At Model Rails Shop, we take pride in delivering quality HO gauge, N gauge, and Hornby products to railway enthusiasts worldwide. We want you to be completely satisfied with your model railway purchases. If you need to return or exchange an item, please review our policy below.

Returns & Exchanges Timeframe

You may return or exchange most items within 15 days of receiving your order. All returns must be in original, unused condition with all packaging and documentation intact.

Non-Returnable Items

Due to the specialized nature of model railway collecting, the following items cannot be returned or exchanged:

  • Opened or used track sections (HO Track, N Gauge Track)
  • Custom-ordered or special edition locomotives
  • Scenery items that have been removed from packaging
  • Digital download products

Return Process

  1. Contact Us: Email [email protected] with your return request within 15 days of delivery. Use our template below.
  2. Receive Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Securely: Repack items in original packaging with all accessories and documentation.
  4. Ship Back: Send to our Anchorage address (provided in authorization email) using a trackable method. You’re responsible for return shipping costs.
  5. Inspection: We’ll inspect returned items within 3 business days of receipt.
  6. Processing: Allow 3-5 business days for refund processing after approval.

Exchange Process

Follow the same steps as returns, clearly stating in your email that you wish to exchange the item. Include the product code of your desired replacement from our HO, N gauge, or Hornby collections.

Refund Information

Refunds will be issued to your original payment method:

  • Credit Cards (Visa/MasterCard/JCB): 3-5 business days after processing
  • PayPal: 1-3 business days after processing

Original shipping fees are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item.

Return Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear Model Rails Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Details: – Product Name: – Product Code/SKU: – Reason for Return: [ ] I would like a refund [ ] I would like to exchange for: [Product Name & Code] I confirm the item is in its original condition with all packaging and accessories. Order Shipping Address: [Your Name] [Your Address] Please provide return instructions at your earliest convenience. Best regards, [Your Name] [Your Email] [Your Phone Number]

International Returns

For collectors outside the United States (excluding some Asian and remote regions):

  • Mark the package as “Returned Goods” to avoid customs fees
  • We cannot refund original customs/duties charges
  • Return shipping costs are the customer’s responsibility

For any questions about returning your HO locomotives, N gauge wagons, or other model railway items, contact us at [email protected].

Thank you for being part of the Model Rails Shop community. We appreciate your passion for model railways and strive to make every transaction smooth and satisfying.