Terms and Conditions

1. General Terms

  1. Prices are valid at the time of placing the order but are subject to change without notice. Although we make every effort to ensure advertised prices are correct, there may be occasions where an incorrect price is advertised, or a Manufacturer has imposed a price increase. Under these circumstances we are not obliged to supply goods at the advertised price and the item(s) may be withdrawn from sale until the issue is rectified.
  2. Where there is no manufacturer SRP (suggested retail price) for a product, we have priced using a calculation typical to the Model Railway industry.
  3. Items with prices shown as “TBC” will be priced when the information is available. Any orders placed with items priced in this way will be automatically updated to the informed price without notice.
  4. Prices advertised are inclusive of Value Added Tax [VAT] for the United Kingdom at the appropriate rates. Customers ordering for delivery to International destinations will be charged the Retail Price exclusive of VAT. Some items such as literature for example catalogues and leaflets are currently subject to VAT at 0% (correct as of 09.09.25).
  5. Prices shown are inclusive of any standard reductions or discounts, however this does not include any Sale prices or discounts associated with offers or discount codes. These discounts are governed by those terms set out in Section 10.

2. Advertised Prices

  1. Prices are valid at the time of placing the order but are subject to change without notice. Although we make every effort to ensure advertised prices are correct, there may be occasions where an incorrect price is advertised, or a Manufacturer has imposed a price increase. Under these circumstances we are not obliged to supply goods at the advertised price and the item(s) may be withdrawn from sale until the issue is rectified.
  2. Where there is no manufacturer SRP (suggested retail price) for a product, we have priced using a calculation typical to the Model Railway industry.
  3. Items with prices shown as “TBC” will be priced when the information is available. Any orders placed with items priced in this way will be automatically updated to the informed price without notice.
  4. Prices advertised are inclusive of Value Added Tax [VAT] for the United Kingdom at the appropriate rates. Customers ordering for delivery to International destinations will be charged the Retail Price exclusive of VAT. Some items such as literature for example catalogues and leaflets are currently subject to VAT at 0% (correct as of 09.09.25).
  5. Prices shown are inclusive of any standard reductions or discounts, however this does not include any Sale prices or discounts associated with offers or discount codes. These discounts are governed by those terms set out in Section 10.

3. Opening An Account with The Supplier

  1. When placing orders with The Supplier, a customer account must be created. To do so, we will require details from The Customer that include their name, address, and email address to enable an account to be created. These details must be your registered address and match those details held by your card issuer.
  2. Additional details, such as phone number and additional delivery addresses, may be entered, but are not required in the account creation process.
  3. A customer account will remain open for a minimum of seven years from the date of the last transaction as required by law.
  4. The details provided will only be used to contact you regarding matters pertaining to your order and the processing of it in line with our privacy policy, unless marketing permissions have also been granted. See Section 9.

4. Placing an Order With The Supplier

  1. Once an account is created, an order can be placed for both in stock and out of stock items. In stock items are denoted by a Green “Add to Basket” button and out of stock items are denoted by an Orange “Add to Basket" button.
  2. You can add items to the cart at any stage, but orders will not be processed until the ordering process has been completed.
  3. The current stock status is approximate.
  4. Carriage pricing depends on order value, items and services selected. See Section 5 for full terms.
  5. Orders placed on the website are processed with as little delay as reasonably possible. For this reason, we cannot guarantee that further instructions from customers will be acted upon.
  6. We advise any customer who is unsure of the product(s) they intend ordering to contact us prior to placing an order so a member of our sales team may assist.
  7. Discount Codes can be applied to any qualifying order prior to the payment stage of placing the order. Gift Vouchers are excluded from any and all discounts, and no discount code can be used against the purchase of these. For full details see Section 9 for terms and conditions of discount codes and Section 11 for gift voucher terms and conditions.

