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Returns and repairs

What is your policy for returning Christmas purchases?

Any order placed on the website from Friday 1st November 2019 can be returned for a refund or an exchange (subject to product availability) up until Friday 10th January 2020. Orders placed after 20th December 2019 will be subject to the normal 14-day returns policy.

Please follow our usual returns procedure to return any unwanted gifts this Christmas.

Please note the returns policy does not apply to purchases made in-store.

 

How do I return a product within the UK?

This returns procedure is for goods purchased in the UK from the Hornby website only. For all other UK returns please contact your retailer.

Faulty or damaged goods purchased within the last 12 months can be returned for full credit or replacement.  To receive a Returns Authorisation Number, telephone the Customer Services team on 01843 233512 and quote your customer details. Alternatively, email Customer Services at customerservices.uk@hornby.comOnly returned items with a supplied Returns Authorisation Number will be accepted.

You may return unwanted goods for credit within fourteen working days of receipt for full credit to your original payment method. Credit will only be given if the goods are returned to us in a pristine, saleable condition with all packaging, components, labels, leaflets and instructions.

Repack the goods securely. It is in your interest to obtain Proof of Posting as we cannot be held responsible for non-delivery of goods to our address without it.

This policy does not affect your statutory rights.

 

Returned goods should be sent to:

Returns Department
Hornby Hobbies Ltd
Lakesview Business Park
Units 5 – 10
Sparrow Way
Hersden
CT3 4JQ

 

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How do I return a product from outside the UK?

This returns procedure is for goods purchased  for delivery outside of the UK from our website only. For all other returns please contact your retailer.

For faulty or damaged goods, please email us at customerservices.uk@hornby.com for advice.

Unwanted goods can be returned for credit within fourteen working days of receipt for full credit to your original payment method. Please email us at customerservices.uk@hornby.com for advice.

Full credit will only be given if the goods are returned to us in a saleable condition with all packaging, components, labels, leaflets and instructions. We reserve the right to reduce the amount of refund if the goods are not in saleable condition.

Only returned items with a supplied Returns Authorisation Number will be accepted.

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Repairs

We offer a repairs service for certain Hornby and Scalextric products. Please call Customer Services on 01843 233525 or email customerservices.uk@hornby.com for advice and pricing details.

If Customer Services confirm that your item is suitable for repair, it should be sent to:

 

Repairs Department
Hornby Hobbies Ltd
Lakesview Business Park
Units 5 – 10
Sparrow Way
Hersden
CT3 4JQ

 

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