Our primary focus is “Complete Customer Satisfaction”. The items sold by “BN Model Trains” are thoroughly tested before shipping to ensure our customers do not receive defective products.
Please note that Rolling Stock (such as Locomotives, Coaches, Wagons, and Tracks) and other products sold by us are imported. Our liability is strictly limited to shipping damage. We are not liable for items or parts broken due to improper handling, operation, or misuse.
We adhere to strict quality control standards. Almost all of our products are sourced from reputed brands and undergo comprehensive testing prior to dispatch.
Item Classification (Non-Brand New Items)
Products labeled as “Open Box” fall into one of the following categories:
- Brand New / Un-used (Without Box): Items ordered in bulk that do not include original individual packaging. These items are 100% brand new and in full working order.
- Pre-owned: Second-hand items showing minor usage marks or packaging wear. All pre-owned items are fully tested prior to dispatch.
- Like New: Unused items with their original box and packaging, though the box may display slight wear and tear. Products are guaranteed in good working condition.
Cancellation Policy
Orders once placed generally cannot be canceled. For exceptional circumstances, please reach out directly via email at info@bnmodeltrains.com. Phone requests for order cancellation will not be accepted.
Cancellation Conditions & Refunds
- Same-day cancellation (Before shipping): Refunds are provided for unshipped orders. Transaction/bank handling charges (typically 2%) will be deducted from the total amount.
- Same-day cancellation (After shipping): Handling, shipping charges, and bank fees (~2%) will be deducted from the total order amount.
- Refunds are processed only after the returned package is received and inspected by our team or the courier partner.
Refund Processing
Refunds are evaluated and issued strictly on a case-by-case basis. Customers must provide bank account details to facilitate the bank transfer. Once processed, funds will reflect in your account within 5 to 7 working days.
BN Model Trains reserves the right to refuse returns on items that have been custom-built or produced explicitly for a customer.
How to Handle Issues
Received the wrong item?
Contact us at info@bnmodeltrains.com within 3 days of delivery for a quick resolution.
Received a damaged item?
Email your order ID and a photo/video of the damaged product to info@bnmodeltrains.com within 3 days of delivery.
Cancel before dispatch?
You may request an order cancellation within 48 hours of placing your order.
Cancel after dispatch?
Refuse acceptance of the parcel upon delivery. Once the unopened package returns to us, a refund will be issued. Shipping costs for international orders are non-refundable. For Indian customers, a flat Rs. 500 fee will be deducted.
Package marked delivered but not received?
Notify us via email at info@bnmodeltrains.com within 72 hours (3 days) of the marked delivery date.
Non-Returnable & Non-Refundable Items
We strictly do NOT accept returns or refunds for the following items:
- Items listed under "Seconds and Rejects"
- Discounted or clearance items
- Special orders and one-of-a-kind custom orders