We hope to handle all returns with minimal hassle.
TrainTrax offers a 60-day returns period on most products. This is in addition to your statutory rights.
Changed your mind?
You may return most products within 60 days of receiving them.
During the first 14 days, you have the legal right to cancel an online order without giving a reason. After telling us, you then have 14 days to return the products.
From day 15 to day 60, products must be unused, complete, in their original packaging and suitable for resale.
Please contact us before returning anything.
Faulty, damaged or incorrect products
Contact us if a product is faulty, damaged, incorrect, incomplete or materially different from its description.
We will provide an appropriate remedy, which may include a repair, replacement or refund. We will cover reasonable return costs where the problem is our responsibility.
Photographs of the product and packaging may help us resolve the issue more quickly.
Returning an item
Email help@traintrax.co.uk with:
- Your name
- Your order number
- The products being returned
- The reason for the return
Send returns to:
TrainTrax
Model Railway Magic Ltd
Unit 15, The Bull Centre
Stockton Lane
York
YO32 9LE
Please package products securely and include your order details.
For change-of-mind returns, you are responsible for the return postage. We recommend obtaining proof of posting.
Refunds
Refunds are normally made to the original payment method.
If you cancel within the statutory 14-day period, we will refund the returned products and the cost of our least expensive standard delivery option.
For returns made between day 15 and day 60, we will refund the product price but not the original delivery charge.
Refunds will normally be issued within 14 days of receiving the returned products or evidence that they have been sent back.
We may reduce a refund if excessive handling has reduced a product’s value.
Exceptions
Change-of-mind returns may not apply to personalised products, products modified to your requirements, or other items excluded by law.
Contact us
Email: help@traintrax.co.uk
Telephone: 01904 215416
