WE HELP PEOPLE BUILD "STATE-OF-THE-ART" MODEL RAILROADS

WE HELP PEOPLE BUILD
"STATE-OF-THE-ART"
MODEL RAILROADS

Return Policy

CLASSONEMODELWORKS.COM, LLC RETURN POLICY

Thank you for purchasing, or considering the purchase of, classonemodelworks.com product(s). The following Return Policy applies to all classonemodelworks.com locomotives, rolling stock, and accessories. For any questions regarding the classonemodelworks.com Return Policy, contact classonemodelworks.com via contactus@classonemodelworks.com or call us at 816-243-0044.

This policy is effective as of January 27, 2021.

classonemodelworks.com, LLC strives to provide the most innovative, high-quality, satisfying model railroad products available.  We sincerely hope that every customer will be thoroughly satisfied in their interactions with our company, and most especially, will be satisfied with the quality of their purchase(s).  We want you to love what you have purchased from us!

We fully appreciate that there will be those rare instances where something may not be quite right about the product you have purchased and that you may want to return it.  We will gladly accept returns for a period of FORTY (40) DAYS from the time it is shipped.  If for any reason you are not satisfied with your purchase, we encourage you to contact us immediately at returns@classonemodelworks.com so that our team can address your situation and determine the best method of processing your return request as either a replacement, an exchange-in-kind, a full refund, a store credit, or determine if it is a warranty claim (see https://www.classonemodelworks.com/waranty-policy/).

If you purchased your product through one of our Authorized Retailers, please contact them first to determine what their returns policy may be.

*Please retain your sales receipt or sales slip(s) since you may need these for a returns claim situation.  Products purchased through classonemodelworks.com will already have your purchase information on hand, but we will need your order number to properly locate that information.

If you need to initiate a product return with Class One, we will need you to provide the following information to us at returns@classonemodelworks.com:

  • Full name (first and last)
  • Complete address with city, state, and postal code
  • Phone Number
  • Email address
  • Your Order Number
  • Item SKU number(s) for the product(s) you wish to return
  • A complete description of the reason why you would like to return the product(s) – provide pictures if necessary – this will help with determining which category your request falls into

The Class One Returns team will immediately review your request and make a determination for the category your request will fall into – replacement, exchange-in-kind, full refund, prorated refund, store credit, or warranty claim.  Once this review has been completed, our team will contact you with their determination and will advise you on the next steps for proceeding with your return.  You will then have five (5) business days to respond with how you would like to proceed with their recommendation.  If we do not hear from you within the five days, your return request will be moved out of our processing system to a dead-hold area, and you will have to reinitiate the process if you still remain within the 40 day return window.  The faster you respond, the sooner we can proceed with your remediation.

The following sections will describe the various remediation categories and how your request will be allocated for processing:

REPLACEMENT

Full replacement may be recommended in the following instances:

  • Product and packaging are damaged in shipment due to poor packing by Class One – please include photos of the package damage and any damage to the product inside of the packaging.  If we did a poor job of packing your product that directly resulted in damage during shipping, we will replace your product with an identical product (if still available).  Class One will supply a return shipping label to you so that you may ship the item(s) back to our warehouse and we will send out the replacement item(s) at no cost to you. 
  • Class One shipped the wrong SKU product(s) –  As soon as possible, upon receiving your shipment, contact us at returns@classonemodelworks.com to let us know that you received the wrong item(s).  We will provide you with a return shipping label and you will need to box up those items, affix the shipping label, and take that box to the appropriate drop-off location. We will hold the “correct” product(s) (if still available) for you and will ship them out to you once we receive the incorrect item(s) at our warehouse. All returned merchandise is required to be in original product display boxes and to be unopened, with the security label still intact.  Any evidence of products having been opened will result in examination of the contents.  If they are damaged, the product(s) will be sent back to you at your cost, and will not be replaced.  If they are opened, but appear undamaged, you will be assessed a restocking charge of 25%, and replacement item(s), if available, will be shipped to you once the restocking fee is paid.
  • Product and packaging damaged due to shipper’s poor handling – All of our packages are shipped fully insured.  Retain your tracking number and initiate a claim with the freight carrier.  Once the carrier has determined you are due a claim payment, and they remit that payment to you, you may use those funds to purchase a replacement unit with us if that SKU (or a similar SKU) are still available.  If you choose, once you have received notification of a claim reimbursement, you may contact us at returns@classonemodelworks.com and reserve a unit if it is still in stock so that we can hold it until your funds are recouped.  We would then process that reservation for payment and shipment.  If the item(s) are not available from us, you may have to find an alternate source from which to purchase the SKU or you will need to wait for the next production run. 

