Refund Policy

This policy is developing as quickly as the shop develops.

From a small site selling a few new, as new, second hand and various other items, it's taken off!

The policy protects your rights, but be assured we offer a a refund policy that you should expect.

Please note however that whilst a lot of stock is new, sealed and as you'd fund on a shop shelf, we specialise in all but new. Many of the second hand and kit-bashed items are NOT covered by standard regulations and are bought as described and shown. Please read the listings carefully, and if in doubt drop us an enquiry.

We all purchase items from time to time that we need to return. Remember we are modellers and understand how disappointing it can be to receive an item you were excited about. We want to sell these items, but we want them to find good homes and for you to be happy.

Put in a request, or even a 'complaint' - but it may be innocent damage in transit or a misunderstanding. Be polite and fair, and we'll certainly be so.

1. Introduction

This policy explains how you can return products to us under appropriate circumstances.

This policy applies to all customers, and all orders submitted through our website.

This policy does not affect your statutory rights under UK consumer law, such as the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

2. Warranty

2.1 Brand New products: 12 month manufacturer warranty.

2.2 Pre-owned products like motorised locos: 90 days warranty.

2.3 Other non-new items are non-returnable if as described.

3. Returning Faulty or Damaged Goods purchased New

The Consumer Rights Act (which replaced the Sale of Goods Act in October 2015) gives you the statutory right to return something and seek a refund if products purchased prove to be faulty.

3.1 You have the legal right to a refund if you return your faulty goods within 30 days of receiving it.

3.2 If you do not reject the goods within the first 30 days, and find a fault within the first six months of possessing your faulty goods, we are legally entitled to offer to make a repair or offer a replacement. Should this be impossible, you may request a refund.

3.3 After the first six months from the receipt of goods, the burden of proof switches to you to prove the fault you've found was present at the time you purchased the goods in a store or first took ownership of it if you bought it online. We will ask you to provide evidence that your goods were faulty or damaged at the point where you received the goods. While your goods may still be covered under warranty, the matter may need to be dealt with by the manufacturer. In such cases, you may not be entitled to a refund and may instead be offered a repair.

4. Change of Mind & Other Returns

In accordance with the Consumer Contracts Regulations, if your item was bought online, over the phone or by mail order, as a customer you have consumer returns rights.

4.1 The Consumer Contracts Regulations gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods.

4.2 You then have a further 14 days from the date you notify the retailer that you'd like to cancel your order to return the goods to them.

4.3 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

We receive the returned product within 30 days following the date of dispatch of the product to you.
The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new.
You comply with the procedure set out in this policy in relation to the return of the product; and None of the exclusions set out in this policy apply.

5. Order Cancellations and Amendments

5.1 Orders

5.2 Once an order has been placed, cancellations cannot be guaranteed. It is the customer’s responsibility to ensure that their order details are correct at the time of purchase.

5.3 Please note that our departments operate at different times, and orders may begin processing shortly after being placed.

5.4 We will always do our best to cancel your order upon request; however, this cannot be guaranteed once processing has begun.

5.3 Amendments

5.3.1 Amendments to existing orders — such as changes to items, quantities, delivery address, or payment details — cannot be guaranteed.

5.3.2 Whether an amendment is possible depends on the stage your order has reached in our warehouse.

5.3.3 We will always try our best to make amendments if feasible, but once your order has been processed or dispatched, no changes can be made.

6. Returns Procedure

All returns should be submitted through the Return Portal whenever possible:

Standard Returns: Covered under Section 3. A return label will be automatically generated, and handling fees apply.
Warranty Returns: All requests are reviewed. If approved, you'll receive a free return shipping label. If denied, we'll notify you with the reason.

6.2 International Customers

Currently, international customers cannot submit returns via the portal. Please contact our customer service team for assistance.

6.3 Returns Outside the Portal

If you are unable to submit a return through the portal for any reason, you must contact customer service to obtain a Return Authorisation (RA) number. Your product should then be sent to us with a covering note quoting the RA number.

Except for cases involving faulty, damaged, or recalled products, customers are responsible for all postage costs associated with returns under this policy.

5.4 Return Address

Products returned under this policy must be sent via Royal Mail Signed For to the address shown at the bottom of these terms (see section 12)

7. Exclusions

The following types of products may not be returned under this policy:

Products liable to deteriorate within the period of 30 days following dispatch
DVDs, CDs and other audio or video or audio-visual recordings
Computer software (whether on CD-ROM, DVD-ROM or otherwise)
Newspapers, periodicals, magazines or similar products
Any product made or modified to order
Gift vouchers
Products not sold as New and otherwise sold (i,e, second hand)

8. Refunds

8.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

8.2 Except in the cases of faulty, damaged or recalled products, we will not refund to you the original delivery charges relating to the returned product.

8.3 In the case of faulty, damaged or recalled products, we will:

In the UK, issue you a postage paid returns label for you to apply to your packaging for deposit at any Post Office.
All refunds must be issued to the same payment method from which the original purchase was made.
We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

8.4 Change of Mind & Other Reasons Refunds:

All standard returns incur a handling fee, which will be deducted from your refund or store credit to cover return shipping. If you return items at your own expense without using the portal, no handling fee will be charged. This applies only to standard returns.

9. Return Outcomes

9.1 Returned items may be eligible for a refund, store credit or exchange*, providing your return is in line with the rest of our policy.

9.2 *Exchanges are dependent on stock availability. Non-returnable items won't be eligible for return. Items must be returned within the relevant return time frames and policies specific to store credit, exchange, Shop Now and refunds.

9.3 All exchange orders will be shipped via Standard Royal Mail shipping, unless manually changed due to the price, weight or size of the goods and you’ll receive a new order confirmation email once the exchange has been processed.

10. Improper Returns

10.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product: We will not refund the purchase price or exchange the product. We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product at our sole discretion without any liability to you.

11 Unreasonable Claims / Fair Use Policy

11.1 Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund, block your account and any associated accounts entirely, or implement restocking fees as appropriate.

11.2 Fraudulent activity includes, but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity.

11.3 If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from the purchased products or attempting to return items that do not belong to the company.

12. Our details

This website is owned and operated by Mya Models

Our principal place of business is:

Mya Models, Tamarisk, Housel Bay Road, Lizard, Helston, Cornwall TR12 7PF

(Please note this is NOT a shop and will not accept callers).

You can contact us:

by post, using the postal address above;
using our website contact form;
by email, using info@myamodels.co.uk

This policy has been created in accordance with UK consumer law and is designed to provide a clear, fair, and hassle-free returns experience for all customers.