We want you to be completely happy with your purchase, however we understand some items are not always suitable once you receive them or may develop a fault once received.
Returning items is as easy as if you had bought them from a shop. Simply follow the instructions below depending on whether the item is faulty or being returned under the 14 day returns policy.
Please use the Return form and Mailing Label - link at the bottom of these instructions.
We reserve the right to refuse a return or not process it, if you do not follow these instructions.
Damaged or broken items during their warranty period:
For Hornby or Scalextric repairs please contact their service centre in the first instance. You can call them for advice on: 01843 233525. Please post faulty items to: FREEPOST, Hornby Service Dept, Westwood, Margate, Kent, CT9 4JX. Alternatively you can return the item to us if you prefer, but sending them straight back to Hornby is usually faster.
For all other items please return the faulty item (not the complete set if only one piece is faulty) using 2nd Class Royal Mail or the Standard Parcels service from the Post Office. We will repair or replace as necessary.
For faulty items we will also cover your postage costs of returning a faulty item to us. We do not repay the costs of Recorded, Special, Airmail or Courier deliveries. You should obtain a posting receipt as proof that an item has been returned. We can not be held responsible for items going missing or being damaged in the post.
OnTracks Satisfaction Guarantee:
If you are not happy with your purchase then please return it to us within 14 days of receipt . You simply pay the cost of returning the items to us. We will refund any money due to you within 14 days of such a cancellation. All items returned for refund or replacement under the 14 day cooling off period should ideally be in original unopened packaging and in resalable condition - as an example you should do no more than examine an item as you would in a shop prior to purchase. We reserve the right to make a deduction for damage or use as per the Consumer Contracts Regulations 2013.
Once you have opened the packaging and use an item we are unable to accept the item back for a refund. If the item is faulty we will of course be happy to repair, replace or exchange it.
If an item is faulty please ensure the Customs declaration states FAULTY and has a value of Zero. You are responsible for all Customs & Handling charges for packets being returned to us.
The Return Form:
Click here to open the Returns Form & Postal Label. We have introduced the Form as we frequently receive items returned with no clue as to who they are from or why they have come back to us - Thanks for your help!