Please refer to our Terms & Conditions Policy points 7 and 8 for returns and cancellations for online purchases.
Our returns policy for damaged or faulty goods is aligned with your consumer rights as specified in the Consumer Rights Act of 2015.
Unless they are damaged or faulty, only items bought online and within the 14 day right to cancel period can be returned. If you bought an item in store and have changed your mind, unfortunately we will not issue a cash or credit card payment refund on those items. But, we may, at our discretion issue a credit note/gift card to their value for future purchases with us if returned within 14 days.
Damaged or faulty products (bought online or in store)
No refund or replacement will be offered where an item has been sold to you, (whether at a discount or at full price) and has been marked as damaged or with faults you were made aware of prior to purchase. This includes any item sold as “without warranty”.
There will also be no right to refund or replacement for items which have been deliberately damaged, or damaged through attempted self repairs.
Please contact us in the first instance where items from new which have an immediate fault or damage upon receipt, or which subsequently develop faults are subject to the following constraints:
Your 30 day right to return
You have the legal right to a refund if you return your faulty goods within 30 days of receiving it. We may also offer a like for like exchange of faulty goods.
Your consumer returns rights after 30 days
If you find a fault within the first six months of possessing your faulty goods, we must be given the opportunity to make a repair or replacement. Repairs may include manufacturer warranty repairs. If any repair or replacement is unsuccessful, you have the right to a refund.
After six months
If any items are covered by a 12 month (or greater) manufacturer warranty, we will attempt a manufacturer repair.
Any items which don’t have a warranty; after the first six months, the burden of proof switches to you to prove the fault you’ve found was present at the time you purchased the goods in store or first took ownership of it if you bought it online.
The law does not detail how consumers can prove a fault was present at purchase.
Second Hand Goods
We cannot guarantee or issue a warranty on second hand items to be either fit for purpose or fault free. These items are sold as seen and well described to highlight their prior use and any defects present.
Any second hand model motors and controllers we sell are not PAT tested, but have been checked and tested for voltage output or noticeable damage and are sold as such.
Any model locomotive sold by us has been tested and serviced where required. Subsequent faults which may develop are outside of our control. However, your consumer rights do apply to second hand goods. Please contact us in regards to any faults on second hand goods we provide to you, as we will aim to resolve those in accordance with your rights.
Making the return
Contact us in the first instance. To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer unless advised.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
To return your product, you should mail your product to:
Sunderland Station Models, 35C Ellesmere Court, Leechmere Industrial Estate, Sunderland, SR2 9UA.
You will be responsible for paying for your own shipping costs for returning your item unless the item is faulty. Faulty items returned will have the return shipping costs reimbursed.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and will be helpful in the event claims against couriers are required.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.