Refund and Returns Policy
Please Note: We are unable to offer a Refund for anything other than Faulty Goods.
All items that leave us are subjected to a minimum of a visual inspection, so Faulty and/or Damaged items need to be reported to us within five days of you receiving the item. The items should then be returned to us in the condition they were received, preferably in the original parcel/wrapping. If it is not possible to return the item(s) in the original parcel/packing they should be suitably packaged to prevent further damage whilst in transit. The cost of return postage will be reimbursed in the instance of faulty items, if requested in any covering letter, and returned to you by the appropriate means.
When goods returned because they are faulty, prove to be so, then a full refund or exchange will be given. For your own protection we recommend you send the item back via special delivery, because Recorded Delivery and First Class mail do not give compensation on items that are damaged, lost or stolen. Alton Model Centre can not be held responsible for any items lost or damaged by the postal service. We can only refund goods that are returned in the condition they were sent, and not for any lost or stolen items. The above options ensure that, in the event of a missing parcel, you can prove it was posted to us.
In order for us to be able to process returns quickly and effectively, please enclose a covering letter detailing the following: The alleged fault with the item, The original invoice/order number and your contact details including telephone numbers (works, mobile etc). Once returned, 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 with original packaging, before we can start the process of replacing them.
Please address returns to: Returns Department, Alton Model Centre, 7a Normandy Street, Alton, Hampshire, GU34 1DD