RETURNS AND REFUNDS POLICY

At DigiModelTrains, we carefully inspect our products before shipping them to ensure they arrive in the best possible condition.

1. Defective or Damaged Products

If you receive a defective product, a product damaged during shipping, or a product different from the one you ordered, please contact us as soon as possible so that we can review the issue.

To process your claim correctly, you will need to provide:

– Clear photographs of the product received.
– Detailed photographs of the defect or damage.
– In the case of damage caused during shipping, photographs of the product, the outer packaging, and the inner packaging.

Photographs of the packaging are especially important when the product arrives broken or damaged, as they allow us to determine whether the damage may have occurred during shipping.

Once we receive the information, we will review the issue and let you know how to proceed. Depending on the case, the solution may consist of a replacement, repair, or refund of the corresponding amount.

Important: Please keep the product and all of its original packaging until the issue has been resolved.

2. Damage During Shipping

If the package shows visible damage at the time of delivery, we recommend reporting it to the shipping company, whenever possible.

If the damage is not visible until the package is opened, you must notify us and provide photographs of both the product and the packaging used.

This documentation will help us manage the issue with the shipping company.

3. Customized or Made-to-Order Products

Some DigiModelTrains products may be manufactured or adapted specifically for a particular model or according to the customer’s requirements.

When a product has been made specifically according to the customer’s instructions or specifications, the right of withdrawal may be excluded in the cases provided for by applicable law.

4. Right of Withdrawal

For purchases made by consumers at a distance, the right of withdrawal shall apply in accordance with applicable legislation and the legally established exceptions.

Where the right of withdrawal applies, the customer shall have the legally established period to notify us of their decision to withdraw from the purchase.

The product must be returned in appropriate condition, bearing in mind that the consumer may be liable for any decrease in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning.

5. Return Shipping Costs

When a return is due to a defective, damaged, or incorrect product, DigiModelTrains will cover the applicable return shipping costs.

In cases where the customer validly exercises their right of withdrawal, the direct costs of returning the product shall be borne by the customer, unless applicable legislation provides otherwise.

6. Refunds

Once the return has been reviewed and the issue has been confirmed, we will process the corresponding refund using, whenever possible, the same payment method used to make the purchase.

The refund will be issued within the time limits established by applicable legislation.

7. How to Contact Us

To report an issue or request a return, please use the contact form available on our contact page.

Please provide your order number and briefly explain the reason for your request. In the case of a defective or damaged product, please attach the necessary photographs so that we can assess the issue.

Once we receive your request, we will review the case and let you know the next steps.