1. Change‑of‑Mind Returns

Because many of our items are limited, fragile, or sourced to order, we do not offer change‑of‑mind returns on model railway products or accessories.

If you’re unsure about a purchase, we’re always happy to guide you before you commit.

2. Damaged or Faulty Items

If something arrives damaged or isn’t working as it should, we’ll resolve it quickly.

You can choose the path that gets you back on track fastest:

• Repair

• Replacement

• Refund

Please send us:

• Your order number

• Clear photos or a short video of the issue

We’ll assess the item promptly and let you know the next steps.

Australian Consumer Law (ACL) guarantees your rights beyond any manufacturer warranty. If a product fails to meet acceptable quality, durability, or performance standards, we will remedy it — even if the manufacturer’s warranty period has ended.

3. Incorrect Items

If we’ve sent the wrong item, we’ll correct it immediately at no cost to you. We’ll arrange return shipping and dispatch the correct product as soon as possible.

4. Preorders

Preorders help us secure limited‑run items from Japan and other regions.

• Before supplier order is placed: Deposits are refundable, minus a small admin fee.

• After supplier order is placed: Deposits become non‑refundable, as we commit to the manufacturer on your behalf.

• If final payment isn’t completed by the delivery date: The item returns to store inventory for resale.

If a supplier cancels or fails to deliver, you receive a full refund.

5. Warranty Coverage

Most products include a manufacturer warranty (typically 12 months), but your rights do not end there.

Under ACL, you are entitled to a remedy if a product:

• Fails prematurely

• Has a manufacturing defect

• Does not perform as a reasonable customer would expect

We will always act in accordance with these guarantees.

6. How to Start a Return or Warranty Claim

Email or visit us with:

• Your name

• Order number

• Description of the issue

• Photos or video if applicable

We’ll guide you through the process with clarity and minimal friction.

7. Our Philosophy

TSUBAME aims to create a calm, predictable experience. No surprises, no unnecessary steps — just fair outcomes handled with care.