Trains & Planes Ltd.

Our terms and conditions shown do not affect your statutory rights in anyway.

Prices are subject to change without notification.

We reserve the right to decline an order without providing any explanation (however we would in all cases attempt to contact the purchaser), should incorrect descriptions or pricing be shown on the website in error).

We reserve the right to charge an administration fee of £20.00 per order on each cancelled order. 

A contract will only come into force when the purchaser's credit card is charged - no other communication should be considered an acceptance of your 'Offer to Treat'. All items may be withdrawn at any time without notice.

All prices include VAT where applicable, errors & omissions excepted

All out of stock items are held on "back-order" and will be supplied as soon as possible.

We accept payment by UK based Visa, MasterCard, Maestro, Visa Debit, Visa Delta and American Express, credit/debit cards. Payment is also accepted by cheque in Sterling, drawn from a UK bank. We do not at present accept non UK credit or debit cards.

Refunds will be applied in Sterling by cheque. Goods returned for refund must be returned in all of their original packaging including all items supplied with that product.

All items sold are not for use by children under 36 months, some scale models are not recommended for children under 14 years. Particular attention should be paid to safety instructions accompanying glue, paints, modelling tools and any model rocket products which can not be supplied to under 18s.

Contacting Our Customer Services:

Please feel free to contact us for further advice or information, full contact details are shown under the 'Contact Us' menu option. Our hours of business for contact via telephone are from 6pm to 9pm Monday to Friday and from 9am to 8pm Saturday & Sunday.

Website Product Images & Descriptions:

Pictures of products are shown on our website are illustrative only and may not represent the contents of just one item. Pictures are generally supplied to us by the manufacturers and are typically packaging illustrations, just as in a shop you should enquire if you are unsure what is included in a product. Pictures may show completed or painted items (e.g. items supplied in kit form), or products not included in the item (e.g. a car shown in a picture of a model street light). The colour of models can change and so unless stated in the description you should assume the colour of your purchase may vary. (e.g. a model aircraft may be pictured in black but be delivered in green). Trains & Planes Limited cannot be held responsible for the design or authenticity of represented finished products and liveries offered by the manufacturer. Limitations regarding the accuracy due to scale and manufacturing processes, are not the responsibility of Trains & Planes Ltd.

Damage caused by modification, mishandling or alteration is the responsibility of the purchaser.

If Things Go Wrong

Occasionally, things go wrong. If we should fail to meet your expectations please let us know. Without customers a business has no business, therefore we always value your feedback and believe that any complaints are an opportunity to improve our service and the relationship that we have with our customers. You can contact us via e-mail on info@trainsandplanes.co.uk

Trains & Planes Ltd. will attempt to acknowledge any and all complaints or feedback within 3 working days. We will update you as to how long the problem will take to investigate as soon as we have the relevant information.. Any complaint is taken seriously and a decision agreed with our Managing Director. We will update you on a regular basis about the progress of our investigations.

Damaged or broken items:

If one of your purchases is damaged upon receipt please contact us, so we can provide the contact details of the manufacturers repair centre who will happily fix the model. If you wish to return a model to us please contact us to arrange the return. We will refund the postal cost of returning an item to us when requested up to a maximum value of £7.95  This should be arranged through Royal Mail Special Delivery Next Day. We do not repay the costs of any other Special or Courier deliveries. You should obtain a posting receipt as proof that an item has been returned. We cannot be held responsible for items going missing or being damaged in the post.

Where a product is visibly unacceptable in it's presentation due to faulty manufacture from new and it is still in its original packaging, Trains & Planes will replace or exchange it, provided we are informed within 7 days of receipt.

It is the responsibility of the customer to establish to their own satisfaction the choice of model to be purchased.

Any change of mind from the original order requiring exchange after shipment will be subject to a 10% handling charge plus and postal cost incurred.

All items which are damaged or require service after delivery should be dealt with in accordance with the manufacturers instructions enclosed with your purchase.

If You Should Change Your Mind:

You are welcome to add, amend or cancel your order at any time - we understand circumstances can change between ordering and our dispatch of your chosen items. Please let us know about such changes as soon as possible to avoid items being sent to you in error!

Unfortunatley, we are unable to refund or replace items until they are received by ourselves - you must insure the parcel for it's return. All items returned for refund or replacement must be in original unopened packaging and in resaleable condition - as an example you should do no more than examine an item as you would in a shop prior to purchase.

In all cases when you return an item you must obtain a posting receipt from the Post Office and a returns number from ourselves. We cannot accept any returned goods without first issuing a returns (RMA) number. Returns numbers can be obtained by e-mailing us with a request for an RMA number along with a description of the goods, date and cost of purchase plus details of why a returns number is required. Should you have any further queries on our returns policy, please e-mail or telephone us.