5. Carriage Charges and Services

  1. Orders are accepted subject to stock availability and may be delivered in one or more instalments. Any unavailable items will automatically be placed on backorder unless otherwise requested at the time of ordering. Back-ordered items will be dispatched as they become available. For mainland UK deliveries, no additional delivery or handling charges will apply to backorders that meet the minimum order value. Backorders for non-mainland UK destinations will have delivery charges applied at cost for subsequent shipments.
  2. Carriage Costs are determined by shipping destination.
    1. In the case of UK Mainland orders, our standard shipping options are available.
      1. Economy Shipping is offered Free on all orders between the values of £25.00 and £150.00. For orders under a value of £25.00, a small order handling charge of £4.25 will be added. Choosing this service will ensure all in stock items are despatched within three working days on at least a  Tracked 48h service, subject to the carriers’ terms and conditions.
      2. Regular Service is offered at £4.25 on all orders between the values of £25.00 and £150.00. Choosing this service will ensure all in stock items are despatched within two working days on at least a Tracked 24h service, subject to the carriers’ terms and conditions.
      3. Express Shipping is offered at £7.25 on all orders between the values of £0.00 and £150.00, and Free on all orders over the value of £150.00. Choosing this service will ensure all in stock items are despatched the same day if placed before 12:00pm, or the next working day if placed after 12:00pm, on a weekend or on a bank holiday, on at least a Tracked 24h service, subject to the carriers’ terms and conditions.
    2. Orders shipped outside the UK mainland will have carriage rates charged at cost; this includes Ireland (Eire), the Channel Islands, the Isle of Man and any other non-UK mainland destination.
  1. Delivery will be made to the address specified on the order by The Customer or its agent, or to a carrier designated by The Customer. The supplier is not responsible for items once the carrier has made delivery. This includes loss and theft from designated safe spaces arranged between The Customer and the courier. VAT will not be charged on orders sent outside the UK.
  2.  It is The Customer’s responsibility to report any and all damages or shortfalls within a delivery within three (3) business days from the date of delivery. The date of delivery is determined by the data supplied by our carriers. 
  3. Consignments will be shipped using a carrier of our choice unless otherwise requested, at The Supplier's discretion. If The Customer requests the use of other carriers not currently engaged by The Supplier, they will be engaged on an Ex-works basis - The Customer will be responsible for all transportation, insurance and damage costs.
  4. Invoices and other correspondence will be delivered electronically.
  5. The supplier will not be liable for any import duty, local taxes, or additional costs that The Customer may incur.

6. Payment for Goods and Services

  1. Full payment must be made in advance of goods being despatched.
  2. Accepted forms of payment are Credit or Debit Cards, including Visa, Delta, MasterCard, Switch, American Express, Google Pay, Apple Pay, PayPal, Gaugemaster Gift Vouchers, or any credit previously applied to an account.
  3. Payment methods will not be charged until the goods are ready for despatch.
  4. Where part orders are sent, only the value of that despatch will be charged to your card. Further despatches will be charged individually and may require The Supplier to contact you for updated information, including payment information.
  5. When initially placing an order, a shadow transaction may be visible on your bank statement for the full order amount. If only part of the order is despatched, the remaining balance of the shadow transaction will be released.

