It is preferable to contact us by phone before returning a product thought to be faulty. Often we can diagnose problems and advise on how to resolve most issues without the item needing to be returned. If you can't phone us an email is fine but please allow up to 24 hours for a reply (though we are usually much quicker).
In order for us to be able to process returns quickly and effectively, please enclose a covering letter detailing the following:
- The fault with the item
- The original invoice number
- Your contact details including telephone numbers (works, mobile etc)
- Details of any correspondence (name of person spoken to, copy of letter, printout of email)
The cost of return postage will be reimbursed in the instance of faulty or incorrect items, if requested in the covering letter, and returned by the appropriate option of:
- Royal Mail Second Class with "Proof of Postage" for parcels below 1Kg
- Royal Mail "Standard Parcel" for parcels weighing more than 1Kg
"Proof of postage" certificates are available free-of-charge from post offices, and avoid the need to use services like "Signed for" or "Special Delivery". They ensure that, in the event of a missing parcel, you can prove it was posted to us.International customers:
- Please return the items to us using the most economic method, in most cases this will be by Surface Mail.
Faulty, Damaged or incorrect items:
Need to be reported to us within five days of receiving the item. The items should be returned to us in the condition they were received, preferably in the original parcel/wrapping. If it is not possible to return the item(s) in the original parcel/packing they should be suitably packaged to prevent further damage whilst in transit.
Missing or damaged components:
If a particular component is damaged or missing, we will often only require the damaged item to be returned to us (rather than the entire set). Please speak to a member of our returns staff to confirm what we require, in order to remedy a problem.
Will normally be refunded, if returned within 10 days of receipt. when returned with the item and packaging in as new condition.
Our procedure, once items have been returned to us:
Items will be tested as soon as is possible, and dealt with appropriately. Any goods that are tested and found to be in good working order will not be eligible for replacement, and will be returned. In some circumstances, it may be necessary for an item to be returned to the manufacturer. Should these circumstances arise, we will notify you. Faulty items must be returned to us, before we can start the process of replacing them.
Please address returns to:
Hattons Model Railways
364-368 Smithdown Road