models;
• models made to the customer’s individual specifications;
• custom-painted products;
• products with customer-selected registrations, liveries, names, markings, colours, or inscriptions;
• individually commissioned products;
• products modified at the customer’s request;
• made-to-order products after production has started;
• products damaged after delivery through misuse, mishandling, incorrect assembly, modification, repair, or improper storage;
• products returned incomplete;
• products purchased for commercial resale where consumer withdrawal rights do not apply.

The exclusion for personalised or made-to-order products does not remove the customer’s rights when the product:

• arrives damaged;
• is materially defective;
• is not the product ordered;
• does not conform to the agreed individual specification.

Limited-edition status alone does not automatically make a standard product non-returnable.

Discounted or sale products remain subject to the same return rights unless they fall within a lawful exclusion stated above.

8. Order cancellations before dispatch

Customers may request cancellation by emailing:

info@nauport.com.ua

A cancellation request should include the order number and customer’s full name.

For ordinary in-stock products, we will try to cancel the order when the request is received before dispatch.

An order cannot normally be cancelled after it has been transferred to the postal operator or courier. The customer may need to receive the parcel and follow the applicable return procedure.

9. Custom and made-to-order cancellations

Personalised, modified, custom-painted, or made-to-order products may enter production shortly after payment.

The customer should contact us immediately when requesting cancellation of such an order.

Where permitted by applicable law, a custom order may no longer be cancellable after:

• design work has started;
• individual markings have been prepared;
• production or painting has started;
• custom materials or components have been ordered;
• the finished product has been approved by the customer.

Before production begins, we may agree to cancel the order and deduct reasonable non-refundable costs already incurred, where permitted by law.

10. Damaged products

Customers should inspect the parcel and product promptly after delivery.

When a product arrives damaged, please contact us as soon as possible, preferably within 48 hours after delivery. This recommended reporting period helps us submit a claim to the carrier, but it does not limit mandatory consumer rights.

The customer should provide:

• order number;
• tracking number;
• description of the damage;
• clear photographs of the unopened parcel where possible;
• photographs of the shipping label;
• photographs of all sides of the external box;
• photographs of the internal protective packaging;
• photographs or video of the damaged model;
• photographs of detached, broken, or missing components.

The customer must retain:

• the model;
• original product box;
• foam insert;
• internal packaging;
• external shipping carton;
• shipping label;
• damaged components.

The packaging should not be discarded until the claim has been reviewed because the postal operator or courier may request it as evidence.

Depending on the circumstances, we may offer:

• replacement parts;
• repair assistance;
• a partial refund;
• replacement of the product;
• a full refund;
• another solution agreed with the customer.

11. Incorrect products and missing items

When the customer receives the wrong product or an item is missing from the order, the customer should contact us promptly at:

info@nauport.com.ua

Please provide:

• order number;
• photographs of all products received;
• photograph of the shipping label;
• photographs of the packaging;
• description of the incorrect or missing item.

After reviewing the information, we will arrange an appropriate solution, which may include:

• sending the missing item;
• replacing the incorrect product;
• providing a return label or reimbursing reasonable return shipping;
• issuing an appropriate refund.

12. Defective products

A product is considered potentially defective when it does not materially conform to its description, agreed specification, or normal intended collector use.

Normal handmade variations are not considered defects unless they materially affect the appearance, completeness, quality, or value of the product.

Damage caused after delivery by the following is not considered an original product defect:

• dropping or impact;
• excessive pressure;
• incorrect installation on the stand;
• bending landing gear, antennas, mirrors, propellers, or other delicate components;
• exposure to moisture or excessive heat;
• unsuitable cleaning chemicals;
• unauthorised repair or repainting;
• normal wear;
• failure to follow product or handling instructions.

Where the product is confirmed to be defective, we will provide a remedy in accordance with applicable law. This may include repair, replacement, price reduction, or refund.

13. Refund amount for change-of-mind returns

For an approved return of an eligible standard product, the refund may include:

• the amount paid for the returned product;
• the cost of the least expensive standard delivery method offered for the order, where reimbursement is required by applicable law.

The refund may not include:

• return shipping paid by the customer;
• additional cost of premium, express, or upgraded delivery selected by the customer;
• import VAT or customs duties paid directly to destination-country authorities;
• bank or currency-conversion fees charged independently by the customer’s financial institution;
• loss of value caused by unnecessary handling or customer damage;
• non-refundable costs allowed by applicable law.

When only part of an order is returned, the original delivery cost may not be refunded when that cost would have been the same for the products retained by the customer.

14. Refund processing

We will inspect the returned product after it is delivered to the authorised return address.

The customer will be notified when the return has been received and reviewed.

Approved refunds will normally be issued through the original payment method.

For customers exercising a statutory EU right of withdrawal, reimbursement will be made within the period required by applicable law. We may withhold reimbursement until:

• the returned product has been received; or
• the customer provides acceptable evidence that the product has been sent back,

whichever occurs first, where permitted by law.