EXCHANGE IN KIND

Exchange for an identical product (same product series/roadname) or similar product (different roadname/same product run or another product) of equal value may be recommended in the following instances:

  • The customer ordered the wrong SKU(s) – please check and re-check your order before you submit it to be sure that you have ordered the exact item(s) that you want.  This will avoid having you stuck in this situation later.  If you ordered the wrong item, let us know which item you intended to order and we will check if it is still available for you.  If it is you will need to ship your item(s) to us at your cost.  All returned merchandise is required to be in original product display boxes and to be unopened, with the security label still intact.  If the items are unopened, we will replace your product with the product you prefer, but you will be assessed a 25% restocking charge on the returned item(s).  If they are opened, and are found to be damaged, the product(s) will be sent back to you at your cost, and will not be replaced.  If they are opened, but appear undamaged, you will be assessed a restocking charge of 35%, and replacement item(s), if available, will be shipped to you once the restocking fee and freight charges to ship the product(s) to you are paid. 
  • The customer has changed their mind about certain SKU(s) ordered – please check and re-check your order before you submit it to be sure that you have ordered the exact item(s) that you want or think that you want.  If you have changed your mind on what item(s) you really want, let us know which item(s) you would like to have exchanged for your current item(s) and we will check if it is still available for you.  If it is, you will need to ship your item(s) to us at your cost.  All returned merchandise is required to be in original product display boxes and to be unopened, with the security label still intact.  If the items are unopened, we will replace your product with the product you now prefer, but you will be assessed a 25% restocking charge on the returned item(s).  If the returned item(s) are opened, and are found to be damaged, the product(s) will be sent back to you at your cost, and will not be exchanged.  If they are opened, but appear undamaged, you will be assessed a restocking charge of 35%, and exchange item(s), if available, will be shipped to you once the restocking fee and freight charges to ship the product(s) to you are paid.
  • The customer ordered too many of one or more SKUs and would like to exchange them for other merchandise – please check and re-check your order before you submit it to be sure that you have ordered the exact quantity of the item(s) that you want.  This will avoid this situation later.  If you ordered the wrong number of items, let us know which items and their quantities you intend to exchange. Tell us what items and quantities you would like to exchange these for and we will check if they are still available for you.  If they are, you will need to ship your item(s) to us at your cost.  All returned merchandise is required to be in original product display boxes and to be unopened with the security label still intact.  If the items are unopened, we will replace your product with the product you prefer, but you will be assessed a 25% restocking charge on the returned item(s).  If they are opened, and are found to be damaged, the product(s) will be sent back to you at your cost, and will not be exchanged.  If they are opened, but appear undamaged, you will be assessed a restocking charge of 35%, and replacement item(s), if available, will be shipped to you once the restocking fee and freight charges to ship the product(s) to you are paid.

FULL REFUND

A full refund of the purchase price and any associated shipping costs will be made under the following circumstances:

  • Product and packaging are damaged in shipment due to poor packing by Class One – please include photos of the package damage and any damage to the product inside of the packaging.  If we did a poor job of packing your product that directly resulted in damage during shipping, we will fully refund the purchase price, any sales tax incurred, and any shipping charges paid if your product is no longer available.  Class One will supply a return shipping label to you so that you may ship the item(s) back to our warehouse and we will issue the refund upon receipt of the product(s) at our warehouse. 
  • Class One shipped the wrong SKU product(s) –  As soon as possible, upon receiving your shipment, contact us at returns@classonemodelworks.com to let us know that you received the wrong item(s).  We will provide you with a return shipping label and you will need to box up those items, affix the shipping label, and take that box to the appropriate drop-off location. If your product(s) are no longer available we will fully refund the purchase price, any sales tax incurred, and any shipping charges paid by you we receive the incorrect item(s) at our warehouse. All returned merchandise is required to be in original product display boxes and to be unopened, with the security label still intact.  Any evidence of products having been opened will result in examination of the contents.  If they are damaged, the product(s) will be sent back to you at your cost, and will not be replaced.  If they are opened, but appear undamaged, you will be assessed a restocking charge of 25%, and replacement item(s), if available, will be shipped to you once the restocking fee is paid.
  • The customer is not satisfied with the fit, finish, or color of their item(s) – if you are not satisfied with either the fit, finish, or color(s) of your product(s) contact us at returns@classonemodelworks.com to let us know what it is that you are not satisfied with, and the SKU and quantity of item(s) you wish to return.  If your issue deals with cosmetic or other damages, or operational issues, and you still wish to retain an item or exchange that item, please see our Warranty Policy ( https://www.classonemodelworks.com/warranty-policy/ ) and proceed accordingly.  If this is not a warranty issue, then Class One will issue you a shipping label and you will need to box up your products and take them to the appropriate shipping location for return shipment. All returned merchandise is required to be in original product display boxes and, if possible, to be unopened with the security label still intact.  If the items are unopened, we will immediately issue the refund for the returned item(s).  If they are opened, and are found to be damaged or not operational, the product(s) will be sent back to you at your cost, and will not be refunded.  If they are opened, but appear undamaged, are fully operational, and have all original packaging, you will be issued a refund.

