Last updated: [20/11/2025]
1. Your Right to Cancel (Change of Mind)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.
To exercise this right, you must notify us in writing within the 14-day period.
After notifying us, you have a further 14 days to return the item.
Return postage costs for change-of-mind returns
If you choose to cancel your order for any reason other than a fault or our error:
- You are responsible for paying the return postage.
- Goods must be returned in unused, resalable condition with all original packaging.
We recommend using a tracked service, as the item remains your responsibility until it is received by us.
Once returned and inspected, we will issue a refund within 14 days.
2. Faulty, Damaged or Incorrect Items
If an item arrives:
- faulty
- damaged
- not as described
- or incomplete
please contact us as soon as possible with photos of the issue.
Depending on the item and the circumstances, we may:
- arrange a replacement,
- issue a partial refund, or
- issue a full refund.
In most cases, faulty or damaged items do not need to be returned, but we will confirm this once we review the issue.
There is no charge for returning a faulty item if a return is required.
3. Items That Cannot Be Returned
The following items are not eligible for return under change-of-mind rules:
- Custom-made or personalised items
- Digital downloads
- Perishable goods
Most standard hobby, scenery, tool, and model accessories are eligible for return.
4. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched:
- We will issue a full refund as long as the order has not already been processed for shipment.
Some products are fulfilled automatically, and cancellation may not be possible once processing has begun.
5. Returns Address
All returns must be sent to our designated UK returns address.
(You can write this once you have a business address, or you can state “Please contact us to obtain the returns address.”)
Customers must not return items to the sender’s address on the postage label, as this may be a fulfilment centre.
6. Condition of Returned Items
For change-of-mind returns:
- Items must be unused
- Items must be in resaleable condition
- Original packaging should be intact
We may make a deduction if items are returned in a condition that reduces their value.
7. Refund Times
Refunds will be processed within:
- 14 days of receiving the returned item (for change-of-mind returns)
- 14 days of confirmation of refund for faulty/damaged items
Refunds are made to the original payment method only.
8. Multiple-Item Orders
If your order contains multiple products that may be shipped separately, returning one item does not automatically cancel any other items in the order.
9. Items Shipped from International Fulfilment Centres
Some items are shipped from international or partner fulfilment centres.
Return procedures may vary depending on the type of item and the issue, and we will provide instructions on a case-by-case basis.
Return postage responsibility still follows UK law:
- Customer pays for change-of-mind returns
- Seller pays for faulty/wrong item returns
10. Contact
To request a return, refund, or report an issue, contact us at:
info@railstock.co.uk
Include your order number and clear photos of any issues where relevant.