Return & Refund Policy
Thank you for shopping with High Speed Models Ltd. We want you to be happy with your model railway items, and we understand that sometimes things aren’t quite right. This policy explains when and how you can return items and request a refund.
1. Your Right to Cancel (Online Purchases)
If you are a consumer (not buying for a business), you have the right to cancel online purchases within 14 days of receiving your order, in line with UK consumer law.
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You do not have to give a reason for cancelling within this 14-day period.
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You must let us know in writing (email to support@highspeedmodels.co.uk) that you wish to cancel.
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After you notify us, you have 14 days to return the items to us.
Note: This right will not apply, or may be limited, in cases such as:
Sealed products that are not suitable for return once opened.
2. Eligibility for Returns
To be eligible for a return and refund (for change of mind or ordered in error):
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Items must be returned within 28 days of receipt (14 days to notify cancellation + 14 days to return).
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Items should be in unused, resaleable condition, with:
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Original manufacturer packaging,
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All accessories, instructions and parts included,
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No signs of use, modification or damage.
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Items sold as “pre-owned”, “used”, or “clearance” must be returned in the same condition as supplied.
We reserve the right to make a deduction from your refund if the item’s value has been reduced due to handling beyond what is necessary to inspect it (similar to what you could do in a shop).
3. Faulty, Damaged or Incorrect Items
We take great care when packing model railway items, especially locomotives, rolling stock and delicate buildings. However, if something goes wrong:
Faulty or Damaged on Arrival
If an item arrives damaged or appears to be faulty, please contact us within 14 days of delivery.
Please:
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Do not attempt to repair or modify the item.
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Take clear photos of:
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The packaging (outside and inside),
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The item and the fault/damage.
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Provide your order number and a brief description of the issue.
Depending on the situation we may offer:
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A replacement (if stock is available),
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A repair (for certain items),
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Or a refund.
Incorrect Item Received
If we send you the wrong item by mistake:
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Contact us within 14 days of delivery.
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We will cover reasonable return postage costs or provide a prepaid label (where available).
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We will send the correct item or issue a refund once the incorrect item is returned.
4 . How to Return an Item
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Contact us first
Email us at support@highspeedmodels.co.uk with:-
Your name
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Order number
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Item(s) you wish to return
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Reason for return (e.g. “changed my mind”, “faulty on arrival”, “incorrect item”).
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Wait for return approval & instructions
We will confirm whether your return is accepted and provide the correct return address and any reference number we need you to include. -
Pack the item securely
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Use the original packaging where possible.
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Ensure the model and any small parts are protected to prevent damage in transit.
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Ship your return
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For change-of-mind returns, you are responsible for the postage costs and choosing an appropriate, insured service.
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For faulty/incorrect items, we may provide a prepaid label or reimburse reasonable return postage.
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We recommend using a tracked service and keeping proof of postage. We are not responsible for returns lost or damaged in transit where you arranged the postage.
5. Refunds
Once we receive and inspect your return:
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We will email you to confirm receipt and whether your refund has been approved.
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Approved refunds will be processed via your original payment method.
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Depending on your bank or payment provider, it may take several working days for the refund to appear.
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Refund of Original Shipping Costs
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If you cancel your entire order within the legal cooling-off period, we will refund:
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The price of the items, plus
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The standard delivery cost you originally paid (if any).
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If you are returning only some of the items from an order, original postage may not be refunded.
6. Return Postage Costs
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Change of mind / ordered in error:
You are responsible for the cost of returning the item.
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Faulty, damaged or incorrect items:
If confirmed, we will either:-
Provide a prepaid returns label (where possible), or
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Reimburse reasonable return postage (usually equivalent to a standard tracked service).
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7. Business Customers
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If you are purchasing as a business (e.g. for resale or use in a commercial setting), some consumer rights such as the 14-day cooling-off period may not apply. Returns for business orders are at our discretion, except where items are faulty.