At Model Train Shop, we strive to ensure that you are completely satisfied with your purchase. However, if you are not entirely happy with your order, we offer a straightforward returns and exchanges process. Please review the information below to understand how to proceed with a return or exchange.
Return & Exchange Policy
We accept returns and exchanges within 15 days from the date you receive your order. To be eligible for a return or exchange, the item must be in its original condition, unused, and in the original packaging. Please note that certain items may not be eligible for return or exchange, as outlined below.
Non-Returnable Items
Based on our product menu and offerings, the following items are non-returnable due to their nature or customization:
- Accessories: Due to hygiene and safety reasons, accessories such as small parts, tools, and consumables cannot be returned or exchanged.
How to Initiate a Return or Exchange
To initiate a return or exchange, please follow these steps:
- Contact Us: Email us at [email protected] with your order number and details about the product you would like to return or exchange. Please include the reason for the return or exchange.
- Receive Instructions: Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed.
- Package the Item: Securely package the item in its original packaging, including all accessories and documentation. Attach the RMA number to the outside of the package.
- Ship the Item: Send the package to the address provided by our customer service team. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part.
Return & Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear Model Train Shop Team,
I would like to request a [return/exchange] for my recent order (Order #[Your Order Number]). The details of the item(s) I wish to return/exchange are as follows:
- Product Name: [Product Name]
- Reason for Return/Exchange: [Please specify the reason]
Please provide me with the necessary instructions to proceed with the return/exchange.
Thank you,
[Your Full Name] [Your Contact Information]Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider.
Exchanges
If you are requesting an exchange, we will ship the replacement item once the returned item is received and inspected. Shipping costs for the replacement item will be covered by us if the exchange is due to an error on our part.
Contact Us
If you have any questions about our Returns & Exchanges policy, please do not hesitate to contact us at [email protected] or call us at [Insert Phone Number].
Thank you for shopping with Model Train Shop!