Policy Notice
Cancellation Policy – Rail Model
When you buy goods from Rail Model, you have the same rights as if you had bought them from a shop for standard items.
All of Rail Model products have been checked so that our products when delivered will:
1) match their description on the website
2) be of satisfactory quality
3) have clear information available before you decide to buy
You may however cancel your order at any time prior to any delivery being made, or, up to 14 working days, after you received the goods and get your money back, although you will be liable to pay for the return of the goods to Rail Model.
All cancellations of orders must be made in writing by email, fax or post prior to the 14 day period.
You do not have the right to cancel if the goods you have ordered were made to order (bespoke) or are of a perishable nature.
Your refund will be issued as soon as goods are returned or within 30 days of the cancellation being received.
Under the law the customer has the responsibility to treat the product with "reasonable care" which would include that the goods are returned as the statement below:
- Goods should be returned if cancelled in the original packaging, with a copy of the delivery note, within 14 days of the date of receipt of said goods.
- Please note that Rail Model are only able to accept items that have not been damaged (except in transit), altered or used, hired or displayed in any way.
Your statutory rights as a consumer are unaffected by this policy. This policy may be superseded by any contract you enter into with Rail Model as a company.
Please contact our Customer Services Department on 07759240730 or email us.
Returns Policy – Rail Model
Used in conjunction with point 9.6 Standard Terms and Conditions of Business of Rail Model.
Rail Model want you to be completely satisfied with your purchases.
We endeavour to ensure that the products are the same as described on our web site specifications, although on occasions some manufacturing differences may occur, where manufacturers upgrade the specifications without advising their distributors.
Items are described, photographed and displayed as accurately as is possible allowing for differences when viewed by different systems over the internet.
Bespoke or specially made to a customer’s specification items cannot be returned on the basis of not suitable purpose or as part of a cooling off period.
If you are not completely satisfied with any item you have purchased from us, you may return it, after first contacting our Customer Services Department as below.
Please note :
- Please return the goods in the original packaging, with a copy of the delivery note, within 14 days of the date of receipt of said goods.
- Please note that Rail Model are only able to accept items that have not been damaged (except in transit), altered or used, hired or displayed in any way.
- If the goods supplied are not deemed suitable for the purpose they were purchased, Rail Model will, on safe receipt of said goods, offer a full refund or replacement of goods to the same value.
- If the goods are proved to be suitable for the purpose they were purchased, we may at our discretion accept a return of said goods, but this may be subject to a restocking charge of 25% of the value of the goods in question.
Your statutory rights as a consumer are unaffected by this policy. This policy may be superseded by any contract you enter into with Rail Model as a company.
Please contact our Customer Services Department on 07759240730 or email us.
Complaints – Rail Model
Rail Model
In the case of a complaint regarding faulty or damaged goods Rail Model will adhere to the following guidelines to investigate a valid claim and enable a clear and effective solution to the satisfaction of all parties.
1 - All complaints must be reported by phone within 24hrs, and made in writing within 48 hours of receipt by client. Our couriers require reporting within 24hrs. If damage is caused in transit this allows us to claim against the courier. If damage is reported after 24hrs of receipt of goods Rail Model cannot reimburse the customer any monies for damage caused by the courier.
2 - In the case of a manufacturing fault, complaints must be made in writing to Rail Model.
3 - Goods must be shipped back to Rail Model at the clients cost, for evaluation purposes. If a manufacturing fault is found to be the reason for the problem the shipping cost will be reimbursed and a new or repaired product will be sent.
4 -If a manufacturing fault is found to be conclusive Rail Model will replace or correct the Goods (or part in question).
5 - If a manufacturing fault is found to be conclusive and the product can no longer be repaired, or, an alternative product cannot be supplied, for whatever reason, the client will be entitled to their money back in full.
6 - If misuse of the product is found to be the reason for the fault then the customer will be notified and then the product will be held until we receive clients’ instructions.
7 – Rail Model can in most circumstances provide a quotation for repair or replacement of the product, if misuse of the product has been found. The client will be eligible to order and pay for this repair or replacement product on the client’s written instruction.
8 - All complaints will be dealt with fairly and documented within the Rail Model internal office systems for future improvements and better customer service.
If you require any further help please contact our customer service department on 07759240730