The Consumer Protection (Distance Selling) Regulations 2000 covers the majority of contracts that are agreed at a distance; either by telephone, by fax or over the Internet. Nothing in our company policy should be read as negating those consumer rights. In the event of a conflict, the applicable legislation applies.
Charges for packing and delivery are NOT included in the product prices. Our standard charges for the MAINLAND UK are:
Delivery to Scottish Highlands (including AB and IV postcodes), offshore islands, Northern Ireland, the Channel Islands, IoM, >>Europe<<, the Americas or elsewhere is more, most times a LOT more. As an example, TNT courier charges for a one kilo box to most European destinations is £60 - no matter if it is for a single pack of motors or up to a kilo total weight.
We charge only for the cost of the postage and the box or boxes for international or non-standard UK delivery. We will hold your order until we are sure you agree to the additional charges. Payment can be made via PayPal to modelrockets at btinternet.com or via credit card by phone.
As near as possible, we ship within 72 hours of receipt of order. Sometimes it may take longer depending on staff availability, stock levels, order volume, weather and other situations that are beyond our control.
We update customers by email of the status changes of their order. In no circumstance can we guarantee delivery on a certain date or by a certain time as there are many factors beyond our control. We do guarantee our best efforts if we know of a deadline.
Please log into your account for order status information. If you merely send us an "Enquiry" via our contact box on the site your message will be dealt with as a lower priority than if you respond to an Order Process or Order Update email.
We will do our best if you let us know about a deadline but as many factors are out of our direct control, we cannot give you a guarantee.
All orders will be shipped within 21 days or refunded on request if that is not possible.
Risk in the goods passes to the purchaser upon dispatch. Our shipments are insured by the standard post office and courier liability clauses. If you wish additional coverage for a high value order, please contact us.
As mentioned above, it is extremely expensive to send motors abroad. They must travel on cargo-only ships and aircraft. We use FedEx or TNT Express for this purpose and they provide extremely efficient service at a price. It is not economical to send a few packs of rocket motors via FedEx or TNT Express. If you are ordering for a school or club then it might be practical.
We are NOT experts on import laws for any other country in the world. We make enquiries if we have concerns but sometimes even government departments mis-advise callers. If we ship goods out of the UK in good faith but the consignment runs into trouble with import restrictions or taxes at the destination, these are solely the responsibility of our customers.
We do our best to ship only the best rocket products available. Sometimes our supplier's quality control, the postal service or couriers let us down. If the goods are faulty or damaged, please contact Model Rocket Shop within 7 days of delivery. If the goods are delivered in damaged boxes, you MUST note this on your delivery slip or we can't help you as the courier will deny all liability. You will receive replacement or a full refund if you have done your part to help us document the problem.
Model Rocket Shop expects reimbursement of the costs of packing and delivery where the goods were tendered for delivery by our courier but returned for lack of response at the delivery address. Goods will be repacked and resent upon payment of the required re-shipping fee.
If you cancel your order after receipt, you will be responsible for safe and legal return of the goods before a refund will be issued. Be aware that returning an order that contains motors by courier is very expensive. Because of the legal issues regarding shipment of dangerous goods, we will arrange this for you. This forward collection charge by the courier will be deducted from your refund, in most cases it will exceed the cost of sending the motors to you in the first place!
Goods must be returned in re-saleable condition. This means all parts in new condition included and, if it is in a box, it must be presentable as new to the next customer.
Once packed and set for dispatch, if you cancel your order, our handling/restocking charge is 20 per cent on most items. 50 per cent restocking fee is levied for special order items.