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Returns and Complaints

Rücksendeformular

> Returning goods

Received goods can be returned within two weeks. Please submit a brief written explanation along with the return, so that it can be processed more quickly (name, address, customer number, invoice number, reason for return). You are also welcome to use our return form.

Payments already made will of course be refunded or your customer account will be credited (see refund).

Customers must bear the cost of returning the goods if the delivered goods are as ordered and if the cost of the return does not exceed €40. In all other cases, the return is free for the customer. Please contact us if this is the case. You will then receive a parcel label so that the return is free and insured for you.

When returning goods from abroad, we are also able to provide a return label for the following countries.

In the case of a return delivery from countries other than those included in the table above, you must first pay for the shipping costs yourself. If you then subsequently send us the receipt by email or per post, you will of course be refunded the amount or it will be credited to your customer account.

Please refrain from sending us parcels, for which the delivery has not been prepaid. These will not be delivered to us and you will thereby incur unnecessarily high costs.


> Complaints

For all articles the statutory warranty period of 2 years applies. If you would like to make a complaint about a product due to a defect, please contact our Customer Service:

Service Hotline:
+49 35971-809350 or +49 35971-80509 from Mon. -  Fri. 7:00 AM - 6:00 PM and Sat. 12:00 PM - 4:00 PM
WhatsApp: +49 35971-809350
Email: info@modellbahnshop-sebnitz.de

Our Customer Service will provide you with a return form and a shipping label. Please place the return form in the package and attach the shipping label to the package.

In addition, you also have the option of submitting your complaint to our shop (Lange Straße 62, 01855 Sebnitz, GERMANY).


> Refund

How do I get my money back and what happens to my remaining balance in the case of an exchange?

The amount can either be paid to you or it can be credited to your account, which can then be used for your next order.
Please note on the return form which option you would like to choose.

Note! For payments, the amount can only be paid using the payment method that was used for the original payment.
Thank you for your understanding.