Refund policy

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Returns
We want you to be satisfied with your purchase. If you are not completely happy with your order, please contact us within 14 days of receiving your item to discuss your concerns.

To be eligible for a return, items must be:

  • Unused and in their original condition
  • Returned in the original packaging (where possible)

Please note that we do not accept returns for items that have been used, damaged, or altered after delivery.

Reporting an Issue
If there is an issue with your order (for example, if an item is damaged, faulty, or incorrect), please contact us as soon as possible at:
ecommerce@merseyrail.org

When getting in touch, please include:

  • Your order number
  • A description of the issue
  • Photos (where applicable)

We will review each case individually and advise on the appropriate resolution.

Refunds
Where a return is approved, refunds will be processed back to the original payment method. Please note that:

  • Original shipping costs are non-refundable unless the item is faulty or incorrect
  • Refunds may take several working days to appear, depending on your payment provider

Exchanges / Replacements
In some cases, where items are faulty or incorrect, we may offer a replacement or alternative resolution. This will be assessed on a case-by-case basis.

Return Shipping
Customers are responsible for return shipping costs unless the item is confirmed as faulty or incorrect.