OnTracks Terms & Conditions

Terms and conditions below do not affect your statutory rights

Prices are subject to change due to taxation changes or supplier price changes. We reserve the right not to supply and to do so without providing any explanation (although in most cases this would be due to incorrect descriptions or prices on this site).

A contract only comes into force when your credit card is charged at the point of dispatch - no other communication should be considered an acceptance of your 'Offer to Treat'. Sending money to us does not create a contract.

All items are available whilst stocks last and may be withdrawn at any time without notice.

All prices include VAT at 20% where applicable. Outside the EU we retain the VAT element of the product price and use it to subsidise shipping costs for non EU customers. VAT is charged at the ruling rate on the day of dispatch.

Some items in our catalogue are to be released by the manufacturers later this year. Out of stock items are held on back-order and supplied as soon as possible. If we are able to obtain some of your order quickly we will part send.

For orders paid by credit/debit cards we do not charge your card at time of order. We charge your card at the point of dispatch.

For PAYPAL - money is transfered from your paypal account at the point of checkout. The Paypal option only appears on the checkout page where all items in your basket are in stock.

We may charge a non-refundable deposit for items which are specially ordered, or customised. This includes Noch Layout Boards, Extensions and Frames.

Spare part orders may take some time to obtain from the manufacturers factory. We are unable to accept back spare parts which have been ordered on your behalf - especially if you've found you asked for the wrong part or the part does not cure the problem with your product.

Our most popular items are held in stock ready for immediate dispatch. All other items need to be procured from our supplier or the manufacturer on an individual basis. Such items may therefore will take between 5 and 24 working days to dispatch unless a different timescale is noted against the product itself, subject to their availability.

Payment is accepted by Visa, MasterCard, Switch, Solo, Delta, American Express, Diners and JCB credit/debit cards.

Payment may also accepted by Cheque (in Sterling, drawn from a UK bank), Postal Order (in Sterling drawn from a UK Post Office), Bank transfer and by International Money Order (in Sterling) or Paypal. Visit our Payments page, linked at the bottom of this page for more instructions.

Any refunds will be applied in Sterling to the credit/debit card or paypal account used to make the original purchase where possible. Alternatively we will provide a cheque made out in Sterling.

All items sold are not for use by children under 36 months, some scale models are not recommended for children under 14. Particular attention to be paid to safety instructions accompanying glue, paints, modelling tools and any model rocket products which can not be supplied to under 18s. Outside the UK you are responsible for ensuring your order meets all local Laws, Customs Regulations etc. Outside of the EU you are also responsible for Customs & Excise charges including any import duties.

Customer Service:
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.

Electricity:
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: help@ontracks.co.uk

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 infomation 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 responcible 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. We are a Hornby and Scalextric approved service centre and can handle warranty repairs.

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:
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 30 days of such a cancellation. 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. All items returned for refund or replacement under the 14 day cooling off period must 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 are unable to accept items which have been opened or used.

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.

We are unable to accept items back after the 14 day cooling off period expires.

Your privacy:
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 info@ontracks.co.uk . 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).

In accordance with the EU e-privacy directive - This website uses cookies to anonymously track users and their behaviour. A separate ‘shopping basket’ cookie may be used which is only accessible to Ontracks staff. Once you begin the checkout process this shopping basket cookie will include the data you enter about yourself. We retain this cookie for a maximum of 3 hours to allow you to complete the checkout process.

If you have any questions regarding our Terms & Conditions, please email us.