Surrey Models makes sure that our customers are satisfied when they purchase an item from us. If for some reason you’re not happy with the product, please contact us immediately and we’ll assist you in returning it within 7 days of receipt.   Kindly ensure that the item is in the same condition it was delivered, complete with the original packaging.   DISTANCE SELLING REGULATIONS   Under the UK’s Distance Selling Regulations, buyers have the right to cancel the contract for the purchase of any item within 7 days of delivery. To cancel the contract, be sure to return the item to us unused, unopened and in its original condition within 14 days of receipt, so that we’ll mark the return as “contract cancellation”.   The return and refund process will take within 30 days. If the goods aren’t returned to us, the refund will not be processed.   Moreover, if the returned item isn’t in its original condition, meaning you opened and used it, we reserve the right to charge you a restocking fee or arrange to send the item back to you at your own cost.   HOW TO RETURN AN ITEM?   Here are five easy steps to follow:   Sign in to My Account. Click on “Completed Orders”. Press on the “Return Item(s)” button related to the specific order you want to return. Specify the “Order Items” and “Quantity to Return”. Then indicate “Return Reason”, “Return Action” and put important details why you want to return the product, as well as your contact number. This will help us speed up the process. Click on “Submit Return Request”. Once we receive the return request, we’ll send you the return authorisation number (RMA – Return Merchandise Authorisation) and please display it clearly on the packaging when returning the product.   Send all returns to the address indicated in the return authorisation number or RMA, within 14 days of receipt. Any returns we received without the return authorisation number and not to the indicated address may be disposed of after 7 days if still not claimed.   Here are the following specific returns conditions:   UNWANTED GOODS   If you want to return unwanted goods, please sign in to your account to contact us right away. Be sure to return the unwanted item (in the same condition it was delivered) within 14 days of receipt, we will refund you the money which will take up to 30 days for processing. Postage costs are non-refundable.   If we found the returned item not in the same condition it was delivered or with missing parts, we will contact the buyer and offer the following options:   Refund the cost of the product minus a restocking fee of 25%, or Return the goods to the buyer at his or her own cost. Specific guidelines to returning unwanted goods:   Must be returned to us within 14 days of receipt (please refer to Distance Selling Regulations section). Must still be in its original packaging. Must not have been used or fitted. Returned goods must be accompanied with the receipt copy. Don’t tape up or attach anything directly to the retail packaging. Wrap the goods first. You must send us via email the proof of the despatch together with the tracking code. We will not refund the postage fees under these circumstances. We reserve the right to deduct handling charges for goods returned to us in an unsatisfactory condition. FAULTY OR DAMAGED GOODS ON ARRIVAL   If the item is faulty, please return it to us for testing and, if appropriate, we’ll send you a replacement. Be sure to contact us first via My Account section. Provide useful details about the fault of the item together with your contact number when sending the message.   If you receive a damaged product, be sure to sign it as “damage” and contact us via My Account right away. Don’t return the item without contacting us first within 3 days upon receiving the parcel; otherwise our courier’s insurance claim will be invalidated.   Kindly ensure that the return goods reach us safely. We recommend sending items back to us via Royal Mail Confirmed Parcels (Royal Mail Signed for 1st or 2nd Class) or Recorded Delivery for their reliable and insured postal methods, and because we need to get a tracking code.   Specific guidelines for returning goods:   Must be returned to us within 7 days of receipt (please refer to Distance Selling Regulations section). Must still be in its original packaging. Must not be used or fitted. Must be accompanied with the receipt copy. You must send us via email the proof of the despatch together with the tracking code. Don’t tape up or attach anything directly to the retail packaging. Wrap the goods first. We reserve the right to deduct handling charges for goods returned to us in an unsatisfactory condition. Once we receive the goods and, after some testing, found it to be faulty, we’ll send you the refund of the basic cost of posting the item back to us, and issue a replacement, if appropriate.   WARRANTY RETURNS   RC products purchased from Surrey Models are covered by a manufacturer’s warranty.   The covered period of warranty may vary from one product to another. It generally covers manufacturing defects and faults, but doesn’t cover damage(s) that are caused by abuse, crashing, general wear and tear, water ingress, etc.   If the product fails within the warranty period, contact us through My Account before sending the product back, and specify in the message that it’s a Warranty Return, as well as helpful details about the fault description. Only genuine manufacturing faults or defects will be accepted. Items that are returned due to customer abuse will not be accepted.   Be sure to return the product back to us safely via a secure delivery services. We’ll do a test once we receive the goods. If found faulty, we’ll send it to the manufacturer for repair, which will take up to 30 days to process, or we’ll send you a product replacement with the same or higher specifications.   Returned items will only be credited when they can’t be repaired or replaced by a similar product.   Some products come with a direct manufacturer’s warranty, which requires the consumers to contact them directly. We’ll provide necessary assistance on your warranty claims.   When returning the goods, you need to follow the following instructions:   Goods must be returned clean and not covered in dirt. If the product comes with a manufacturer’s warranty card, you must return it together with the package to complete the warranty claim. Returned goods must be accompanied with the receipt copy and note describing the reason(s) for returning the product. You must send us via email the proof of the despatch together with the tracking code. Complete honesty is very important when dealing with this matter. We’ll do our best to resolve the problem as promptly as possible to better serve our customers.   INCORRECT GOODS RECEIVED   In case you receive the wrong item, please contact us via My Account or email immediately. Give us important details about the product, and please don’t open the packaging. This action must be taken within 3 days of receipt.   REFUSED DELIVERY, GOODS NOT COLLECTED, OR GOODS NOT CALLED FOR   If the recipient refuses the delivery, and the item is returned to us safely, we’ll refund the order minus any direct costs for the return. For United Kingdom courier deliveries, there’s a £15 surcharge to return a parcel back to us.   POSTAGE COSTS   To return unwanted goods or any warranty returns, the postage costs are non-refundable. When you buy a product from our online shop, and want to exchange it, you’d need to pay for the returning costs.   We hope that you find our Returns Policy helpful. For any question or other concerns, please don’t hesitate to get in touch with us. Thank you for your time.