At Model Train Store, we take pride in delivering quality model railway products to enthusiasts worldwide. We understand that sometimes you may need to return or exchange an item, and we’ve made the process simple and straightforward.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in original packaging, and in the same condition as received
  • All original tags and accessories must be included
  • A proof of purchase or order number is required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Electrics and Switches (opened packages)
  • Point Motors (installed items)
  • N Figures and Animals (due to small part handling)
  • Any item not in its original condition or damaged due to customer use

How to Initiate a Return or Exchange

  1. Contact Us: Email [email protected] with your order number and details about the product you’d like to return or exchange
  2. Wait for Approval: Our team will review your request and send return instructions within 24-48 hours
  3. Package Your Item: Securely pack the item in its original packaging with all accessories
  4. Ship the Item: Send the package to our warehouse at:
    Model Train Store Returns
    1663 White Oak Drive
    Kansas City, US 64108
  5. Track Your Return: Once received, we’ll process your refund or ship your exchange within 3 business days

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Model Train Store Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. The details are as follows:

  • Product Name: [Product Name]
  • Reason for Return: [Brief Reason]
  • Preferred Resolution: [Refund/Exchange for Specific Item]

Please advise on next steps. Thank you for your assistance.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Information

Once your return is received and inspected (typically within 3-5 business days of arrival at our warehouse), we’ll notify you of the approval status.

  • Refund Method: Your refund will be processed to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: Allow 5-10 business days for the refund to appear in your account after approval
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the return is due to our error

Exchanges

For exchanges of the same value, we’ll ship the replacement item once your return is received. For higher-value exchanges, you’ll need to place a new order after receiving your refund.

Damaged or Defective Items

If you receive a damaged or defective item (such as Hornby OO track with missing pieces or a malfunctioning N gauge locomotive), contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement at no additional cost.

International Returns

For customers outside the US:

  • You’ll be responsible for return shipping costs and any applicable customs fees
  • We recommend using a trackable shipping service
  • Refunds will be issued in USD and may be subject to currency fluctuations

For any questions about our returns policy or your specific situation, don’t hesitate to contact our friendly customer service team at [email protected]. We’re fellow model railroad enthusiasts and are happy to help!

Happy modeling,
The Model Train Store Team