Overview
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return,
- your item must be unused and in the same condition that you received it
- It must also be in the original packaging
- a receipt or proof of purchase
- You must have a Return Authority from Greg’s Trains (Contact us prior to returning the item, a Return Authority will then be emailed to you)
- The item must be returned with 14 days of delivery
Additional non-returnable items:
- Gift cards
- Downloadable software products
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
Exclusions:
- Damage to items in transit. (All items are posted via Australia Post, items are uninsured unless insurance is provided by the purchaser. Greg’s Trains is not responsible for damage in transit.)
- Damage caused by careless operation, or by operation outside of the manufacturer’s recommendations. (eg. operation of a steam locomotive fitted with smoke generator, without oil in the smoke unit. It is recommended extra care be given to such items; expecially Broadway Limited steam locomotives. If unsure turn the smoke unit off.)
- Physical damage caused by operator handling.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. The reference number will be your original order number.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: Greg’s Trains, 621 Oxley Ave, Scarborough 4020, Qld, Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at sales@gregstrains.com for questions related to refunds and returns.