7. Delivery of Goods and Services

  1. Once an account has been created, the initial order must be shipped to the same address that the payment method is registered to, known as the The Customers' billing address. Future orders can then be sent to different delivery addresses as set in the "My Account" section of our site.
  2. Once an order has been placed, all in stock items will then be despatched.
  3. Once the items have been despatched, delivery of those goods will usually be within the carrier’s specified delivery time depending on the service chosen and delivery address, but this cannot be guaranteed, see Section 5 for carriage terms and conditions and prices.
  4. New, pre-order and backorder items are supplied as soon as stock becomes available. We are unable to hold goods that are in stock pending the arrival of out of stock or preordered goods.
  5. Any item on back order can be cancelled at any time up to the point of despatch, apart from items that have been specially ordered or built, which cannot be cancelled without our prior agreement.
  6. Carriage for all non-mainland UK orders, including those to the Isles of Scilly, Jersey, Guernsey, Isle of Man and Ireland is calculated at cost. This will be calculated upon checkout of the order, the cheapest available option will be shown and may not reflect the final carriage charged, especially where items are out of stock Carriage is calculated using a combination of weight, size and value.
  7. Orders that arrive damaged may be refused. These will then be returned to The Supplier and restocked where possible. The value of this order will then be credited or refunded to the customer at The Suppliers discretion and a new order can then be placed. See Section 8 for returns procedures.
  8. Out of Stock items will be charged on the date of despatch.

8. Returns, Refunds and Credits

  1. Returning Unwanted Goods.
    1. Except for special orders (see Section 7 Delivery of Goods in Stock) The Customer may return unwanted items. The Customer must report any intention of returning unwanted goods within 14 days of receiving the goods. The Customer then has 14 days to return the goods once notification has been given. Items arriving after this time period may not be accepted for a credit or refund.
    2. All unwanted goods must be returned to The Supplier in their original packaging. Sealed boxes and packages, such as plastic or metal kits, must be unopened. Clear bags with header cards must be intact. Goods will only be refunded if they are in the condition that they were received.
    3. The goods must be returned to The Supplier’s registered address as outlined in Section 1.1, and the cost of packing and returning any goods will be at the customer’s expense.
    4. A suitable service must be used when returning goods, as we cannot be held responsible for any returned goods lost or damaged in transit and any fees or costs associated with the return incurred by Gaugemaster may be deducted from the value of the return.
    5. All refunds will be made within 28 days of the goods being received back by us, less any costs as outlined in section 8.1.5.
  2. Returning Faulty or Damaged Goods.
    1. The Customer has the right to return items to us if they are damaged on arrival or if they develop a fault. This is governed by the Consumer Rights Act 2015.
    2. Any items returned under this legislation should be returned to the registered office of The Supplier as outlined in Section 1.1.
    3. The customer must inform The Supplier prior to return and The Supplier will raise the return. The Supplier will then provide a returns number to The Customer which must be included with the returned items. Failure to follow this procedure may result in refusal of the return or a delay in any refund or credit being processed.
    4. In the case of such a return a replacement item or an item of equal or greater value maybe offered as an alternative prior to a refund being processed at The Suppliers discretion. An item of lesser value may be offered, and in which case the difference of the value will be refunded.
    5.  A handling charge may be levied to cover our outbound shipping costs on replacement items.
    6. A suitable service must be used when returning goods, as we cannot be held responsible for any returned goods lost or damaged in transit and any fees or costs associated with the return incurred by Gaugemaster maybe deducted from the value of the return.
    7. All refunds will be made within 28 days of the goods being received back by us, less any costs as outlined in section 8.2.6.
    8. These conditions do not affect your rights on the return of faulty goods.

