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We want you to be completely happy with your purchase from Railwayscenics,
however we do understand some items are not always suitable once you receive
them or may develop a fault once received.
Returning items is as easy as if you had bought them from a shop. Simply
follow the instructions below depending on whether the item is faulty or being
returned under the 14 day returns policy.
Downloads
Downloads will not be refunded. All downloads have a time limit of 21
days. Should you fail to download your items in that time, you will have
to contact us using the
contact us form.
Packaging and delivery costs.
As stated on your order.
Our delivery costs include a charge for packaging.
At the final checkout stage delivery costs are calculated on the weight of
your complete order. If you think that the postage costs are excessive,
send us an email stating your concerns before placing your order.
International Delivery
Please note due to Royal Mail Safety regulations we are unable to post
Paints, Aerosols and Thinners etc to overseas customers.
Please see Royal Mail Website - Prohibited Goods for more information.
The maximum order weight for international parcels is 2Kg. If your order is
above this weight, we will remove items so the total weight of the order is
below this figure and offer a refund of the item removed.
Delivery Terms and Conditions
Where possible, orders placed by 2.00pm will be packed and posted the same
day. Sometimes this is not possible.
By default we use Royal Mail for all our deliveries. There is an option at
the checkout stage for you to alter the service used. We now offer 1st, 2nd and
Airmail as the choices for delivery. We also offer recorded deliveries in both first
and second classes. Delivery will be made to the shipping address specified on the
original order. Any subsequent change of delivery address will incur additional charges.
Two delivery attempts will be made. Additional charges will be made for subsequent
delivery attempts.
Delivery can only be made to a P.O. Box address if you provide us with your
phone number.
All payments must be fully completed prior to delivery.
Delivery of customer orders is subject to the policies of Railwayscenics elected
shipping agent.
In the event that a customer cannot take delivery, it will be the customer’s
responsibility to retrieve the product according to the policies of the
shipping agent.
Product Availability
We aim to maintain availability of all products shown on the website, but
unfortunately this cannot be guaranteed. Railwayscenics cannot be held responsible for
damages incurred by the customer due to insufficient inventory.
Returns Policy.
Introduction
We understand that from time to time you may wish to return a product to us.
We have created this 14 day returns policy to enable you to return products to
us in appropriate circumstances.
This returns policy applies to customers irrespective of your geographical
location.
This policy does not affect any statutory rights you may have (such consumer
rights under the Consumer Protection (Distance Selling) Regulations 2000).
Returns
Where you have no other legal right to return a product and receive a refund or
exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within 14 days following the date of
purchase of the product;
(b) the returned product is unused, in its original unopened packaging and
otherwise in a condition enabling us to sell the product as new;
(c) a copy of the original invoice is included
(d) you comply with the returns procedure set out below; and
(e) none of the exclusions set out below apply.
Returns procedure
In order to take advantage of your rights under this returns policy, you must:
All returns must reach us within 30 days from initial dispatch date. Items
received after 30 days will not be accepted for return. We cannot refund postage
packing charges and the cost of returning the goods shall be paid for by the
customer. The customer shall be responsible for ensuring the return of goods and
we cannot be held responsible for items lost in transit.
Products returned under this policy must be sent by recorded delivery.
You will be responsible for paying postage costs associated with returns under
this policy.
Exclusions
The following kinds of products may not be returned under this policy
(a) Downloads;
(b) Used items, unless faulty;
Refunds
We will send you a refund for the full price of any product properly returned by
you in accordance with the terms of this returns policy including the original
delivery charges and excluding the costs of returning the product to us.
We will usually refund any money received from you using the same method
originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event,
within 30 days of the day we received your returned product.
Improper returns
Where you return a product in contravention of this policy and where you do not
have any other legal right to return the product:
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional
amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of
issuing a request for payment, we may destroy or otherwise dispose of the
returned product at our sole discretion without any liability to you.
(d) We will charge a 25% of the order total, inclusive of P&P costs,
cancellation administration charge on all improper returns. This is to cover the
costs of repackaging and re stocking the items returned, and for administration
for cancelling the original invoice and creating the refund.
Cancellation
If you wish to cancel any outstanding order, please contact us using the
form here (stating
your order number), and the reason for the cancellation.
Complaints Procedure
Should any product, or service, offered by Railwayscenics. not meet with your
full satisfaction please inform us, and we will deal with your comments or
complaint as soon as possible. Please use our online contact us form to provide
us with your name, address, and telephone number or e-mail. Please also state
clearly your complaint or problem. We will acknowledge your correspondence by
return, and try to resolve the problem within 3 days. We welcome any comments or
suggestions for improving our service to our customers.
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