4. Contact Information Policy

Last updated: August 6, 2026

This Contact Information Policy explains how customers, website visitors, service providers, and other parties may communicate with ModelKitsHub.

1. Official Contact Details

Business and trading name: ModelKitsHub
Website: modelkitshub.store
Email: support@modelkitshub.store
Phone: 0488 391 650

Business address:
Suite 402, Level 4/250 Pitt Street
Sydney NSW 2000
Australia

2. Customer Support Requests

You may contact us regarding:

• Product information
• Product availability
• Order confirmation
• Address corrections
• Shipping and tracking
• Delayed or missing deliveries
• Damaged or incorrect products
• Returns and refunds
• Website technical issues
• Payment questions
• Complaints and feedback
• Legal or intellectual property matters

3. Information to Include

To help us respond efficiently, include:

• Your full name
• Your order number, where applicable
• The email address used at checkout
• Your telephone number, where necessary
• A clear description of your request
• Relevant photographs or supporting documents

Please do not send full payment-card information, passwords, or other unnecessary sensitive information by email.

4. Response Times

Our support team aims to respond within 1–2 business days.

Response times may be longer during:

• Weekends
• Public holidays
• Major sales or promotions
• Carrier disruptions
• Periods of unusually high inquiry volume

Submitting multiple messages about the same issue may slow processing. Please reply to the existing email conversation where possible.

5. Order Changes and Cancellations

Requests to change or cancel an order should be submitted as soon as possible.

We cannot guarantee changes after fulfilment has begun. Where an order has already shipped, the customer may use the return process after delivery.

6. Returns and Refunds

Return requests must be initiated by emailing support@modelkitshub.store.

Do not send products to the listed business address unless our support team has expressly instructed you to do so. The appropriate return facility may be different from our administrative address.

7. Complaints

We take customer concerns seriously.

A complaint should include:

• The nature of the issue
• Relevant order details
• The outcome you are seeking
• Supporting evidence, where applicable

We will review the matter fairly and provide a response or update within a reasonable timeframe.

Nothing in this process limits your right to contact an authorised consumer protection body or pursue another remedy available by law.

8. Product Safety Concerns

Contact us promptly if you believe a product presents an unexpected safety risk.

Please stop using the affected product where continued use may cause harm and provide:

• The product name
• Your order number
• Photographs
• A description of the issue
• Details of any incident

We may request further information to investigate the concern.

9. Intellectual Property Notices

Notices concerning copyright, trademarks, photographs, product designs, or other intellectual property should be sent to support@modelkitshub.store.

Include:

• Your identity and contact information
• A description of the protected material
• The location of the material on our website
• The basis of your claim
• Evidence of ownership or authority

10. Privacy-Related Inquiries

Questions about personal information, marketing communications, access requests, or data corrections may be submitted to support@modelkitshub.store.

We will handle personal information requests in accordance with applicable privacy obligations.

11. Formal Notices

Formal legal notices should be sent by email and, where legally required, by post to the business address stated above.

A notice should clearly identify:

• The sender
• Contact details
• The nature of the notice
• The relevant order or transaction
• Any requested response date
• Supporting documents

12. Unacceptable Communications

We may limit communications that contain threats, harassment, discriminatory abuse, malicious attachments, repeated spam, or unlawful content.

This does not prevent customers from making legitimate complaints or exercising legal rights.

13. Accuracy of Contact Information

We aim to keep our contact information current.

Any updated details will be published on modelkitshub.store. Customers should use the latest information displayed on the website.