Refund policy
Track3d Railway Parts
Terms, Conditions, Returns & Customer Policy
Last updated: 12/09/2026
Welcome to Track3d Railway Parts.
We are a small business specialising in 3D-printed, model railway and custom-made railway parts and accessories.
Because many of our products are manufactured to order, please read these terms carefully before placing an order. By placing an order with us, you confirm that you have read and understood the relevant product information, including any stated production or waiting time.
1. About Track3d Railway Parts
Business name: Track3d Railway Parts
Email: Chandler_thick12@hotmail.com
We are a small business, and some products are manufactured individually or in small batches.
2. Products & Manufacturing
Our products may be:
- 3D printed
- Hand finished
- Hand assembled
- Made to order
- Customised to customer specifications
Due to the nature of 3D printing and handmade manufacturing, minor variations may occur between individual products.
These can include:
- Visible print layers
- Minor surface imperfections
- Small variations in dimensions
- Slight variations in finish
- Minor differences between photographs and the finished product
These characteristics do not necessarily mean that a product is faulty.
We make every reasonable effort to ensure that photographs, descriptions, dimensions and compatibility information on our website are accurate.
3. Product Compatibility
Customers are responsible for checking that a product is suitable for their intended model before purchasing.
Where a product is described as compatible with a particular locomotive, carriage, wagon, manufacturer or model, this refers to the compatibility information provided in the individual product listing.
If you are unsure whether a product is suitable for your model, please contact us before ordering.
4. Custom Orders
Some Track3d Railway Parts products are made specifically to a customer’s requirements.
Custom orders may include products that have been:
- Made to specific measurements
- Modified from a standard design
- Produced in a specific configuration
- Manufactured following customer-provided drawings or photographs
- Manufactured using customer-supplied specifications
Where customers provide measurements, photographs, drawings or other specifications, the customer is responsible for ensuring that the information supplied is accurate and complete.
Once production has started, changes to a custom order may not be possible.
5. Long Lead-Time Products
Some products require considerably longer production times than our standard products.
The current estimated production times for our specialist products are:
Lighting upgrade kits 6-9 months
Signal 9-15 months
These products are not normally held as ready-to-dispatch stock and are manufactured specifically for customers.
The stated timeframes are estimated production times rather than guaranteed delivery dates.
Production times may occasionally be affected by manufacturing requirements, component availability, supplier delays or unusually high order volumes.
6. Lighting Kits – 6–9 Month Wait
⚠️ IMPORTANT – PLEASE READ BEFORE ORDERING
Our lighting kits are custom-made to order.
The current estimated production time is:
6–9 MONTHS
Lighting kits may require bespoke wiring, components and configuration and are manufactured specifically for the customer’s order.
By placing an order for a lighting kit, you acknowledge the estimated 6–9 month production time.
Because lighting kits are custom-made, change-of-mind cancellations and returns may not be available once production has commenced, where permitted by applicable law.
This does not affect your statutory consumer rights. If your lighting kit is faulty, damaged, not as described or otherwise does not conform to the contract, please contact us.
7. Signals – 9–15 Month Wait
⚠️ IMPORTANT – PLEASE READ BEFORE ORDERING
Our model railway signals are custom-made to order.
The current estimated production time is:
9–15 MONTHS
Signals may involve bespoke manufacturing and configuration and are produced specifically for each customer’s order.
By placing an order for a signal, you acknowledge the estimated 9–15 month production time.
Because signals are custom-made, change-of-mind cancellations and returns may not be available once production has commenced, where permitted by applicable law.
This does not affect your statutory consumer rights where the product is faulty, damaged, not as described or otherwise does not conform to the contract.
8. Returns – 30-Day Policy
For eligible non-custom products, Track3d Railway Parts offers a 30-day return period.
If you wish to return an eligible product because you have changed your mind, you must contact us within 30 days of receiving the item.
Returned products should normally be:
- Unused
- In their original condition
- Complete with accessories
- Suitable for resale
Please contact us before sending anything back so that we can provide the appropriate return instructions.
The customer is normally responsible for the cost of returning an item when the return is due to a change of mind, where permitted by law.
9. Statutory Consumer Rights
Nothing in this policy is intended to remove or restrict your legal rights as a consumer.
Where applicable, products must meet the requirements of consumer law, including being of satisfactory quality, as described and fit for their intended purpose where applicable.
If an item is faulty, damaged, incorrectly supplied or not as described, please contact us.
We will assess the problem and provide an appropriate remedy in accordance with your statutory rights.
10. European Union – 14-Day Cooling-Off Period
Customers purchasing from the European Union may have a statutory 14-day cooling-off period for distance purchases.
Where this right applies, the customer can generally cancel their purchase within 14 days of receiving the goods without having to provide a reason.
Certain exceptions can apply, including goods that are made to the customer’s specifications or clearly personalised.
