We offer a 6-month warranty on all products (including pre-owned items) as standard, however, brand-new Hornby items come with a 12-month warranty. Most manufacturers offer a further 6 months on items bought from us. However, if an item develops a fault after this time you can still contact us for help and advice, we'll do our best to resolve the issue for you. If an item is replaced by Hatton’s between 9 - 12 months after purchase, a warranty of 3 months will be given on the replacement item.
It is preferable to contact us by phone before returning a product thought to be faulty. Often we can diagnose problems and advise on how to resolve most issues without the item needing to be returned. If you can't phone us an email is fine but please allow up to 24 hours for a reply (though we are usually much quicker).
In order for us to be able to process returns quickly and effectively, please write the original invoice number on the exterior of the parcel and enclose a covering letter detailing the following:
The fault with the item
The original invoice number
Your contact details including telephone numbers (works, mobile etc)
Details of any correspondence (name of person spoken to, copy of letter, printout of email)
The cost of return postage will be reimbursed in the instance of faulty or incorrect items, if requested in the covering letter, and returned by the appropriate option of:
Royal Mail Second Class with "Proof of Postage" for parcels below 1Kg
Royal Mail "Standard Parcel" for parcels weighing more than 1Kg
"Proof of postage" certificates are available free-of-charge from post offices, and avoid the need to use services like "Signed for" or "Special Delivery". They ensure that, in the event of a missing parcel, you can prove it was posted to us.
Please return the items to us using the most economic method, in most cases this will be by Standard Airmail.
Faulty, Damaged or incorrect items:
If you receive a faulty, damaged or incorrect item from us, we would appreciate a notice from you within five days of receiving the item. The item(s) should be returned to us in the condition they were received, preferably in the original parcel/wrapping within 30 days. If it is not possible to return the item(s) in the original parcel/packaging they should be suitably packaged to prevent further damage whilst in transit.
Missing or damaged components:
If a particular component is damaged or missing, we will often only require the damaged item to be returned to us (rather than the entire set). Please speak to a member of our returns staff to confirm what we require, in order to remedy a problem.
Any unwanted items will be refunded if returned within 14 days, in its original, unopened packaging.
Our procedure, once items have been returned to us:
Items will be tested as soon as is possible, and dealt with appropriately. Any goods that are tested and found to be in good working order will not be eligible for replacement, and will be returned. In some circumstances, it may be necessary for an item to be returned to the manufacturer. Should these circumstances arise, we will notify you. Faulty items must be returned to us, before we can start the process of replacing them.
Items that have been fitted with a DCC decoder by the Hatton’s DCC fitting service:
If you suspect a locomotive or decoder has become faulty that has been fitted with a decoder by the Hatton’s DCC fitting service, follow the returns procedure as outlined above.
Do not attempt to remove the decoder from the locomotive, and return the locomotive back to Hatton’s with the decoder still fitted for our inspection. Any items experiencing a fault that seems to have arisen from any modification not made by Hatton’s will not be accepted for return; this includes removing and/or replacing a DCC decoder.
Please address returns to:
Hattons Model Railways