Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at chandler_thick12@hotmail.co.uk. Please note that returns will need to be sent to the following address: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at chandler_thick12@hotmail.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items ie signals, lighting kits and custom items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at chandler_thick12@hotmail.co.uk.


Returns & Refunds Policy
Last updated: 06/02/2023

 

 


At Track3D Railway Parts, many of our products — including lighting kits and railway signals — are made to order. Please read this policy carefully before placing an order.

Made-to-Order Items

All lighting kits and signals are produced specifically to customer order.

Because these items are custom-made:


  • Returns are not accepted unless the item is faulty or damaged
  • Cancellations after production has started may incur a fee

This policy is in line with UK Consumer Contracts Regulations for bespoke and made-to-order goods.


Cancellations

Before Production Starts



  • Orders may be cancelled for a full refund

After Production Has Started



  • A 25% fee will be deducted from the refund to cover:
    • Loss of profits
    • Materials and preparation costs
    • Restocking where applicable


Once an order has been completed or dispatched, it cannot be cancelled unless faulty.

Returns (Faulty or Damaged Items Only)

We accept returns only if the item is faulty or damaged on arrival.

To request a return:


  1. Contact us within 48 hours of delivery
  2. Provide clear photos or videos showing the fault or damage
  3. Include your order number


We may request the item to be returned for inspection.

Refunds for Faulty Items

If a fault is confirmed:


  • We will offer a replacement, repair, or refund
  • Refunds will be issued to the original payment method
  • Original postage costs will be refunded where applicable



Refunds are processed within 5–7 business days after approval.

Non-Returnable Items

The following items are non-returnable unless faulty:


  • Made-to-order lighting kits
  • made to Order, Custom or bespoke signal builds
  • Items altered or installed incorrectly
  • Items damaged through misuse, modification, or incorrect wiring

Installation & User Error

We cannot accept returns or refunds for:


  • Damage caused by incorrect installation
  • Incorrect power supply or wiring
  • Modifications made after delivery

Installation guides are provided, and customers are responsible for ensuring compatibility before purchase.

Return Postage



  • Customers are responsible for return postage unless the item is confirmed faulty
  • We recommend using a tracked service
  • Track3D Railway Parts is not responsible for items lost in return transit

Restocking & Loss-of-Profit Fee

Where a refund is approved for a made-to-order item:


  • A 15% restocking / loss-of-profit fee will be deducted
  • This applies to cancellations after production has begun

Contact Us

If you have any questions about returns or refunds, please contact:

Business Name: Track3D Railway Parts