Refund policy

Last updated: July 2026

Thank you for shopping with us. We want you to be happy with your purchase. This policy explains your rights and how returns and refunds work when you buy from our online store.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

14-Day Right to Cancel (Online Orders)

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, please contact us within the 14-day cancellation period.

After notifying us, you have a further 14 days to return the item(s).

Refunds will be processed within 14 days of receiving the returned goods (or receiving evidence that they have been returned, whichever is sooner).

Return Conditions

To qualify for a change-of-mind return:

Items must be returned in the same condition they were received.
New items should be unused and, where reasonably possible, returned with their original packaging.
Used items should be returned in the same condition as supplied.
The customer is responsible for taking reasonable care of the goods while they are in their possession.

We reserve the right to make a deduction from your refund if the value of the goods has been reduced because they have been handled more than would reasonably be necessary to inspect them.

Return Postage

If you are returning an item because you have changed your mind, you are responsible for the cost of returning it unless we have agreed otherwise.

We recommend using a tracked postal service, as we cannot be responsible for items lost in transit back to us.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible, ideally within 30 days of delivery.

Please include:

Your order number
A description of the issue
Photographs where appropriate

If an item is confirmed to be faulty, damaged, or not as described, we will provide an appropriate remedy in accordance with your legal rights. This may include a repair, replacement, full refund, or partial refund depending on the circumstances.

Where we ask you to return a faulty or incorrect item, we will cover the reasonable return postage costs.

Used Wooden Trains

We sell both new and used wooden trains and accessories.

Used items are carefully may include significant wear, marks, missing paint, or other cosmetic imperfections that will be shown on the product images. Additional images are available upon request, If you are unsure of the condition of an item please contact us prior to purchase and we will be happy to provide additional images for your consideration prior to your purchase.

Signs of previous use, marks, missing paint, defects do not constitute a fault.

Missing or Lost Deliveries

If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate with the delivery provider.

Refunds

Refunds will be made using the original payment method wherever possible.

Original delivery charges will be refunded when required by law following a valid cancellation of the entire order. Return postage for change-of-mind returns is not refundable unless required by law.