Returns & Refunds

Can I return my order if I change my mind?

Yes. If you'd like to return your purchase, you have 14 days from the day you receive your order to let us know. Once you've told us, you have a further 14 days to post the item back to us.

To start a return, email us at support@traintrackr.co.uk with your order number and the reason for your return, and we'll be in touch.

What condition does the item need to be in?

Please return your board in its original packaging, with all box contents included. If the item comes back damaged, marked, incomplete, or showing signs of use beyond what's needed to check it over, we may make a deduction from your refund to reflect the reduced value.

Our boards contain delicate electronics, so please pack them carefully — we'd recommend using the original packaging and a tracked, insured service.

Who pays for return postage?

For change-of-mind returns, you are responsible for the cost of returning the item to us, including any customs or handling charges if you're returning from outside the UK.
We recommend using a tracked service and keeping your proof of postage, as we can't be responsible for returns lost in transit.

If your item is faulty or damaged on arrival, we'll cover the cost of the return — see below.

I'm outside the UK — how do I return my order?

Please email us at support@traintrackr.co.uk with your order number before sending anything back, and we'll let you know how to return your item.

When posting your item back to us, please clearly mark the parcel "Returned Goods" and include a copy of your order confirmation, to help avoid import charges when it arrives in the UK.

If you're returning an item because you changed your mind, we can't refund customs duties or import taxes paid to your local customs authority when your order arrived, but you may be able to reclaim them from that authority. For faulty or damaged items, we'll cover the cost of the return as described below.

If you ordered from our US site, please see the returns policy on that site.

How much will I be refunded, and when?

For change-of-mind returns made within the 14-day period, we'll refund:

• the full price of the product(s), and
• the standard delivery charge you paid to receive the order. (If you chose an express or upgraded delivery option, we'll refund the cost of our standard delivery service rather than the upgrade.)

We'll issue your refund within 14 days of receiving the item back, or of you showing us proof that you've posted it, whichever is sooner. Refunds are made to your original payment method.

What if my board arrives damaged or develops a fault?

Every board is tested before it ships. If you do have a problem, here's how it works:

• Within 30 days of delivery: if your board is faulty, let us know and, once the fault is confirmed, we'll replace it free of charge. This doesn't affect your statutory right to reject a faulty item within 30 days.
• After 30 days: if your board develops a fault, contact us and we'll assess it. Where the board is found to be faulty, we'll repair or replace it.
• Our warranty: all purchases are covered by a 1-year warranty from the date of delivery, against defects in materials and workmanship. The warranty is provided by RGTec Ltd and is in addition to your statutory rights. It doesn't cover damage caused by misuse, modification, incorrect power supplies, water damage, or accidental damage.

For confirmed faults, we'll cover the cost of return postage. To report a problem, email us at support@traintrackr.co.uk with your order number, a description of the fault, and a photo or video showing the issue.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 (UK) or your rights under EU consumer law.

Are there any items I can't return?

Custom-made or personalised items (for example, boards built to your own specification) can't be returned under the 14-day change-of-mind policy. This doesn't affect your rights if a custom item arrives faulty or damaged — those are covered in full as described above.

How do I cancel an order before it ships?

If your order hasn't been dispatched yet, email us at support@traintrackr.co.uk as soon as possible and we'll cancel it and refund you in full.

What about free items?

From time to time we run offers such as a free item when you buy a set number of products or when your order reaches a qualifying spend.
Any free item you were eligible for with your order must be returned if:

• Your product is returned because it's unwanted
• You return part of your order and the remaining items no longer qualify for the free item (such as returning one of two boards, or your order dropping below the qualifying spend)
• Your product is faulty and we refund it

If your product is faulty and we replace it, you can keep your free item.

The free item must be returned, in its original packaging and with all its contents, at the same time as the rest of your return. If the free item is not returned, we'll deduct its value (as listed on our website at the time of purchase) from your refund. If it comes back damaged, marked, incomplete, or showing signs of use beyond what's needed to check it over, we may make a deduction to reflect its reduced value.