Overview
At John Rex Model Engineers, we strive to ensure that our customers are completely satisfied with their purchases. Please read our returns policy carefully to understand your rights and how we handle returns and exchanges.
1. General Return Policy (UK & International)
We accept returns on items purchased from John Rex Model Engineers within 14 days from the date of delivery. To be eligible for a return, the item must be:
- In its original, unused, and resalable condition.
- In the original packaging, where possible.
Please contact us at Phone: +44 (0) 1977 699669 or Email: johnrex@miniaturesteam.com within 14 days of receiving your item to initiate a return. After we’ve received your return request, we will guide you through the process.
Return Address:
Unit 15, All Saints Industrial Estate
Baghill Lane
Pontefract
West Yorkshire, WF8 2ST
2. Exclusions: Custom Work
Custom or bespoke items, including items that have been specifically tailored or made to your specifications, cannot be returned or exchanged unless they are faulty. This includes but is not limited to:
- Personalised items.
- Custom-built models or engineering products.
We encourage you to ensure that all specifications are correct before placing an order for custom work.
3. Faulty or Damaged Items
If your item is faulty or damaged upon arrival, please contact us immediately (within 7 days of delivery). We will provide you with a full refund, replacement, or repair, as appropriate.
To ensure a smooth process, please provide:
- A description of the fault or damage.
- Photographs of the damaged or faulty item.
4. Refunds
Once your return is approved, we will process your refund within 14 days of receiving the returned item. The refund will be issued to the original method of payment.
Please note that shipping costs for returned items are non-refundable unless the item is faulty.
5. Return Shipping Costs
- UK returns: We offer a free return shipping label for faulty items. For other returns, the customer is responsible for the cost of return shipping.
- International returns: The customer is responsible for the cost of return shipping, and we advise using a tracked and insured service.
6. Exchanges
We currently do not offer exchanges for returned items.
By following this policy, we aim to ensure a smooth and transparent process for all our customers. If you have any questions or concerns regarding your order, please don’t hesitate to contact us.
Thank you for choosing John Rex Model Engineers!
Visit our contact us page for questions related to refunds and returns.