Returns & Exchanges Policy

At Lione Train Model Shop, we take pride in delivering high-quality model railroad products to enthusiasts worldwide. We want you to be completely satisfied with your purchase of our Couplers & Wheelsets, European Model Trains, Locomotives, and other specialty items. If you’re not happy with your order, we’re here to help.

Our Return Policy

You may return most items within 15 days of delivery for a refund or exchange. To be eligible for a return:

  • Item must be in original, unused condition with all packaging and tags
  • Original proof of purchase must be provided
  • Item must not be part of our non-returnable exceptions (see below)

Non-Returnable Items

For quality and safety reasons, we cannot accept returns on:

  • Pre-Order items (marked as “Pre-Order” or “Pre-Orders” in our menu)
  • Decals (due to their adhesive nature)
  • Holiday Themed seasonal items purchased within 7 days of the holiday
  • Any opened or used Model Railroading Tools

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact us within 15 days of delivery at [email protected] with your order number and reason for return
  2. We’ll email you a Return Merchandise Authorization (RMA) number and instructions
  3. Package your item securely in the original packaging
  4. Ship your return to our Jersey City facility (address below) using a trackable method
  5. Once received and inspected, we’ll process your refund or ship your exchange

Return Shipping Address

Lione Train Model Shop
Attn: Returns – [Your RMA #]
3758 Central Avenue
Jersey City, US 07304

Return Email Template

Use this template when requesting a return:

Subject: Return Request – Order #[Your Order Number] Dear Lione Train Model Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]) purchased on [Purchase Date]. Item(s) to return: – [Product Name] (Quantity: X) – [Product Name] (Quantity: X) Reason for return: [Please specify – wrong item, defective, changed mind, etc.] Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Number] [Your Shipping Address]

Refund Processing

Once we receive your return:

  • Refunds are processed within 3-5 business days of receiving your return
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error
  • For exchanges, we’ll ship your new item once the return is processed (standard shipping rates apply)

Note: International returns may take additional time for customs clearance. We recommend using a trackable shipping method and declaring the contents as “Returned Goods” with your RMA number clearly visible.

Damaged or Defective Items

If your European Model Train, Locomotive, or other item arrives damaged or defective:

  1. Contact us within 48 hours of delivery with photos of the damage
  2. We’ll arrange for a replacement or refund at no additional cost to you
  3. In some cases, we may request return of the damaged item

Questions?

Our team of model railroading enthusiasts is happy to help with any return questions. Contact us at [email protected] and we’ll get you back on track!

All aboard for satisfaction guaranteed!