Returns & Refunds
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 any unused, unopened products to us using the RMA system availablre from within your account. You must include a copy of the original sales invoice, or proof of purchase.
In accordance with the distance selling regulations, you have the right to cancel your order should you change your mind. Simply visit the RMA returns page in your account, and complete and submit the short form. Once you hear back from us, return the items to the address supplied and we will do the rest.
At present we do not offer a free returns service, but we will refund any cost of return postage on faulty items, or incorrectly sent items to you via your original payment method.
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 without it.
When your goods arrive back here, we will check them to ensure that they are in a saleable condition and include all packaging, components, labels, leaflets and instructions. Unsalable 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 all items, they 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 using our RMA system so that 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 rufunded.
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.
We have put in place a web based Return Materials Authorization system which automates the returns procedure for any faulty or returned items.. This system allows a user to login to their account and to request an RMA number and once approved by us, the products can be returned to us for repair or exchange.
The RMA system will notify us of this and immediately start a workflow process that tracks the process.
The RMA system will confirm receipt of the goods by issuing an email to the customer upon receipt of the returned items. Being a web based system allows a client to check on the status of the module at any time 24 x 7 without having to send emails or make phone calls in an effort to find out status information of the module.
We believe this to be a better way to support our customers.
To request an RMA number, a customer needs to have an account to access theRailwayscenics customer area. To access the returns system, the customer needs to access their account and open the order that included the items. There should be a Request Return button at the top of the page which when clicked will open a page where the item or items that are to be returned can be selected. Once complete click the Continue button. A page will open which should be read as it includes further information. Once happy click the I Agree button to start the process.
We will do the rest and keep you informed on progress.
Your Statutory Rights
This policy does not affect your statutory rights.