If you are a customer in the United Kingdom, you have a legal right to cancel your order within 30 calendar days and receive a refund as detailed below.
How long do I have to process a refund?
You have 30 days from the receipt of your goods to process a refund.
How to process a refund
To cancel your order with Merseyrail, please let us know by email.
Contact us on questionsecommerce@merseyrail.org to cancel your order.
What to do if your order has already been dispatched.
You would need to wait for your order to be delivered before returning to:
Commercial Team9th Floor Rail house
Lord Nelson Street
Liverpool
Merseyside
L1 1JF
How to return your products.
If you cancel your order for any reason after products have been dispatched to you, you must return them to us at:
Commercial Team9th Floor Rail house
Lord Nelson Street
Liverpool
Merseyside
L1 1JF
Our customer service team will then assess your claim and contact you with further instructions.
If you have simply changed your mind and the product is not damaged or faulty, it is your responsibility to ensure that the products are returned to us in the same condition they were sent. All items returned to us must be sent back in their original packaging by trackable delivery or carrier such as Royal Mail Recorded Delivery or similar as we cannot accept responsibility for loss of product during the return process.
How will you be refunded
We will refund you the price you paid for the products, by the method you used for payment, including delivery costs you paid to have the products delivered to you. However, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would damage the items.
If you have returned the products to us because they’re faulty or mis-described, we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the products to us
When would refunds not be allowed?
Refunds may not be allowed if the product has been personalised (for example contains, name, event or specific details). Or if the product has been damaged while in your care.
After 30 days?
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
How will I be refunded?
Once the item (s) have been verified by the customer service team, the team will contact you to inform you that they are processing a refunded.
You will be refunded by the method you have been paid. Please allow your bank up to 10 working days to process the payment, although this should be available sooner.
Delivery Process
Once we have your order on the system the team will have your delivery out within 3 working days.
Please allow 5 working days for your delivery to be deliver to your address.
Payment will only be processed once your order has been dispatched to you.
