Terms & Conditions

Making a Purchase

Making a purchase could not be easier. Just browse our website, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the order.

A Contract is only formed when an order for an item is accepted by Model Scenery Supplies, and not when, you, the customer places an order, which is making an offer.

Payment Options

We accept credit/debit card payments through Worldpay which allows us to accept Visa and Mastercard as well as a number of other bank payment cards.

PayPal payments are also accepted.

Only select 'Pick up from store' if you intend to do this within a few days. If this option is selected for an order which needs posting we will invoice you for the postage costs plus £1.00 administration and banking fees which will need to be paid before we dispatch your order.

Credit Card Security

As payment is handled by Worldpay, a recognised, established third-party payment gateway, your card details are taken by those organisations. We do not store any card details for future use. Details of their security measures - PCI-DSS compliance - can be found on their website. When filling in the address on the payment form please make sure that you input the same details as your postal address. If you have any problem with paying via the online payment gateway please contact us before trying again.

Out of stock / Back Orders / Pre-Order

If your item is not in stock it will be placed on backorder or we may send an equivalent substitute. We will contact you by email to inform you of expected delivery date and to give you the option of waiting or cancelling your order. If we know an item will remain out of stock for some time we will give you a refund immediately.

Loyalty scheme Delivery and Postal Address

Our Loyalty Scheme came to an end on 28 February 2023.

Delivery and Postal Address

Products are delivered to the address specified by the customer at the time of Checkout. We use the Royal Mail. You can view full details of our Delivery Policy here.

Undelivered orders, If for any reason your order could not be delivered and is returned to us. We will give you a refund on the products only, outgoing postage will not be refunded.

We only post to addresses in the UK including isle of Wight, Isle of man, and all Scottish Isles. Orders placed outside this area, including Guernsey, Jersey, Northern Ireland where customs declarations are needed will have the order cancelled and charged a cancellation fee and any Paypal fees which will all be deducted from the refund.

Returns Policy

If you order an item and it isn't what you expected then we'll happily take most products back (within 7 days from date of receipt) as long as it is in unused, as new condition and in its original packaging. Full details of our Returns Policy can be viewed here.

VAT

We are VAT registered so in accordance to UK tax law VAT is included in the prices shown and charged on all UK orders. We only sell to and ship to addresses within UK standard VAT areas. Orders placed outside this area and may be charged a cancellation fee and any Paypal fees which will all be deducted from the refund.

Cancellation, Returns & Refunds

If for any reason you are not completely happy with any item(s) purchased, please notify us immediately by email and then return your purchase within seven working days of delivery, unused/unopened and in its original packaging including internal protective packaging together with the reason for return. You do not have to wait for us to reply to you before sending it back. When we receive the returned item(s), if they are as new condition and can be resold, we will refund for the cost of goods. To return a faulty item we will supply a Free returns label.

If your original order received free postage and the returned item(s) lowers your original order below the free postage threshold, or you return the complete order, your refund will be less the cost of our standard postage rate.

Refunds for products which were paid for with Paypal and are not faulty, your refund will be less the paypal fee we paid for the transaction. This is in line with PayPals refund policy.

Orders placed outside this area mainland UK, including Guernsey, Jersey, or where customs declarations are needed will have the order cancelled and may be charged a cancellation fee and any Paypal fees which will all be deducted from the refund.

For special ordered items, unfortunately, we are unable to take the products back. If you have any queries then please call us to ask for further details.

All refunds will be issued within a few working days of an order being received back to us.

(Branch squashing on wire trees and HO models being sent as OO models are not classed as faulty or incorrect)

Orders Not Arrived or Items Missing.

Most of our postage is tracked and all are scanned by the post-person on delivery at the doorstep as proof the item has been delivered.

We only consider an item lost if it has not been scanned when delivered.

If left in a safe-place requested by customer, we cannot be held responsible is the parcel goes missing.

There is no compensation with standard 2nd class post if Royal Mail shows proof of delivery. Use a tracked service for compensation.

We advise allowing 10 working days before contacting us.

At high demand periods; Christmas, public holidays, during pandemics, or strikes, or bad weather the high demand put on the Royal Mail some deliveries will take 15 to 20 working days to arrive. We shall not be held responsible for delayed delivery times, and will investigate suspected lost shipments ONLY after 28 days from the anticipated delivery date during this times.

Orders where an incorrect delivery address or postcode has been given by the customer and have not arrived, are not covered by any compensation or refund.

Any refunds on undelivered orders returned to us, we will give you a refund on the products only, less a £1.00 admin fee and less Royals Mails return to sender charge of £3.50.

All orders are checked twice before shipping so are very unlikely to be incorrect or short, however, mistakes can still happen. If you suspect your order is short and an item is missing, contact us by replying to the dispatch email notification immediately. All claims must be made within two days of receipt of order. If you would like your order resent there will be additional postage costs.

Undelivered items

If for any reason your order could not be delivered and is returned to us. We will give you a refund on the products only, less a £1.00 admin fee and less Royals Mails return to sender charge of £3.50, outgoing postage will not be refunded.

Website Product Images and Specifications.

Photos and images used on this website are to give an overall representation of the item for sale. Due to lighting and conditions of photography, some colours of scatter and plants may not be completely true to the original colour of the item. Some kits may vary in the finished colour or are painted different to the image or photo. All product specifications are correct at the time of listing. We will correct and update product details when we are aware of any changes. All specifications and images including, colour, size, and weight of products is an approximate guide or average.

Please also take into consideration settings and brightness of a computer screen or monitor used to view products can exaggerate colour depth and brightness.

Our Promise

We will always do our best to help in whatever way we can. The focus of this business is you, our customer. Please feel free to contact us if you believe you have not received the best service possible.

Paul Smith
Deborah Smith
Proprietors/Partners
Model Scenery Supplies

Governing Law and Jurisdiction

These terms and conditions are governed and shall be interpreted in accordance with English Law. In the event of any dispute resulting in legal action, such dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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