OnTracks Terms & Conditions
Terms and conditions below do not affect your statutory rights
You are welcome to contact us for further advice or information, full contact details are shown under the 'Contact Us' link at the bottom of this page.
All items which include a mains plug or connector will be supplied with either a UK 3 pin plug or an EU to UK adapter plug - customers outside the UK are responsible for ensuring their local electrical supply and sockets are compatible with their purchase. The UK electrical supply is 240volt. We are unable to accept items returned due to incompatible power supplies, or where the unit has been modified or damaged for overseas use.
Advance Order Price Guarantee:
We occasionally offer a price match guarantee on newly announced products. The terms of the guarantee, the ranges covered and validity are all explained on this page. You can access the claim form from this page also. Click here.
Pictures, images and descriptions:
Where pictures of products are shown on the website they 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 car may be pictured in red but be delivered in blue) obviously a LIVERY shown in a picture would not change if it matches the description - e.g. a GWR steam loco would always be delivered as shown in the picture, never in BR Black!
When things go wrong:
We appreciate that occasionally we will let a customer down - if we fail to meet your expectations please let us know - we value feedback and believe all complaints are an opportunity to improve our service. You can contact us via this special email link: email@example.com
We will acknowledge all complaints/feedback within 3 working days and update you as to how long the problem will take to investigate, all items are taken seriously and the decision agreed with one of our Senior Managers.
Damaged or broken items:
If one of your purchases is damaged upon receipt please visit our Returns page for information on how to solve the problem.
For faulty items we will also issue a credit note to cover your postage costs of returning a faulty item to us. We do not repay the costs of Recorded, Special, Airmail or Courier deliveries. We can not be held responsible for returned items going missing or being damaged in the post.
Items which are damaged or require service after delivery should be dealt with in accordance to the manufacturers instructions enclosed with your purchase.
Packaging & Boxes:
We know some collectors consider the pristine condition of boxes and packaging material as important to their items. However, as you are unable to inspect and approve the condition of packaging via Mail order, we recommend customers visit to collect such items, or purchase from their local model shop instead. We are unable to consider an item 'faulty' due to damaged packaging. You are welcome to return, at your cost, packaging which does not meet your expectations and we will attempt to replace it. A £5 service fee plus P&P applies for these requests.
Changing your mind, Consumer Contract Regulations of 2013:
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!
UK customers have the right to a 14 day cooling off period from date of receipt of your goods without giving a reason for the return. 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. Express Postal charges & service charges are not refundable
We are unable to refund or replace items until they are received by ourselves - you are advised to insure the parcel. Please take care of the product and where possible do not open the packaging. We reserve the right to make a deduction from the refund for diminished value due to damage, use or wear and tear.
We may refuse to accept returns which have been sent without following the instructions and using the returns label on our Returns page - see the link at the bottom of this page. (eg if they are sent without postage paid on an envelope)
We are unable to accept items back after the 14 day cooling off period expires.
OnTracks is registered under the Data Protection Act 1998. Should you have any concerns about your privacy please contact our Managing Director, Fiona Mulhall at firstname.lastname@example.org . We collect information about you based upon the facts given at the time of ordering or registering. All information is collected by OnTracks for their use, some information may be shared with our bank for the approval of credit card transactions (this may include the given card holders name & address), and our couriers to allow the swift delivery of your goods. All information is collected lawfully and in accordance with the Data Protection Act 1998. Information is for the use of OnTracks in operating our retail business and is used solely for the purpose. You have the right to opt in to marketing material via our order process (you must choose to receive marketing material when ordering or via the automated newsletter subscription links on our website before we will market to you). In accordance with the Privacy & Electronic Communications Act - "We do not send random marketing emails to personal email addresses (spam).
If you have any questions regarding our Terms & Conditions, please email us.