STORE CREDIT

Store credit of the purchase price (full or prorated after restocking charges are applied) may be provided if replacement products are not available for any of the circumstances listed above.  If the customer so chooses, future store credit will be issued in lieu of refund or replacement.

WARRANTY RETURN 

If the Class One Returns team determines that your request falls under the umbrella of a warranty claim, then refer to the Class One Warranty Policy (https://www.classonemodelworks.com/warranty-policy/) on how to proceed with your claim.

HOW TO SEND YOUR PRODUCTS TO CLASS ONE

*All product returns require a Return Materials Authorization (RMA) number be affixed to the exterior packaging.  There will be NO EXCEPTIONS to this requirement.

In certain cases, the Class One Returns team will issue you a shipping label that will already have an RMA number on it.  If the label does not contain the number, or if you are in need of an RMA number (no label has been provided), Contact the Class One Returns team at returns@classonemodelworks.com or call us at (816)XXX-XXX or Toll Free (844) xxx-xxxx to obtain a Return Materials Authorization (RMA) number specific to your claim which will be used to track your Product once it has been returned to Class One.  Returns without an RMA form and number will not be accepted and will not be returned to the sender.  

  1. Ensure your Product in its original display box and contains all interior packing materials for protection from damage during shipment.  Most returns should still be in sealed display boxes.
  2. Pack your Product box into a secondary shipping box/package which will properly protect the product during shipment, being careful to use adequate void fill materials to prevent movement in shipping and any associated damage. Damage in transit is not covered under the returns policy.  Any damage when the product arrives will be photographed and communicated to you, possibly subjecting the return to restocking charges and refund proration (see language above) or requiring the need to file a claim with the carrier, if insured.  Include your RMA number attached to the display box so that it does not become lost in any packing materials.  Be sure to affix the supplied label or RMA number (if you were not provided a prepaid label) to the exterior of the shipping box, preferably as part of the shipping address.
  3. Ship via prepaid carrier that provides parcel tracking and insurance for lost/damaged parcels, as Class One is not responsible for merchandise until it arrives and is accepted at our facility.  If you have not been provided a pre-paid shipping label, the purchaser is responsible for shipping charges to ship your Product to Class One.  Address your shipment to:

classonemodelworks.com, LLC

Attn: Returns Department [RMA Number here]

6810 NW 107th Terrace

Kansas City, MO. 64153

  1. Be sure you are including your RMA number in the Attn:  Returns Department line (ex.  Attn: Returns Department RMA #abcdefg).  Delivery of items without an RMA number marked on the package will be refused.
  2. Once received by the Class One Returns Department, you will receive a verification email (if email address has been provided).
  3. Provided all return conditions have been met, your Product will be refunded, exchanged, replaced, or credited, and product(s) will be shipped to the purchaser at no additional cost, unless restocking charges have been assessed or other conditions stated above require the purchaser to pay for freight costs.

CHANGES AND UPDATES TO THIS RETURNS POLICY

classonemodelworks.com, LLC reserves the right to change, modify, add, or remove portions of this return policy at any time. Any changes will become effective immediately upon being posted unless we tell you otherwise. If Class One makes any changes to any terms or conditions of the return policy, the changes will be posted in this document, so you will always know what the latest policies are.  We encourage users to review the page regularly to be familiar with the latest updates.  Returns will be subject to the version of the policy in place at the time of ordering.

THIS POLICY IS SUBJECT TO CHANGE WITHOUT NOTICE

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