How do I return a product within the UK?

This returns procedure applies to items purchased on one of our Hornby Hobbies websites only.

If you wish to return your order, you’ll need a Returns Authorisation Number. Contact the Customer Services Team on 01843 233512 or customerservices.uk@hornby.com for this, and we’ll let you know what to do next. Faulty and damaged items will receive a full refund or replacement.

If you’ve simply changed your mind, we offer refunds within 14 days of receipt. Please note, your refund will not include cost of delivery. You are responsible for return postage, and the items must return to us in as new condition, complete with packaging, components, labels, leaflets, and instructions. Failure to do this may reduce your refund amount.

We recommend you get Proof of Posting as we are not responsible for non-delivery of goods without it and repack the goods securely to avoid damage in transit. We will process your refund once we have the returned items.

We will only accept returns with a Returns Authorization Number.

This policy does not affect your statutory rights.

When you have your Returns Authorisation Number, send your items to:

Returns Department
Hornby Hobbies Ltd
Lakesview Business Park
Units 5 – 10
Sparrow Way
Hersden
CT3 4JH

Repairs

If you need an item repaired, call Customer Services on 01843 233525 or email customerservices.uk@hornby.com. We will confirm whether we can help. You should then send the item to:

Repairs Department
Hornby Hobbies Ltd
Lakesview Business Park
Units 5 – 10
Sparrow Way
Hersden
CT3 4JQ

Christmas Returns

We know you like to buy in plenty of time for Christmas, so we have an extended returns period during this time. Any order placed on our website from the 1^st November can be returned or exchanged (subject to availability) until the 10^th January.

Any orders placed after the 24^th December are subject to our usual 14-day returns policy. Follow the advice above to return or exchange your item.

USA Returns

Hornby USA has a 30-day money-back guarantee. If you are not satisfied with our product or service, have a problem with your product, or your order is damaged in transit, we are happy to refund you.

Request a refund by emailing customersupport@hornby.us. Include your name, order number or transaction id, and reason for return. We will reply as soon as possible and let you know how to return your product.

Please note:

• We can only issue refunds for orders that have shipped.
• The refund will be the products full value unless stated otherwise and will be sent to the card used to place the order.
• Shipping and handling are not refundable.
• We will credit your refund within three business days of receiving the returned product.
• Returns must be unused, in new condition, and in the original packaging.
• We will not reimburse you for return shipping. Please use a tracked shipping delivery method.
• A defective item doesn’t work but has no apparent cosmetic damage.
• We may compensate you for the return shipping if your item is faulty or damaged when you receive it.

Refunds and Credits

We’ll email you once we have processed your return. Your refund should go through on the same day, and your credit statement will be updated according to the credit organisation’s policies.

International Returns

If you live outside the UK, this returns procedure applies to you.                                  

If you wish to return your order, you’ll need a Returns Authorisation Number. Contact customerservices.uk@hornby.com for this, and we’ll let you know what to do next. Faulty and damaged items will receive a full refund.

If you’ve simply changed your mind, we offer refunds within 14 days of receipt. You are responsible for return postage, and the items must come back to us in as new condition, complete with packaging, components, labels, leaflets, and instructions. Failure to do this may reduce your refund amount.

We only accept returns with a Returns Authorization Number.