Company Info > Return Policy

PWRS Return Policy

The return policy at Pacific Western Rail Systems is different for the products manufactured by companies like Athearn, Atlas, Intermountain, Kato, etc., and the products manufactured for Pacific Western Rail Systems as limited or special runs. For all Pacific Western Rail Systems limited or special runs, we are committed to the highest standards of production and service. 

If you receive a Pacific Western Rail Systems car that is defective in any way, we will replace that car absolutely free. This defective replacement guarantee is good for the first thirty (30) days of ownership.

If you buy one of our cars and are not satisfied with the quality, you may call within fifteen (15) days and ask for a Return Authorization Number as set forth below. This satisfaction guarantee supercedes the convenience return below.

For all products other than Pacific Western Rail Systems, the following applies:

Returning product is hassle free. There are two accepted types of returns:

Convenience Returns and Defective Merchandise Returns. They both require a return authorization number. The information we need to issue the return authorization is:

1. The number of the invoice enclosed with the product.

2. The stock number and quantity to be returned.

3. The reason for the return.

To contact us for a return authorization, CALL the Toll Free: 1-866-840-7777 or EMAIL us at rma@pacific-western-rail.com.

All returns from US customers must be insured and sent to: PWRS at 250 H Street, PMB 779, Blaine, Washington 98230, USA.

All returns from Canadian customers must be insured and sent to:  PWRS at Unit 68, 15515 24th Ave., Surrey  V4A 2J4, Canada.

CONVENIENCE RETURNS

You have ten (10) days from the receipt of the product to request a return authorization number. Credit can be issued only after inspection of the merchandise after it has been returned. Product must be in restockable condition with no damaged packaging. There will be a restocking fee of 40% on accepted returns. 

Receiving the wrong goods, or getting the wrong engine type or number does not fall into the category of convenience returns. If we make errors on product shipments, we'll make it good.  Exchanges to rectify customer errors will be accommodated whenever possible.

DEFECTIVE MERCHANDISE RETURNS

We at Pacific Western Rail Systems stand behind our products, as do the manufacturers. All defective merchandise will be either repaired or replaced  at our discretion, subject to  the manufacturer's existing product warranties.  For quality control purposes, we require that you clearly identify the product defect when contacting us for a return authorization. All defective merchandise must be reported within thirty (30) days of receipt.

RETURN EXCLUSIONS

We here at Pacific Western Rail Systems are committed to customer service and wish  to make our exclusions as few and fair as possible. We cannot accept:

• Unauthorized Returns
• Limited Run Returns
• Discontinued Merchandise Returns
• Special Order Returns
• Reservation Product Returns
• Discounted or Sale Returns

The following manufacturers require their products be returned directly to them. Please contact them for specific instructions regarding return of their product.  A Pacific Western Rail Systems return authorization is not required.

     1. Kato

         857-781-9500

         100 Remington Road

         Schaumburg, Illinois 60173

         USA

     2. MRC Model Rectifier Corporation

         906-225-2100

         200 Carter Drive

         Edison, New Jersey 08817

         USA

     3. Tower55/Overland

         info@overlandmodels.com

         (765) 289-4257

Manufacturers may request direct shipment of returns to them because more damage may occur with excessive shipping and handling.  They also require direct contact with them first because they may be able to resolve problems without a return.  And for that reason, manufacturers may contact customers during normal business hours for the purpose of discovering the nature of the problem and attempting resolution of problems without the necessity of a return.

MIS-SHIP RETURNS

Every now and then, a customer gets a whole package or a single item that he did not order or that was supposed to go to another customer--a mis-ship.  If that should happen, call for an RMA.  We'll reimburse shipping for the return of the package or item and we'll rectify the problem.  If we make the mistake, we'll fix it at our cost.  (The thirty (30) day time limit applies to this type of return as well.)

Thank You,

PWRS, Management