Where a statutory cooling-off right applies to your purchase, Track3d Railway Parts will comply with the applicable requirements.
This policy does not remove or restrict any mandatory consumer rights applicable to EU customers.
11. Custom-Made Products & Change of Mind
Custom-made products are manufactured specifically for the customer and may not be suitable for resale.
Where legally permitted, custom-made products cannot be returned simply because the customer has changed their mind or no longer requires the product, particularly once production has commenced.
This includes, but is not limited to:
- Custom lighting kits
- Custom signals
- Bespoke model railway parts
- Products made to customer-supplied measurements
- Products specifically modified at the customer’s request
This does not affect statutory rights relating to faulty, damaged, incorrectly supplied or misdescribed products.
12. Restocking & Cancellation Charges
Where legally permitted, a reasonable restocking or cancellation charge may apply to eligible change-of-mind cancellations or returns.
Our standard charges are:
Non-custom products
Up to 15%
Custom-made products
Up to 25%
These charges are intended to reflect reasonable costs already incurred in processing, manufacturing, preparing, packaging or returning an item to stock.
A charge will not be applied where doing so would conflict with your statutory consumer rights.
For custom-made products, the charge may be higher because production may have already begun specifically for the customer’s order.
13. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Standard products
We will try to accommodate cancellation requests received before production or dispatch.
Where a cancellation is accepted and a charge is legally permitted, a restocking/cancellation charge of up to 15% may apply.
Custom-made products
Custom-made products may enter production specifically for you shortly after the order is received.
Once production has commenced, cancellation may no longer be possible where permitted by law.
Where an eligible cancellation is accepted, a charge of up to 25% may apply where legally permitted.
These provisions do not override statutory cancellation rights.
14. Sale Items
Sale and promotional items are not eligible for change-of-mind returns under our voluntary 30-day returns policy.
However, sale items retain the same statutory consumer protections as other products.
If a sale item is faulty, damaged, not as described or otherwise does not conform to the contract, please contact us.
15. Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.
Gift cards cannot normally be returned because you have changed your mind.
Any expiry date or additional conditions applying to a gift card will be clearly stated at the time of purchase.
16. Faulty, Damaged or Incorrect Products
We carefully inspect products before dispatch, but occasionally a problem may occur.
Please contact us if your product:
- Arrives damaged
- Is faulty
- Is the wrong product
- Is missing components
- Is significantly different from its description
Please provide your order number and, where appropriate, photographs showing the problem.
Please do not attempt to repair, modify or alter a potentially faulty item before contacting us, as this may make it more difficult to determine the original problem.
Where a product is faulty or otherwise fails to meet your statutory rights, we will provide an appropriate remedy in accordance with applicable law.
17. Delivery
Orders will be dispatched once production has been completed.
Delivery estimates are provided where possible, but delivery times can be affected by circumstances outside our control, including postal delays and courier delays.
For products with a stated long production time, such as lighting kits and signals, the production period should be considered separately from the delivery time.
Please ensure your delivery address is correct when placing your order.
18. Customer-Supplied Measurements & Specifications
For custom products, customers are responsible for checking that measurements and specifications supplied to Track3d Railway Parts are correct.
If a product has been manufactured exactly according to incorrect measurements or information supplied by the customer, we may be unable to provide a replacement or refund for the resulting incompatibility, where permitted by law.
If you are unsure about measurements or specifications, please contact us before production begins.
19. Intellectual Property
Track3d Railway Parts’ original designs, photographs, artwork, product descriptions, logos and other original content remain the property of Track3d Railway Parts unless otherwise stated.
Our designs and content must not be copied, reproduced, resold or commercially distributed without our permission.
20. Privacy
When you place an order or contact us, we may collect information such as your name, address, email address, telephone number and order details.
We use customer information for purposes including:
- Processing orders
- Taking payments
- Arranging delivery
- Responding to enquiries
- Providing customer service
- Meeting legal and accounting requirements
21. Cookies
Our website may use cookies and similar technologies.
Some cookies may be necessary for the website to operate, while others may be used for analytics, preferences or other purposes.
Where required, we will obtain appropriate consent before using non-essential cookies.
22. Limitation of Liability
Nothing in these terms excludes or limits any liability or consumer rights that cannot legally be excluded or limited.
Nothing in this policy affects your statutory consumer rights.
Track3d Railway Parts is not responsible for problems caused by incorrect measurements, specifications or information supplied by the customer where the product has been manufactured according to those instructions, subject to your statutory rights.
23. Changes to These Policies
We may update these policies from time to time to reflect changes to our business, products or applicable legislation.
The version in effect at the time of your purchase will generally apply to that order, subject to any mandatory legal requirements.
24. Contact Track3d Railway Parts
If you have any questions regarding an order, product, customisation, waiting time, return or cancellation, please contact us before placing your order wherever possible.
Track3d Railway Parts
📧 Email: Chandler_thick12@hotmail.com