Refund policy

Cancellation and returns

We hope that you will be pleased with your purchases from Northumbrian Tin Soldier, however there may be occasions when you may need to return items to us.

We comply with (Distance Selling) Regulations 2000 and take Consumer Protection very seriously.

You can cancel your contract at any time up to 14 days from delivery.
You do not have to give any reason for cancellation.
However, a brief explanation will help us to improve the service we offer to customers in the future.

To do this, please e-mail us or write to us.
Our email address is: sales@northumbriantinsoldier.com

Our retail address is:
Northumbrian Tin Soldier
13 Albion House
North Shields
Tyne and Wear
NE29 0DW

If you cancel the order because you have changed your mind then you are required to:

Take reasonable care of the goods whilst in your possession.
Do not remove any seals or shrink-wrap.
Return the goods unused, at your own expense within 14 days of receipt, ensuring that they are adequately packed and insured against loss or damage.
We recommend that you use a recorded delivery service so that you can verify the successful delivery of your return.
Clearly show the original order number on the returned package.

Refunds will be made to the same payment method used to pay when the order was placed.

If you fail to return the goods no refunds will be processed.
If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value before any refunds are issued, up to the full value of the item(s)

This cancellation policy does not affect your legal rights.

Faulty or Incorrect Goods

All items are checked prior to being shipped and are carefully wrapped.

The buyer should inspect the goods immediately upon receipt.

If the goods are faulty, missing parts, sent in error or have been mis-represented on our website then you will be entitled to a replacement or full refund (including delivery costs) plus any return postal charges.

Note however that this policy does not cover faults caused by accident, neglect or misuse on the part of the buyer.

Please contact Northumbrian Tin Soldier before returning faulty or not-as-described goods.

Damaged during shipping

Where items have been damaged during shipping please retain all packaging as this may need to be inspected by the carrier.

Claims for shipping damage must be made within 1 working day of receipt. We will open an investigation with the carrier on your behalf.

Please note that the carrier requires 30 days to make a decision on the claim.

Lost

Claims for loss cannot be made until 10 or more working days for parcels sent via Royal Mail , 1 or more working days for Commercial courier (DPD, UPS etc) have passed since the item was due to be delivered.

Please contact Northumbrian Tin Soldier if you have not received your goods after this time. We will contact the carrier on your behalf to open an investigation.

Please be aware Northumbrian Tin Soldier will not be held liable for any parcels that are lost, stolen or non delivered as a result of any specific delivery instructions or 'Safe Place' request left for the Delivery Partner.