At STEVENS Sales Store, we take pride in providing premium modeling supplies to professional model builders and hobbyists worldwide. We want you to be completely satisfied with your purchase of AK Interactive, Mr. Color, Gaia Color, and other specialty paints. If you’re not satisfied, we offer a straightforward returns and exchanges process.

Important Note: Due to the nature of our products, opened paints, chemicals, and weathering products cannot be returned for safety and hygiene reasons. All other products may be returned within 15 days of receipt.

Return & Exchange Eligibility

  • Items must be unused, in original packaging with all seals intact
  • Returns must be initiated within 15 days of delivery
  • Original proof of purchase required
  • Non-returnable items: Opened paints, chemicals, weathering products, and clearance items

Return Process

Step 1: Request Authorization

Email our customer service team at [email protected] with your return request. Please include:

  • Your order number
  • Product name and quantity you wish to return
  • Reason for return
  • Whether you prefer a refund or exchange
Subject: Return Request for Order #[Order Number] Dear STEVENS Sales Store, I would like to request a return/exchange for my recent order: Order Number: [Your Order Number] Product(s) for Return: [Product Name(s) and Quantity] Reason for Return: [Please specify] I would prefer: [Refund/Exchange for (specify product if exchanging)] Please advise on next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and return instructions.

Step 3: Package and Ship

Securely package the items with the RMA number clearly visible on the outside of the package. Ship to:

STEVENS Sales Store
Returns Department
1222 Fantages Way
Portland, US 04101

Step 4: Processing

Once we receive your return, we’ll inspect the items and process your request within 3-5 business days.

Refund Information

  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we receive and approve your return
  • Bank Processing: Additional 5-10 business days may be required for the refund to appear in your account
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Information

  • Exchanges are subject to product availability
  • You will be responsible for any price difference in exchanged items
  • We’ll cover standard shipping costs for exchanges of equal or greater value

Damaged or Incorrect Items

If you received damaged or incorrect items, please contact us immediately at [email protected] with photos of the damaged/incorrect items and packaging. We’ll arrange for a replacement or refund at no additional cost to you.

International Returns

For international customers (outside the US):

  • You are responsible for return shipping costs
  • Mark the package as “Returned Goods” to avoid customs charges
  • We cannot refund original customs/duties fees

If you have any questions about our returns policy, don’t hesitate to contact our customer service team at [email protected].