Return - Product Support
How do I return a product within the USA?
This returns procedure is for goods purchased in the USA from the Hornby website only. For all other USA returns please contact your retailer.
Faulty or damaged goods can be returned for full credit or replacement. To receive a Returns Authorisation Number, telephone the Customer Services team on Ext 105. 1-877-358-6405. and quote your customer details. Alternatively, email Customer Services at customersupport@hornby.us Only returned items with a supplied Returns Authorisation Number will be accepted.
You may return unwanted goods for credit within fourteen working days of receipt for full credit to your original payment method. Credit will only be given if the goods are returned to us in a saleable condition with all packaging, components, labels, leaflets and instructions.
Repack the goods securely. It is in your interest to obtain Proof of Posting as we cannot be held responsible for non-delivery of goods to our address without it.
On receipt of the goods, we will credit the original payment method with the value of the returned goods.
This policy does not affect your statutory rights.
Billing Address:
- Hornby America Inc.
- P.O. Box 99670
- Lakewood, WA. 98496
Carrier:
- Hornby America Inc.
- 4620 95th St SW
- Bldg 6 - Suite A
- Lakewood, WA. 98449
How do I return a product from outside the UK?
This returns procedure is for goods purchased for delivery outside of the UK from our website orders only. If you purchased your Hornby items from a different source please contact your retailer.
What is your policy for returning Christmas purchases?
Any order placed on the website from the 1st of November can be returned for a refund or an exchange (subject to product availability) up until the 10th of January.