Returns, Refunds, and Damaged Items Policy

At 3D Railway Prints, we prioritize our customer agreements and ensure a seamless experience. Every item is carefully inspected before dispatch and packaged with great care to guarantee it arrives safely, in accordance with our website terms.

Damaged or Faulty Items

If your order of our 3D Railway Prints arrives damaged due to a manufacturing defect or during transit, please contact us within 14 days of delivery. In accordance with our customer agreements and website terms, we may request photographs of the item and packaging to help us assess the issue. If the fault or damage is determined to be our responsibility, we will provide an appropriate remedy, which may include replacement parts, a replacement item, repair, or, where applicable, a refund.

Incorrect Orders

Please ensure that you carefully check all product descriptions, dimensions, and gauge compatibility before placing your order. We cannot accept responsibility for items purchased in the wrong gauge or products that are incompatible with your layout due to customer error. As outlined in our customer agreements and website terms, refunds or replacements will not be provided for incorrect gauge selections made at the time of ordering, including for our 3D Railway Prints.

Damage After Delivery

Our models, part of our 3D Railway Prints collection, are detailed scale products that should be handled with care. According to our customer agreements and website terms, we cannot provide refunds, replacements, or compensation for damage caused after delivery through misuse, accidental damage, improper handling, modification, or failure to follow any supplied assembly or handling instructions.

Spare Parts

Where practical, replacement components may be available for purchase at a modest cost. Please contact us with details of the required part, and we will do our best to assist you.

Made-to-Order and Personalised Items

The majority of our products, including our unique 3D Railway Prints, are manufactured to order specifically for each customer. Therefore, once production has started, orders typically cannot be cancelled, in accordance with our customer agreements.

Under the Consumer Contracts Regulations 2013, personalised or custom-made items are generally exempt from the standard 14-day cooling-off period for distance sales. This means that we are unable to accept returns or offer refunds for made-to-order, customised, or personalised products unless they are faulty, damaged in transit, or not as described, as outlined in our website terms.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection legislation, which is an essential aspect of our customer agreements and website terms.

If you have any questions regarding the suitability, scale, or compatibility of our 3D Railway Prints, please contact us before placing your order, and we will be happy to help.