Product Quality Issues
If you have any issue with a product - please read below in our help section to explain how we do our best to correct manufacturer errors in the products we sell
I opened up my model kit and it is missing a base?
This does happen from time to time; manufacturer packaging errors are uncommon but do occur. If your product is missing a base, please inform us, and we will send one to you!
We send missing bases in a postage-marked envelope, but we do not provide tracked labels for replacement bases.
What if my product is missing a sprue bit, or contains a disformed bit?
If you have any issues with a product, a sealed product missing a sprue, incorrect contents, a mis-cast bit etc. Please let us know so we can do our best to correct this - Send an email to : Gamingstore@theroguetraders.com.
Please send us a picture of the sprues you recieved and or where the missing bit is on the sprue so we. can assess the situation in a timely manner
We often hear from a customer that Games Workshop directed them to contact the retailer that they purchased the model from to handle customer service for products that had packaging errors or manufacturer errors, and yes this is correct .Games Workshop normally does not handle or cover customer service for products not directly purchased from them.
We strive to promptly address any manufacturer errors in model kits. Occasionally, we obtain missing pieces from other online vendors or extract them from another kit. Finding a replacement part can occasionally take time, as we may not always have immediate options available. Therefore, we kindly ask for your patience during our resolution process in such situations.
We do not send entire model kits to replace a single missing piece. (Yes, occasionally a model you purchase might be missing a part once opened.) Contrary to popular belief, Games Workshop doesn't have a stockpile of replacement bits or sprues to distribute to customers.
Will you always be able to send me a replacement sprue or bit?
Sometimes our customer service options for limited release kits are at extremely limited. Some box sets or models are produced in limited numbers so we cannot get replacement models or bits. This is very prevalent in Multi Unit boxes or Limited release Kill team Sets where the contents of these larger kits are only available in that limited set. In order for us to handle products like that, we sometimes have to wait a couple of months until these models are released in their own standalone kit in order for us to get the opportunity to buy another kit to get the required pieces out of it.
If we are unable to locate a replacement sprue or bit, we will offer a full refund for a returned product