Returns

 

How do I return a product?

This returns procedure is for goods purchased in the UK from the Hornby website only. For all other UK returns please contact your retailer.

Faulty or damaged goods can be returned for full credit or replacement please telephone us on 01843 233525.

You may return unwanted goods for credit within fourteen working days of receipt for full credit to your original payment method. Credit will only be given if the goods are returned to us in a saleable condition with all packaging, components, labels, leaflets and instructions.

Only returned items with a supplied Returns Authorisation Number will be accepted. To receive a Returns Authorisation Number, telephone the Customer Services team on 01843 233525 and quote your customer details (lines open Mon-Thurs 9am – 5pm, Fri 9am – 1pm). Alternatively, email Customer Care at customercare@hornby.com.

Complete the Returns Note on the back of the packing slip and repack the goods securely.

It is in your interest to obtain Proof of Posting as we cannot be held responsible for non-delivery of goods to our address without it.

On receipt of the goods we will credit the original payment method with the value of the returned goods.

This policy does not affect your statutory rights.

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How do I return a product from outside the UK?

This returns procedure is for goods purchased  for delivery outside of the UK from our website only. For all other returns please contact your retailer.

For faulty or damaged goods, please email us at customercare@hornby.com for advice.

Unwanted goods can be returned for credit within seven working days of receipt for full credit to your original payment method. Please email us at customercare@hornby.com for advice.

Full credit will only be given if the goods are returned to us in a saleable condition with all packaging, components, labels, leaflets and instructions. We reserve the right to reduce the amount of refund if the goods are not in saleable condition.

Only returned items with a supplied Returns Authorisation Number will be accepted.

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