Reporting Damaged, Defective, or Missing Parts in Pre-Packed KitsUpdated an hour ago

We do our best to make sure every order leaves Wargame Portal safely packed and ready to enjoy. However, many of the products we sell are pre-packed and sealed by the original manufacturer before they ever arrive at our warehouse. We do not unseal items to verify the contents inside them. 

Because we are not the original supplier or manufacturer for the vast majority of products in our store, we cannot manufacture replacement parts, sprues, books, cards, models, or other components ourselves. When an issue comes up with a sealed kit, such as a manufacturing defect, missing part, mispack, or broken component, we have to work within the replacement and claims process allowed by the original vendor.

Our 14-Day Reporting Policy

Customers must report damaged items, missing parts, mispacks, or manufacturing defects within 14 days of delivery.

This policy is also noted on our packing slips, and customers are urged to inspect their orders as soon as they arrive. Please verify that all items in your purchase are present, complete, and in good working order before setting them aside for a future project.

The reason for this timeframe is simple: most of our vendors only allow a limited amount of time for retailers to report defects or request support. After too much time has passed, there is often no way for the vendor to verify when the issue occurred, whether the product was built, altered, stored incorrectly, damaged after delivery, or otherwise changed from its original condition.

Our 14-day policy takes those vendor timeframes into account and gives us enough buffer room to properly review the issue, collect any required photos or information, and submit the claim through the correct workflow.

Claims Reported After 14 Days

Requests for replacement kits, replacement parts, refunds, or other support for damaged, defective, or incomplete products reported after the 14-day window will be denied.

We understand that this can be frustrating, especially for customers who purchase kits for future projects and do not open them right away. However, we are required to work within the timeframes and procedures allowed by our vendors. Once that window has passed, we usually no longer have a valid path to request support from the supplier.

For this reason, we strongly recommend checking every item in your order shortly after delivery, even if you do not plan to build or use the product immediately.

What to Include When Reporting an Issue

To help us review your claim as quickly as possible, please include:

• Your order number
• Photos of the damaged or defective item
• Photos of the box, sprue, book, card, or component affected
• A clear description of what is missing, damaged, or incorrect
• Photos of the shipping box and packing materials, if the issue may have occurred during shipping

Providing this information upfront helps us determine whether the issue is related to shipping damage, a manufacturer defect, or a missing/mispacked component.

Limited Release Games Workshop Items

Limited release Games Workshop products have additional restrictions that customers should be aware of.

These items include products such as limited release combo boxes, starter sets, army boxes, battleforces, limited run books, special edition items, and similar one-time or short-run releases.

In many cases, Games Workshop does not allow us to request individual replacement parts, individual sprues, individual books, or separate components from these products. They also will not provide us with individual kits or piece-by-piece replacements from inside a limited release box.

Typically, the only option Games Workshop allows for these items is a return-and-refund process. This means the customer must return the full item to us first, in an unbuilt condition, and once the product is returned through the Games Workshop process, we can issue the appropriate refund.

Why Piece-by-Piece Replacements Are Not Available for These Items

For limited release kits, Games Workshop generally treats the product as a complete boxed item rather than a collection of individually replaceable components. Because of that, they do not allow us to replace only the missing or damaged piece from the box.

That means we usually cannot provide:

• A single replacement sprue from a limited box
• A single model from a combo kit
• A replacement book from a limited release set
• Individual parts from a starter set
• Partial replacements from a limited run product

We know this is not always the ideal solution, but it is the process made available to us by the supplier.

Final Reminder

Please inspect your order within 14 days of delivery and contact us immediately if something is damaged, defective, missing, or incorrect.

We are always happy to help when an issue is reported within the proper timeframe, but after that window has passed, replacement or refund requests for pre-packed kit defects will be denied.