Last updated: 1 September 2026
We understand that sometimes purchases may not meet your expectations. This policy explains how to return items, request exchanges, or claim guarantees.
Scope: This policy applies to all purchases made at our stores, online via our websites, and at events.
1. General Return Conditions
- Returns are accepted within 14 calendar days of purchase for items that are:
- Unopened
- In their original packaging
- Resalable condition
- To process a return, the original receipt or a retrievable copy of the receipt is required. You can request a copy if you know the purchase date and time.
- Items that are opened, used, customised, vintage, or personalised (e.g., MOC builds, technical builds, landscapes) are not eligible for return.
- Gift vouchers cannot be redeemed for cash.
2. Exchanges
- If you wish to exchange an item:
- For a more expensive item, you must pay the difference.
- For a less expensive item, you may receive up to €50 in cash; any balance exceeding €50 will be provided as a voucher.
- All exchanges require presentation of the receipt or its copy.
3. Refunds
- If you do not wish to exchange an item, refunds are processed as store vouchers equivalent to the original purchase amount.
- Refunds are not paid in cash for in-store or online returns unless otherwise stated.
- Online refunds will be credited via the original payment method once the returned item is received and inspected.
4. Online Returns
- Before returning an online order, you must contact customer service at contact@jbftoysandtrains.com to receive instructions.
- Do not ship items before receiving confirmation from our team.
- Items must be well-packaged and shipped via a tracked service, as the Customer is responsible until the item reaches us.
- If the return is due to a change of mind or incorrect purchase, shipping costs remain the Customer’s responsibility. Any discounts, including free shipping, may be deducted from the refund.
- Returns from outside the EU (e.g., UK, Switzerland) may incur VAT or import duties, which are the Customer’s responsibility.
5. Special Items
- Vintage products: Not eligible for return.
- Customised or personalised items (MOC builds, technical builds, landscapes, etc.): Not eligible for return.
- Software and sealed hardware items: Only exchangeable if still sealed. Opened or unsealed items cannot be returned.
6. Guaranteed Items
- New items: 2-year legal guarantee from the date of purchase.
- Vintage items: 1-year legal guarantee from the date of purchase.
- Guarantee covers manufacturing defects or non-conformity under Luxembourg Civil Code provisions.
- To use the guarantee, contact us via phone (+352 26 48 08 20) or email (contact@jbftoysandtrains.com).
- Do not send guaranteed items without prior approval, as unapproved returns may be refused.
7. Processing Time
- Once received, returned items are inspected and processed within 14 calendar days.
- Exchange items are shipped promptly after processing.
- Refunds or vouchers will be issued after the returned product passes inspection.
8. Exceptions and Non-Returnable Items
- Items that are opened, used, damaged, or missing original packaging are not eligible for return.
- Certain promotional items or items sold with vouchers may have specific return restrictions indicated at purchase.
Key Notes for Customers
- Always retain proof of purchase for returns or guarantee claims.
- Ensure items are properly packaged to avoid damage in transit.
- Returns and exchanges are subject to these terms in alignment with Luxembourg Consumer Code, EU directives, our Privacy Policy and Cookie Policy.