Our Return & Refund Policy

Welcome to the family! Because our 3D-printed trains and accessories are custom-made and finished by hand, we want to make sure you love your new addition to your layout. Please read our policy below regarding returns, exchanges, and damages.

1. 30-Day Return Window

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

  • Eligibility: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.

  • Exclusions: Custom orders, personalized paint jobs, or clearance items cannot be returned unless they arrive damaged.

2. The Nature of 3D Printing (Please Note)

A Quick Note on 3D Prints: Because our items are 3D-printed in-house, you may notice small layer lines or minor surface imperfections. This is a normal part of the manufacturing process and makes every piece unique! These variations are not considered manufacturing defects.

3. Damages and Issues (The “Oops” Factor)

Model trains can be fragile, and shipping can occasionally be rough. Please inspect your order upon receipt.

  • If an item arrives broken, defective, or if you receive the wrong item, please contact us immediately at sales@ev-north.co.uk.

  • Include your order number and a photo of the damage.

  • We will happily send out a replacement part or a brand-new item completely on us, or issue a full refund.

4. How to Start a Return

If you just changed your mind and wish to return an item:

  1. Contact us at sales@ev-north.co.uk with your order number.

  2. If your return is accepted, we will send you instructions on where to send your package.

  3. Please note: Unless the item arrived damaged, customers are responsible for return shipping costs. We highly recommend using a trackable shipping service, as we can’t refund items that get lost in the mail.

5. Refunds

Once we receive and inspect your returned item, we will drop you an email to let you know it arrived safely. If approved, your refund will be automatically processed back to your original payment method within 5–7 business days.

Questions?

We are a small family business and we pride ourselves on making our customers happy. If you have any issues at all, please just reach out to us at sales@ev-north.co.uk. We’re always happy to chat and make things right!