Replacement Parts Policy
To eligible to claim replacement parts, you must meet the requirements of these Replacement Parts Policy. Otherwise, we reserve the right to reject the request of replacement.
Replacement Parts Policy
We do provide replacement guarantee for missing or damaged parts. To be eligible to claim a replacement for the missing or damaged parts, you must meet the requirements below. Otherwise, the service of replacement will not be considered.
1.) You must inform us about the missing or damaged parts within 14 days of the day you’ve received the product from the courier at [email protected]
2.) You must carefully check the parts without opening the package by taking the part list (usually on the first page of the instruction manual) as the standard and take a photo of the package in which you found the missing/damaged parts occur.
3.) We need the photo of the original package in its original condition – unopened and undamaged to proceed with the claiming process with the manufacturer. If the original package opened, we reserve the right to refuse to provide the service of part(s) replacement.
4.) The service of part(s) replacement only available for orders placed at Museigen Hobby, so please provide the proof of your purchase (Example: Receipt, Invoice, or Order Number) when submitting the request for a replacement parts claim.
5.) We reserve all right to reject the replacement request if you’re over the 14 days guaranteed so please have an inspection on parts immediately upon receiving and verify the guaranteed by sending us the photo of the unseal package (like step 1 below).
3 Things We Need To Claim The Replacement Parts
Kindly provide the following information to submit your replacement parts claim at [email protected]:
1. Photo of the original package
Kindly take a photo of the original package in which you found the missing/damaged part(s) and attach the photo when you’re submitting the request for the replacement part(s) claim. We need the photo to claim the replacement parts from the manufacturer so it’s a must to have.
2. Proof of Purchase
The service of parts replacement ONLY available for customers who purchase from Museigen Hobby for the kit that needed a part replacement. Therefore, kindly provide the order number of the kit when submitting the request for our part replacement service.
3. Which part is missing?
In order to effectively proceed with the replacement parts claiming, kindly mark the missing part(s) you’ve found on the part list (the first page from the instruction manual) and attach the photo when submitting the request for the replacement claim.
**Kindly take the part list as standard**
Parts That We Don’t Claim – Fixable Defective Parts
The GK Resin kit is a handmade product, not a plastic injection machinery production, therefore, the skills of modification such as parts cutting, sanding, re-do panel lines, piling, gluing, and pinning are required. Oftentimes, the creativity and flexibility use of tools and materials are required.
Since GK resin kit is a handmade/handcraft molding product, the occurs of defects such as uneven surface and bubble holes, broken parts (which can be easily fix with glues), joint tightness, and asymmetry are common cases, kindly treat with a peace of mind.
We do not claim for the fixable defective parts. If you meet any problems to fix the defective parts, you can email us at [email protected] or you can share your problem on our Facebook Closed Group for more help.
Frequently Asked Questions
How long does it takes to claim the replacement parts?
Once we received your email requesting for the parts replacement, involved all the required information listed above, we’ll proceed with the claiming process immediately. The entire process will take up to 2-4 weeks to arrives at our store. Once it’s arrived, we’ll contact you to proceed further.
When will I receive my replacement parts upon it arrived from the manufacturer?
At the usual time (before the arise of Covid-19), once we received the claimed replacement parts from the manufacturer, we’ll ship the claimed replacement parts via the untraceable Small Packet Shipping Service (SAL) at no cost from the customer.
But due to the effects of Covid-19, the SAL Shipping Service has become temporarily unavailable, therefore, we’ll hold the claimed replacement parts until the SAL Shipping Service becomes available to proceed further OR ship along with any order placed while waiting. However, for customers who are in a rush to get the replacement parts shipped as soon as possible, kindly contact us for more detail.
Is that possible to get a part replacement if I've over the 14 days guaranteed mark?
Yes, we can still claim the replacement parts for you but you’ll need to take care of all costs that might needed such as the cost for the replacement part(s), plus the shipping fees. This service only applies when you’ve purchased the kit from Museigen Hobby.
My parts were eaten by my cat, can I claim replacement parts?
Yes, we can claim the replacement parts for you but you’ll need to take care of all costs that might be needed such as the cost for the replacement part(s), plus the shipping fees. This service only applies when you’ve purchased the kit from Museigen Hobby.