After we issue the refund, the customer’s bank, card issuer, PayPal, or payment provider may require additional time to credit the funds.

We do not control payment-provider processing times.

Refunds cannot normally be redirected to a different card, account, or recipient.

15. Partial refunds

A partial refund may be offered or applied where permitted by law when:

• the customer agrees to keep a product with minor damage;
• replacement components are supplied;
• the returned product has lost value because of unnecessary handling;
• parts, accessories, stands, documents, or packaging are missing;
• the product was damaged because it was inadequately packed for return;
• another partial-refund solution is agreed with the customer.

No partial refund will be issued without informing the customer of the reason.

16. Exchanges

We do not guarantee direct exchanges because many Nauport Models products are handmade, rare, discontinued, or produced in limited quantities.

The simplest procedure may be:

1. return the eligible product under this Policy;
2. receive the approved refund;
3. place a new order for the replacement product.

When a direct exchange is available, the customer may be required to pay:

• any price difference;
• new shipping charges;
• applicable customs or import charges.

17. Unclaimed and refused parcels

A parcel may be returned to us when:

• it is not collected within the carrier’s holding period;
• the recipient refuses delivery;
• the address is incorrect or incomplete;
• the recipient cannot be contacted;
• import charges are not paid;
• delivery attempts are unsuccessful.

When the parcel is returned safely, we will contact the customer.

Where permitted by law, any refund may be reduced by:

• the original shipping cost;
• return shipping charged by the carrier;
• customs charges;
• handling fees imposed by the carrier;
• damage or loss caused during the return.

Alternatively, the order may be resent after the customer pays the new shipping cost and any return-related expenses.

Further details are provided in our Shipping Policy.

18. Return damage and packaging responsibility

Collector models may contain delicate parts, including landing gear, antennas, propellers, mirrors, stands, rods, and small accessories.

The customer is responsible for packing an authorised return securely.

Whenever possible, the original:

• foam insert;
• product box;
• protective materials;
• external shipping carton

should be used.

A refund may be reduced when the product is damaged during return because the customer used insufficient or unsuitable packaging, except where such reduction is prohibited by law.

19. Business and wholesale purchases

Mandatory consumer withdrawal rights may not apply to purchases made:

• by another company;
• for commercial resale;
• for professional or business purposes;
• as part of a wholesale or individually negotiated agreement.

Returns for wholesale and business orders are governed by the applicable invoice, quotation, contract, or written agreement.

Rights relating to incorrect, damaged, or non-conforming products remain subject to applicable law and the agreed commercial terms.

20. Chargebacks and payment disputes

Customers are encouraged to contact us before starting a payment dispute or chargeback.

Many delivery, damage, return, and payment issues can be resolved directly.

Starting a chargeback does not remove the customer’s responsibility to:

• return a product when required;
• provide requested evidence;
• communicate accurate information;
• comply with the payment provider’s investigation process.

Nothing in this section limits the customer’s lawful rights.

21. Changes to this Policy

We may update this Return and Refund Policy when:

• our products or procedures change;
• delivery providers change their requirements;
• Shopify features change;
• applicable consumer laws change;
• business or contact information changes.

The current version will be published on this page with the date of the latest update.

Changes do not retroactively reduce rights relating to orders already accepted.

22. Contact information

Questions, return requests, cancellation requests, complaints, or reports of damaged products should be sent to:

Nauport Models
Operated by LIMITED LIABILITY COMPANY “TEST”
Email: info@nauport.com.ua
Website: https://shop.nauport.com.ua

Please include the order number in all messages concerning an existing order.

23. Withdrawal notice template

Customers may copy and send the following text by email.

Providing a reason for withdrawal is optional. Customers exercising a statutory right of withdrawal are not required to provide a reason.

Subject: Notice of withdrawal — Order [ORDER NUMBER]

I hereby notify Nauport Models that I wish to withdraw from my purchase of the following product(s):

Product(s):
[INSERT PRODUCT NAME]

Order number:
[INSERT ORDER NUMBER]

Order date:
[INSERT ORDER DATE]

Date received:
[INSERT DELIVERY DATE]

Reason for return or withdrawal — optional:
[INSERT REASON, IF YOU WISH TO PROVIDE ONE]

The customer may indicate one of the following reasons:

• changed my mind;
• ordered by mistake;
• product does not meet my expectations;
• product does not match the description;
• incorrect product received;
• product arrived damaged;
• missing parts or accessories;
• other reason: [PLEASE SPECIFY].

Providing a reason helps Nauport Models improve its products and service but does not affect the customer’s statutory right of withdrawal.

Customer’s full name:
[INSERT FULL NAME]

Customer’s address:
[INSERT ADDRESS]

Email address:
[INSERT EMAIL]

Telephone number — optional:
[INSERT TELEPHONE NUMBER]

Date of notice:
[INSERT DATE]