Returns and repairs
Due to the unprecedented circumstances, the country finds itself in, our teams are now working remotely.
Most departments can continue to function without too much disruption, but unfortunately, this isn't practical for our repairs team, so we have had to take the decision to temporarily halt this service whilst we are in this uncertain period.
We would appreciate it if you could hold onto any returns or repairs for now as we wouldn't want any products getting mislaid in the delivery system.
We apologise for the inconvenience that this may cause you but I'm sure that you understand that the safety of our team and protecting the safety of our NHS is paramount. We hope to return to normal service as soon as the circumstances allow.
Please stay safe in these extraordinary times
What is your policy for returning Christmas purchases?
Any order placed on the website from Friday 1st November 2019 can be returned for a refund or an exchange (subject to product availability) up until Friday 10th January 2020. Orders placed after 20th December 2019 will be subject to the normal 14-day returns policy.
Please follow our usual returns procedure to return any unwanted gifts this Christmas.
How do I return a product within the UK?
This returns procedure is for goods purchased in the UK from the Hornby website only. For all other UK returns please contact your retailer.
Faulty or damaged goods can be returned for full credit or replacement. To receive a Returns Authorisation Number, telephone the Customer Services team on 0844244 9634 and quote your customer details. Alternatively, email Customer Services at firstname.lastname@example.org. Only returned items with a supplied Returns Authorisation Number will be accepted.
You may return unwanted goods for credit within fourteen working days of receipt for full credit to your original payment method. Credit will only be given if the goods are returned to us in a saleable condition with all packaging, components, labels, leaflets, and instructions.
Repack the goods securely. It is in your interest to obtain Proof of Posting as we cannot be held responsible for non-delivery of goods to our address without it.
On receipt of the goods, we will credit the original payment method with the value of the returned goods.
This policy does not affect your statutory rights.
Returned goods should be sent to:
Hobbies 2 Buy
55 Weirdale Avenue
How do I return a product from outside the UK?
This returns procedure is for goods purchased for delivery outside of the UK from our website only. For all other returns please contact your retailer.
For faulty or damaged goods, please email us at email@example.com for advice.
Unwanted goods can be returned for credit within fourteen working days of receipt for full credit to your original payment method. Please email us at firstname.lastname@example.org for advice.
Full credit will only be given if the goods are returned to us in a saleable condition with all packaging, components, labels, leaflets, and instructions. We reserve the right to reduce the amount of refund if the goods are not in a saleable condition.
Only returned items with a supplied Returns Authorisation Number will be accepted.
We offer a repair service for certain products. Please call Customer Services on 0844 244 9634 or email email@example.com for advice and pricing details.
If Customer Services confirm that your item is suitable for repair, it should be sent to:
Hobbies 2 Buy
55 Weirdale Avenue