Faulty Or Damaged Products

We check all products before dispatch and our QC department has a very keen eye for detail, but we’re only human, and occasionally the odd one slips through the net. 

Please let us know immediately about any faults in any of the products in your order so that we can rectify the issue swiftly. We will either send you replacement parts or components where possible or ask you to return them to us for replacement if necessary. At present we do not offer a free returns service, but we will of course refund the cost of return postage on faulty products to you via your original payment method.

Requesting a replacement

There are several ways to get in touch with us about your order:

1. The quickest way to report a damaged or faulty product is to Submit A Ticket via the link on the top menu above. As soon as your email is received, you'll be issued a ticket number via email. This means we've received your report and it will be picked up as soon as possible. Our inbox is checked regularly Monday to Friday, 9 am to 5 pm and we aim to reply within 3 hours. Outside these hours, we may still be able to respond but response times are not guaranteed. Please do not delete this email as you'll need to be able to reply to it should you need to send us any additional information regarding your request.
2.  Give us a call at 01872 248878 (Monday to Friday, 9 am to 5 pm) and we'll be able to arrange for a replacement to be sent out while you're on the phone.
3.  Drop us a line through any of our Social Media pages such as Facebook, Instagram or the Railway Modellers Club App/Website.

Returning A Product

In the majority of cases, it will not be necessary to return the faulty products although you may be asked to send a photograph to help us assess the damage or which parts need replacing. If you are asked to return any products, please ensure they're returned in their original packaging where possible or at least packaging that is suitably sturdy.

Returned goods should then be sent to:

Returns Department

Scale Model Scenery Limited

Unit 26 Tresillian Business Park

Probus

Truro

Cornwall

TR2 4HF

United Kingdom

Getting The Replacement To You

Once a resend request has been raised, it will be picked, packed & dispatched along with the next batch of orders. As soon as your replacement is dispatched, you'll receive a dispatch confirmation email, just like you did for your original order along with any applicable tracking details. Please keep this safe just in case you need to contact us further about your replacement.

Please note, most replacements will be sent via standard Royal Mail delivery services which are only trackable on delivery, not in transit. High-value items may be sent via a tracked delivery service at our discretion.