Returns and Repairs

We want you to love every purchase (every model, kit or accessory), but if something isn’t quite right, we’re here to help. Our returns process is simple, quick and designed with your convenience in mind.

We are only able to offer returns for items purchased on our Hornby website or any of our other Hornby Hobbies websites. You have 14 days to return your item, and you will pay from £4.95 per return.

To get started, simply click on the link below. You will need to have your order number and postcode available to complete.

Once you have entered your order details, you will need to choose from the following reasons for return.

• In addition to what was ordered
• Not used/unwanted/no longer needed (within 14 days of purchase)
• Faulty
• Missed delivery date
• Missing parts to the product
• Damaged (the item is damaged, but the carton/parcel/envelope is undamaged)
• Damaged (the item is damaged, and the carton/parcel/envelope is also damaged)
• Wrong item sent

Upon completion, you will either be directed to DPD to proceed with the return, or a case number will be sent to you, and one of our dedicated team members will be in contact to proceed with the next steps. This is usually within 2 working days.

For faulty products or enquiries of a technical nature, you may wish to contact technicalservices.uk@hornby.com before proceeding with a return. Any items returned as faulty may be covered under our warranty terms with an extended period of 12 months from the date of purchase.

We reserve the right to reduce the amount of the refund if the goods are not in a saleable condition.

Start a return

1. Securely repack your items so that they are safe for shipping
2. Press the 'START A RETURN' button and log in to the returns portal with your order number and email address.
3. Follow the steps on the returns portal to schedule your return and generate your returns label. This will also provide instructions on what to do next.
4. Return your parcel and allow up to 14 days for your return to be processed. We’ll keep you updated via email on the progress of your refund.

Please note

• We can only issue refunds for orders that have shipped.
• The refund will be the full value of the product, unless stated otherwise, and will be sent to the card used to place the order.
• Shipping costs are not refundable from your initial order.
• We will credit your refund within 14 days of receiving the returned product.
• We will not reimburse you for return shipping costs. Please use a tracked shipping delivery method.
• We may compensate you for the return shipping if your item is faulty or damaged when you receive it.

We will email you once we have processed your return and your refund will be processed on our system the same day. Your credit statement will be updated according to the credit organisation’s policies. Please refer to your bank.

If you need an item repaired, call Customer Services on 01843 233525 or email customerservices.uk@hornby.com. We will confirm if we can help.