Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging (unless faulty). You’ll also need the order number as proof of purchase.

To start a return, you can contact us at info@roads-and-rails.co.uk. If your return is accepted, we’ll send you instructions on where to send your package.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Sound files are non refundable as we have to pay for these from a third party and they are locked to a decoders serial number. Once it's been used on that decoder it can't be used again. For change of mind or incorrectly ordered item refunds this cost will be deducted from the amount you receive back, for exchanges there may be an additional charge, at our discretion. The maximum cost of a sound file is £20.

Items damaged by the customer are not covered under warranty, but we would still encourage you to get in touch with an honest explanation of what happened, and we may still be able to help in some way.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you want to change, and we will swap it for the new item, there may be additional postage fees which we will charge before sending.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If an item is returned damaged or incomplete we might be able to offer a partial refund, this will be at our discretion.