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Returns Policy

THE MODELTRAINSHOP wishes to provide its customers with the best possible service.  Our staff and suppliers are fully aware of, and comply with the Consumer Protection Act.  We are committed to doing business in terms of the requirements of the Consumer Protection Act and our returns policy is therefore compliant.

Your invoice is your guarantee.

Most goods will be refunded or exchanged if they are returned within 10 business days of purchase, if they were defective when purchased or failed due to a design or manufacturing flaw or do not comply with requirements and standards in terms of safety and quality.  THE MODELTRAINSHOP reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre.  Customers are required to present their original tax invoice.

The goods excluded from the 10 day repair, exchange or refund policy are:

Unless there is a manufacturing defect, customers may only return these goods if it is still in its original condition. 
Goods purchased by way of special arrangement or custom order, i.e. On line shopping, will only be replaced if it is defective 
Items will only be refunded if they are in their original packaging and unused. Should the item be opened then an exchange for the same product will be given if the product is defective. 

If a customer has indicated that they wish to use the goods sold for a particular purpose and it has been confirmed that the customer will be able to use the goods for that purpose, the customer may return the goods within 10 business days after purchase if it turns out that the goods are not suitable for the purpose the customer had anticipated and indicated to the sales person.

If the packaging or marketing materials indicate a product which materially differs from that which is supplied then a customer may return the goods within 10 business days after purchase. Subject to our rights in law to charge the customer for use of the product and to repair the goods for re-stock purposes, THE MODELTRAINSHOP will provide the customer with a refund.

If a customer’s goods fail or turn out to be materially defective due to a design or manufacturing defect within the first month (one month) after purchase, THE MODELTRAINSHOP will repair, replace or provide the customer with a refund.

Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, THE MODELTRAINSHOP reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to repairing, replacing or refunding an item and to provide the customer with feedback within 10 business days of receipt of the returned goods and to act accordingly.

If the goods show a defect after the initial 6 (six) month period, but are within the manufacturer’s warranty period, THE MODELTRAINSHOP may, at the customer’s request send the goods to the manufacturer for repair and the manufacturer will decide whether you will have a valid claim and if so, whether they will repair or replace as well or whether any charges will be levied in accordance with the terms of the warranty.

If the goods become defective once the manufacturer’s warranty has expired, we will endeavour to arrange with the manufacturer or its agents to repair the goods but bear no responsibility for their failure to do so.

No repairs will be done without the customer’s approval of a quotation first. If within 3 (three) months after goods have been repaired, the defect persists or a further failure or defect occurs on the repaired component THE MODELTRAINSHOP will either refund or replace the item. Customers must keep proof of repairs.

As with all warranties, certain conditions and exceptions apply:

Please take proper note of any terms or instructions that accompany your goods; 
Goods that show a manufacturing defect within the first 6 (six) months of purchase will be repaired, replaced or refunded; and 
Defects that develop after six months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy. 

The manufacturer’s warranty will only apply to material defects in the process of manufacturing the goods and will not apply in the following instances:  

damage caused by lightning or power surges;  
damage caused by misuse or abuse to the goods or contrary to instructions and warnings provided on the goods or their documentation;  
goods used for a purpose other than the purpose for which they were intended; 
 accidental damage; and
 goods that have been altered or physically changed in any way.
Once we have accepted a return and approved a refund, the customer will receive the refund in the same manner as payment was made.


Purchases over the internet
A customer has a general right to return goods (a ‘cooling off period’) within 10 (ten) business days after delivery, without penalty, should the product be unsatisfactory or incorrect.
The customer will be liable for the costs of returning the goods, should it relate to a change of mind purchase.
Refunds will be finalised within 7 business days.
Returned goods must be:
In its original packaging; and 
In its original condition 

Certain conditions and exemptions apply:
No returns will be accepted if Goods have been altered in any way.  (e.g.  “Kit-Bashed”, “Weathered or Detailed”,) 

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