How to Return your Order
Before returning any item(s) please contact us by phone, especially if the item is thought to be faulty. We have a team of product experts to hand so we can often diagnose problems and offer advice on how to resolve most issues without the need to return your item(s). If you can't phone us, send us an email but please allow up to 24 hours for a reply.
When returning any item(s) to us, please complete the form attached below and include this inside your order:
Returns Contact Details
NOTE: Please ensure that write your order number clearly on the outside of the package above our address to avoid any delay in your return being processed.
Hattons Model Railways
Telephone: 0151 733 3655
Email Address: firstname.lastname@example.org
The cost of return postage will be reimbursed if the item(s) are faulty. Please request this within your returns form and return via the appropriate options of:
- Royal Mail Second Class with "Proof of Postage" for parcels below 1Kg
- Royal Mail "Standard Parcel" for parcels weighing more than 1Kg
Please keep your "Proof of postage" certificates. These 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.
Should you have any queries then please contact us by phone and we can offer our advice
Please see below for details of our warranty period:
At Hattons we offer a 6-month warranty on all products, including pre-owned items.
Brand-new Hattons Originals items come with a 12 month warranty, including our range of decoders.
Brand-new Hornby items come with a 12-month warranty.
Brand-new DCC Concepts items come with a 12-month warranty.
If an item is replaced by us between 9 - 12 months after purchase, we offer a 3 month warranty on these items.
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 and we'll do our best to resolve the issue for you.
Returns Policy (by item):
Any unwanted items will be refunded if returned within 14 days, in its original, unopened packaging. Please include the returns form within your order.
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 from your order, please contact us by phone and we will be able to offer advice on how to resolve your issue.
We will often only require the damaged item to be returned to us (rather than the entire set). Again, please speak to a member of our Helpdesk team to confirm what we require, in order to remedy a problem.
If you’ve had an item fitted by us and suspect a locomotive or decoder has become faulty, please follow the process for faulty, damaged or incorrect items as explained above.
Return the locomotive back to us, with the decoder still fitted for our inspection. Do not attempt to remove the decoder from the locomotive. Any items experiencing a fault that seems to have arisen from any modification not made by Hattons will not be accepted for return; this includes removing or replacing a DCC decoder.
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.