RETURNS

All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached, custom made orders are excluded from any returns.

RETURN PROCESS

To return an item, please email customer service at contactus@modelrailworks.co.uk to obtain a Return Merchandise Authorisation (RMA) number.

After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:

Model Rail Works LTD

Attn: RETURNS

7 Westerns End

Brantham

Manningtree

Suffolk

CO11 1RS

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

REFUNDS

All refunds are subject to a 14 day Cooling off period from the date of purchase, and 14 days to return any item for a full refund, Many items are custom made, and made in batches, some orders can take longer to process due to pre-orders or batch order items. if you are not happy to wait, then a request for a refund must be made within this time frame. a refund will not be given after this time frame.

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS

The following items cannot be returned or exchanged:

● Custom-made individual items

For defective or damaged products, please contact us at the customer service number below to arrange a refund or exchange. 

Please Note

● Sale items cannot be returned.

● Items must be unused and in the same condition sold

● Items must also be in the original packaging.

QUESTIONS

If you have any questions concerning our return policy, please message us at contactus@modelrailworks.co.uk with “Return/Refund” as the subject. or alternatively our WhatsApp or Facebook Messenger from the links on our site.