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   Returns & Refunds

We aim to process returns or faulty item issues within 5 working days, but please allow up to 10 working days for exchange/refund.

If Your Item/s are Faulty or Damaged

Lord & Butler Model Railways is committed to ensuring our products are of a high quality. If an item is damaged, faulty or defective in any way then please email and attach relevant photographic evidence of the issue. Unfortunately, we cannot process any returns, exchanges or refunds without photographic evidence. 

If the item/s has a serious defect we will arrange to replace/refund the item, without question or prejudice.  However, Lord & Butler Model Railways retains the right to refund the value and cancel an order/transaction when this is deemed as the best solution to both or either party.

Faulty or damaged items must be reported to Lord & Butler Model Railways within a 7-day period from the delivery date.

If Your Item/s are Not What You Expected

If your purchase is not what you expected then please email immediately and you may be entitled to a refund for all or part of your purchase should it prove that we have disclosed incorrect information.

Please state clearly why the item/s were not as expected in writing, add your contact name, postal address, telephone contact number and valid email address.

The item will need to be delivered/shipped to our store (unused) within 28 days. Please note that products where “customer modifications” have been applied (such as self fitting of sound/electrics) may be non-returnable. Lord & Butler Model Railways does not offer a free returns service.

Where an item is unwanted, the customer has decided to cancel the order after shipment has been made and where Lord & Butler Model Railways is not liable for incorrect/misinterpreted information all costs for safe return of the item fall to the customer.
Lord & Butler Model Railways cannot be held responsible for returns costs where we are not at fault; please do not “try before you buy”. This does not affect statutory rights in the United Kingdom. 

If the item/s are not as expected these cases must be reported to, in writing within a 7-day period from the delivery date.

All unwanted items will be subject to a 25% “re-stocking fee”.  Unfortunately, we are unable to resell unwanted items as new product.

How to Return Unwanted Items

Please enclose written information with your unwanted product, clearly stating which item you are returning and the action you would like us to take.

If you request an exchange (for faulty items) please indicate the contact name given with the original purchase.

If you request an exchange (for unwanted items), clearly state which product you require or alternatively, if you are choosing a different item, please advise the product code and optional extras (if relevant) that are required.


If you request and it is deemed applicable, under all circumstances then the amount paid will be refunded via the same payment method.

Please allow 5 working days for a refund where we are unable to supply the correct goods or an item has become “Out of Stock” and up to 10 working days after the safe return of unwanted items to our premises.