Returns, Refunds and Exchanges Policy
Effective 1 January 2026
We hope that you are completely satisfied with your purchase. In the event of a return, please login to your account and nagivate to your order history page to request a return. We will issue a RA number for the return. No returns will be accepted without an RA number. The customer is responsible for return shipping costs as well as items lost or damaged in transit, so we recommend you use a trackable shipping method with appropriate insured value.
You have 30 days from the original date of purchase to request a return or exchange. Return requests on orders more than 30 days after the original date of purchase are not eligible for our Returns, Refunds and Exchanges Policy. Approved return requests must be received at Trainvana within 21 days of the return authorization. Returns received more than 21 days after the return authorization was granted are no longer eligible for return.
Return Shipping and Restocking Fees
- Orderering Mistakes (wrong scale, color, size, duplicate order, etc): Customer is responsible for return shipping costs. 20% restocking fee applies. Customer may opt for Store Credit, in which case a 15% restocking fee applies. Initial shipping is non-refundable. If wanting to exchange for a different item, choose Store Credit and place a new order for the item you want after the Store Credit is issued.
- Defective Item (if manufacturer does not require they handle any replacement or warranty service issues directly): Trainvana will provide a pre-paid return shipping label. No restocking fee applies. Initial shipping is refundable. The defective item will be inspected upon return. Customer may opt to replace the item, if a replacement is available. For replacements, no refund would apply and Trainvana will ship the replacement item to the customer once the defective item is returned. Any items found to be falsely claimed defective will have a 20% restocking fee applied, return shipping deducted from the refund and initial shipping would be non-refundable. We hold ourselves to a high ethical standard and are very open and honest with our customers. We expect the same in return.
Brands and Products Requiring Manufacturer Handling
Manufacturer warranties apply to all new merchandise and are primary, as many manufacturers require they directly handle any issues requiring replacement or warranty service. The following are not covered by Trainvana's in-house Returns, Refunds and Exchanges Policy and must be handled directly with the manufacturer for replacement/warranty service:
- American Z Line
- MTH
- Digitrax
- Kato
- Wheels of Time
- Twin Whistle
- ERC
- All DC/Sound/DCC Decoders & Accessories
Trainvana will assist you with starting the manufacturer's warranty process should you need assistance.
Non-Returnable Items
All sales are final for: Gift Cards, DVDs, VHS, CDs, Books, Electronics, Magazines, Digital/Downloadable Content, Special Orders and Used Items.
Used items are sold As-Is and clearly identified as used on the item page. It is the buyers responsibility to read the item description and specifications, view all provided photos and contact us with any questions prior to purchasing. These products are not returnable.
Third-Party Shipment & Modification Policy
Trainvana's Returns, Refunds and Exchanges Policy is voided for any shipment that is sent to a third-party including but not limited to freight forwarders, mail box rental companies (such as The UPS Store, The Mailbox Store, Postal Annex and others), other hobby shops, third-party modification/customization/enhancement services (including but not limited to decoder installation, weathering, painting or mechanical alterations), prior to being received by the customer.
Trainvana is not responsible for the functionality, cosmetic condition, or overall integrity of any product once it has been delivered to a third-party. By choosing to ship products to a third party, the customer assumes full responsibility for any issues that may arise thereafter. We strongly recommend that customers inspect and test all products prior to sending them to a third-party for modification, customization or enhancement.
Technical Support
Have a technical question?
Many issues can be easily resolved through simple troubleshooting. Please contact our Customer Service Team at customerservice@trainvana.com and we'll be happy to assist you with basic troubleshooting, or provide contact information for the Manufacturer's Service Team for more advanced troubleshooting.
Shipping
When you place an order, we will estimate shipping costs and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, order weights will be rounded up to the next full pound and box dimensions will be rounded up to the next full inch.
Large items such as train sets, long sections of track, case pack quantities, etc may not be eligible for combined shipping rates as they ship in their own container.