In the unlikely event that your order arrives faulty, damaged, or the goods are different to those ordered, then please email returns@castletrains.com or call 01926 410920 immediately.

We will then organise a replacement to be set asside and sent out to you at the earliest opportunity, or issue a full refund to you, including any delivery charges and reasonable return postage charges once the faulty or damaged item has been returned.  No refund or exchange will be available until the returned item has been received by us.

If your purchase was unsuitable please follow the instructions below:

To receive a refund you must return the goods within 30 days of receipt of delivery (* exclusions apply). Please note that any original delivery charges will not be refunded.

(* Exclusions: excludes products engraved or otherwise made to specific requirements. This does not affect your statutory rights.)

Goods must be returned with a copy of your packing slip to:

Castle Trains
36 Smith Street
Warwick
WARWICKSHIRE
CV34 4HS

Please note in the packaging if you would like a refund or exchange.

All goods returned must be in a perfect and saleable condition with original product packaging and instructions where appropriate. If the goods do not reach us in a perfect and saleable condition, and in their original packaging, then your right to a full refund may be affected.

If returning by post the parcel and its contents are your responsibility until they reach us. The cost of returning the goods is at your expense.

This does not affect your statutory rights.

We recommend using registered post and retaining the proof of postage as we may require signed proof of delivery. We are not responsible for returned goods being lost or damaged in transit.

Exclusions: excludes products engraved or otherwise made to specific requirements. This does not affect your statutory rights.