-- Store Notice --

We hope you like our new Online Store! We are still working hard behind the scenes to add all of products to the store, so you may find some gaps in our current range, if you are looking for something specific please contact us and we will do our best to assist.

We would love to hear from you if you have any feedback or suggestions do please let us know.

We know that most people dislike reading terms and conditions so, we have tried to make our returns policy to be as easy to understand as possible, but if you are unsure of anything do please contact us.

In this policy you will find details of how to return items purchased via our online store and any restrictions, with information on your rights as a consumer. We recommend that you read this policy carefully before submitting any returns to us.

Your Consumer Rights are not affected by the terms and conditions of this policy.

Please use the links below to help you find out what to do in the following situations:

Right to Cancel

Most goods purchased from our online shop are eligible for return, under the Right to Cancel clause of the Consumer Contracts Regulations, but there are some exceptions including:

  • Perishable items
  • Personalised items
  • Newspapers and Magazines
  • Unwrapped CDs, DVDs and computer software.

You can exercise your Right to Cancel from any time after you confirm your order, up to 14 days after the day on which you receive the goods. If your order contains multiple items that are dispatched on different dates, the 14 day period will begin on the day on which you receive the last item/s that complete your order.

If you wish to cancel your order you must notify us within this period using the Order Cancellation Form below or, if you placed you order over the phone, by contacting us.

You must then return the goods to us, at your own expense, within 14 days of notifying us. Goods should be returned to the following address:

South Devon Railway Gifts and Models Returns
The Station
Dart Bridge Road
Buckfastleigh
TQ11 0DZ

We suggest that you use an appropriate service level of postage, ie added insurance for valuable items, and strongly recommend you obtain proof of posting as items not received or received damaged may affect any refund you are entitled to receive.

Order Cancellation Form

When you click ‘Submit’ you will receive an email confirming the details you entered. This email is also confirmation that we have received your submission. If you do not receive this email please check your ‘Junk’ / ‘Spam’ email folder, if you still have not received an email within a few hours then please contact us.

Right to Refund

You are entitled to a refund, subject to any deductions, within 14 days from the day we receive the returning items.

We may apply a deduction to your refund if the value of the goods returned has been reduced as a result of your handling of the goods, for example if the packaging is damaged, parts are missing or damaged. As a guide, the extent to which you can handle goods is the same as it would be if you were assessing them in our shop.

If we feel any deductions should be made, we will endeavour to contact and discuss them further with you. If we do not hear back from you within 7 days, we will presume that you accept the deductions and will process your refund accordingly.

Providing the returned goods are received undamaged and fit for resale you will receive a full refund to the value of your order including standard postage and packaging.

We will process your refund within 14 days. Please be aware that it can take longer for the refund to reach your bank account; this is dependent various outside factors, such as payment gateway, card company and bank processing times, that are beyond our control.

Incorrect, Missing or Damaged Item/s

Incorrect Item/s Received

Whilst we make every effort to ensure your order arrives with the correct items, we are just human and do occasionally make mistakes! If you do receive an incorrect item or items with your order, please let us know as soon as possible so we can rectify any mistakes. The easiest way to let us know is to use the Incorrect / Missing / Damaged Item/s Form below, but you can also call us on the telephone number on our Contact page.

Missing Item/s

For orders placed via our online store, you will be notified when your goods are dispatched and supplied a tracking number where available.

All indicated delivery dates and times supplied by us are estimated on average timescales and may be affected by factors beyond our control.

Please allow at least 7 days before contacting us regarding any items not delivered. If your item/s have not been delivery after 7 days, please let us know; the easiest way is to use the Incorrect / Missing / Damaged Item/s Form below, but you can also call us on the telephone number on our Contact page.

Damaged Item/s

Please inspect your goods as soon as possible after they arrive and notify us if you discover any damages. The easiest way to notify us is to use the Incorrect / Missing / Damaged Item/s Form below, but you can also call us on the telephone number on our Contact page.

We will assess your case and contact you to discuss the most appropriate course of action to rectify any damages.

Incorrect, Missing or Damaged Item/s Form

When you click ‘Submit’ you will receive an email confirming the details you entered. This email is also confirmation that we have received your submission. If you do not receive this email please check your ‘Junk’ / ‘Spam’ email folder, if you still have not received an email within a few hours then please contact us.

Please do not return any item/s to us until we have contacted you and confirmed what to do next.

Faulty Goods

I have had the Goods for less than 6 Months

If your item/s develops a fault, which is not caused by your negligence, within 6 months of receipt, or it is within its’ notified warranty/guarantee period, please notify us; the easiest method is to use the Faulty Goods Form below, but you can also call us on the telephone number on our Contact page.

We will assess your case and contact you to discuss a satisfactory course of action at no cost to you. The courses of action we may offer will depend on the options available to us at that particular point in time, but they could include repairing or replacing the item or us offering a refund or partial refund for the item.

I have had the Goods for more than 6 Months

If your item develops a fault after 6 months from your receipt of it, unless the item/s are under warranty/guarantee, we will only be able to assist in certain cases.

We are able to offer repair service, at a cost, for certain product lines.

Please contact us to discuss what options we have available; the easiest way is to use the Faulty Goods Form below, but you can also call us on the telephone number on our Contact page.

Faulty Goods Form

When you click ‘Submit’ you will receive an email confirming the details you entered. This email is also confirmation that we have received your submission. If you do not receive this email please check your ‘Junk’ / ‘Spam’ email folder, if you still have not received an email within a few hours then please contact us.

Please do not return any item/s to us until we have contacted you and confirmed what to do next.

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