At Railwayscenics, our aim is to ensure that our customers are completely satisfied. If you are not 100% satisfied with your purchase you are welcome to return it to us in a new and unused condition within 14 days of receiving it and we will issue a refund.
In accordance with the Consumer Contracts Regulations 2013, you have the right to cancel your full order and obtain a full refund within 14 working days from delivery. Just let us know in writing by either post or email that you want to do this.
By 'New and Unused' we expect this to mean that you have kept all original packaging, instructions, leaflets and labels, and that it is in an undamaged and unused condition (excludes normal examination of the product as you might do in shop).
Then securely package the item or items with a copy of the original invoice of sale, and return it to us so it arrives no later than 14 days from the date of the notice of cancellation. Any items received after this date will not be considered for a return.
It is in your interest to obtain Proof of Posting and also Proof of Delivery as we cannot be held responsible for non-delivery of goods to our address.
When your goods arrive here, we will check them to ensure that they are in a saleable condition and include all packaging, components, labels, leaflets and instructions. Unsalable as new items will incur a restocking fee of 25%.
A refund will then be issued within 14 days via your original payment method.
Before we package orders, all items are visually checked to make sure they are in good condition, but we are only human and occasionally things do go wrong.
Please let us know about any faults in any of your purchased goods as soon as possible so we can rectify any issues quickly.
If items that are returned as faulty and found to be not faulty we will contact you as soon as possible via email and ask that you arrange to have the items sent back to yourselves at your costs. Faulty items will be replaced and return standard postage cost will be refunded.
If you find your order is missing an item, or there are other delivery errors (including incorrect items or damaged stock) please let us know within 5 days of receiving it so that we can attempt to rectify the issue immediately.
Any returned items are your responsibility until they are delivered to us. Therefore for your own protection it is recommended that you send the items using a delivery service that insures you for the value of the goods. Return delivery costs are only refundable when the item is faulty.
No refunds will be given for any downloadable product, but we will do our best to ensure that you get the product that you ordered.
Full details of our returns procedure can be found in our Terms and Conditions. This policy does not affect your statutory rights.