We are happy to conform with the Distance Selling Regulations which are designed to protect you when buying items via mail order. We offer a flexible returns policy and are happy to accept items back for refund or exchange if you have ordered the wrong items, they don't fit or the items are damaged or faulty upon receipt.
In the unlikely event that you are not completely satisfied with your order you must notify us within 7 days of delivery detailing the reason for your dissatisfaction. In the event that an item is to be returned it must be unused and with the original packing and in the condition in which it was delivered to you unless faulty.
Items that arrive with obvious packaging damage must not be signed for as in good condition. If you sign for the item you are accepting the item as being in good condition and the carrier will not accept responsibility. You can reject the delivery or make sure to inform the carrier that the item is damaged and have this recorded on the delivery document.
Unless there is a manufacturing fault, or the goods were damaged in transit, goods will be returned at your own cost and refunds are made up to the cost of the goods excluding the original Postage and Packing cost.
You will have to pay the post office to return the goods but we will then refund these costs to your card or send a cheque to the value. We will only refund the cost of 2nd Class Royal Mail or Standard Parcels for the larger items. These are both standard services and should see the parts back with us in a couple of days. You may send the goods back to us using a Priority or Guaranteed service but we will only refund the approximate cost of the standard service
FAULTY, DAMAGED OR BROKEN GOODS .
All items purchased from Elitemodelsonline are covered by a full manufactures warranty, the duration of which is 1 year. This warranty covers manufacturing faults and defects but does not cover damages caused by crashing, abuse or general wear and tear etc. If you feel that the product purchased from Elitemodelsonline has developed a fault then please contact us before returning the goods as many problems may be solved without you incurring postage costs. If the goods need to be returned -
Goods must be clean and not covered in muck and oil.
Goods must be accompanied with a completed returns form.
Please be honest when dealing with us, we will try our best to resolve any problem you have as it is in our interest to have a happy customer! Unfortunately postage costs cannot be covered unless at our discretion there is a manufacturing fault.
NEW ITEMS RETURNED FOR EXCHANGE OR REFUND.
Please contact us before making a return as we may be able to offer advice or help that might avoid you having to return the goods (especially relating to parts not fitting etc)
For a full refund goods must be returned within 7 days of delivery. For goods received after this time there may be a administration charge as follows.
Returned goods received by Elitemodelsonline between 9 and 15 days after initial delivery to you will be liable to a 10% surcharge.
Returned goods received by Elitemodelsonline between 16 and 29 days after initial delivery to you will be liable to a 50% surcharge.
Items received after 30 days will not be refunded unless the item has a manufacturing fault.
NEW ITEMS RETURNED BECAUSE WE HAVE SENT THE WRONG PART
Believe it or not we do make the occasional mistake! If we have sent a incorrect part to you which is different to what is listed on your invoices we will be happy to make a exchange and pay your second class postage for returning the item.
Goods must be sent with in 7 days of receipt.
Goods must be in their original packaging.
Goods must not have been fitted or used.
You will have to pay the post office to return the goods but we will then refund these costs to your original payment method or send a cheque to the value. We will only refund the cost of 2nd Class Royal Mail or Standard Parcels for the larger items. These are both standard services and should see the parts back with us in a couple of days. You may send the goods back to us using a Priority or Guaranteed service but we will only refund the approximate cost of the standard service. Goods must be accompanied with a completed returns form.
ITEMS MUST BE RETURNED TO:
If you need to reach us, please email us [email protected] alternatively, you can call on
(International +44 1795 410630)
or even send mail to:
Elite Models (online) Ltd.
7 Anchor Business Park
Castle Road, Sittingbourne