We are no longer VAT registered. The prices shown on our web site include VAT. If you require a separate VAT invoice you can request one using our contact details on the site.
The Consumer Protection (Distance Selling) Regulations as amended and updated 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.
As near as possible, we ship within 4 days of receipt of order. Sometimes it may take longer depending on staff availability, stock levels, order volume, weather, traffic and other situations that are beyond our control. Usually, the delay will less than a week.
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 IV postcodes), offshore islands, Northern Ireland, the Channel Islands, IoM, >>Europe<<, the Americas or elsewhere is more, most times a LOT more.
We charge only for the cost of the postage and packing for international or non-mainland UK delivery. We will hold your order until you pay the additional charges. Payment can be made via PayPal to modelrockets (at) btinternet.com. We will send a PayPal request for the additional payment.
We update customers by email of the status changes of their order. Being repetitious, 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 let us know in plenty of time!
Please log into your account for order status information if somehow your spam box eats our emails. 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.
Once again, 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 (3rd repetition). Not letting us know until after the deadline is just silly. And abuse is actionable.
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.
It is more expensive to send motors abroad. They must travel by road, cargo-only ships or aircraft. We can use UK Mail/DHL Road Express in Europe for this purpose and they provide extremely efficient service at a price. We will notify you of the extra charge - it is usually £5 -10 or less for European orders, depending on contents and destination.
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 to destinations abroad in good faith but if 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. We're human, too, and mistakes are rare but inevitable.
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 can 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-salable 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.
Goods remain the property of Hesperis Technology Limited until paid for in full. Customers agree to reimburse any costs incurred in reclaiming unpaid for goods.