9. Marketing and Email Notifications

  1. When creating an account, and in other locations around the website are optional opportunities to sign-up to our newsletters. By subscribing in any of these locations, The Customer agrees to the following terms and conditions:
    1. By providing your email address, you consent to receive marketing communications from Gaugemaster Controls Ltd, including news, product updates, promotions, special offers, and other relevant content.
    2. These newsletters and updates may also be sent from other Gaugemaster owned intellectual properties such as ModelGIANT.
    3. We will collect and store your name and email address (and any other details you voluntarily provide) for the purpose of sending you email communications.
    4. We may use trusted third-party email service providers (e.g., Mailchimp, Klaviyo, etc.) to manage and send our emails. These providers are contractually bound to keep your information secure and use it only for the intended purpose.
    5. You can change which emails you receive by updating your preferences at any time using the “Update Your Preferences” link at the bottom of any marketing email.
    6. You can unsubscribe from our mailing list at any time by clicking the “unsubscribe” link in any email we send or by contacting us directly. Once you unsubscribe, we will stop sending you marketing emails. If you are signed up using different or multiple email addresses, each of these will need to be unsubscribed separately.
  2. The website offers The Customer the option to sign up for back-in-stock notifications from Gaugemaster, you agree to the following terms and conditions:
    1. When you register for stock notifications, we will use your email address (and any other details you provide) to notify you when the selected product(s) become available for purchase.
    2. You will only receive emails relating to the product(s) you have requested updates for, unless you separately join our marketing mailing list.
    3. Your information will be collected and stored for the purpose of sending stock availability notifications.
    4. We use Klaviyo, a trusted email service provider, to deliver these notifications. Klaviyo is contractually bound to keep your information secure and use it only for the intended purpose.
    5. You can unsubscribe from back-in-stock notifications at any time by clicking the “unsubscribe” link in any notification email we send or by contacting us directly.
    6. In both offerings above, your data will be processed in accordance with the UK GDPR and the Data Protection Act 2018.
    7. You agree to provide accurate and up-to-date information when signing up. You can update your preferences or correct details at any time by using the update links provided in our emails or by contacting us.
    8. Your personal information will be handled in line with our Privacy Policy.

10. Promotions and Discount Codes

  1.  The Supplier will periodically offer discount codes and promotions, terms and conditions of which can be found below. All discounts and codes are operated by The Supplier.
  2. Discount codes are only valid on orders being sent to an address within the United Kingdom.
  3. No discount code or promotion is available for redemption against the purchase of Gift Vouchers or eVouchers unless otherwise stated.
  4. Some items are subject to minimum pricing policies imposed on us by suppliers so are exempt from discounts and promotions. You will see whether these items qualify for this discount at order checkout on our website www.gaugemasterretail.com prior to the payment stage.
  5. Printed media such as Leaflets, Brochures, Plan Books, Catalogues and other Publications are excluded from all promotions.
  6. The discounts are only available on the total value of qualifying stock and are not redeemable against the cost of postage and packaging unless otherwise specified.
  7. Any qualifying order can have a discount code applied; however, only one discount code or promotion can be applied to each order unless otherwise specified.
  8. Discount codes will not be applied retrospectively to orders. It is the customer's responsibility to ensure the correct codes are entered before finalising an order.
  9. Individual discount code terms and conditions can be found below.
    1. Unique Mailing List Sign Up Code Additional Terms.
      1. Theses codes offer a 10% discount on a future order after a successfully signing up to one or more of our mailing lists.
      2. These codes will be automatically sent through our marketing partners. See Section 9 for more information
      3. If you do not receive a code within 24 hours after successful completion of a sign-up, please contact us.
      4. The discount code is a one-time use code, and this discount may only be applied once to each account.
      5. Each code is valid for one year after the initial issue date. If the code is not redeemed within this period, the period will not be extended, nor will another code be issued.
      6. The Supplier accepts no responsibility for the loss of the discount by way of the code being made known to others through theft or other illegal activities.
    2. The Social Media Campaign Discount Code Additional Terms.
      1. This offer is valid to anyone with the code and may only be used once per customer per account.
      2. This code is valid between 00:01 Wednesday 16th September 2025 to 23:59 Friday 31st Oct 2025.
      3. For details on obtaining the code, please see our social media posts. Our social media channels can be found here.
  10. Individual sales additional terms and conditions can be found below.
    1. These discounts are automatically applied to qualifying orders or provided through unique codes.
    2. The Roco 10% Off Sale runs from 00:01 on Monday, 1st of June 2026 to 23:59 on Tuesday, 30th June 2026.
    3. This offer is for a 10% Saving on all in-stock Roco items only, excluding those in the Roco Spares, Leaflets and Publications.
  11. The Supplier retains the right to discontinue or remove a discount or promotion as they see fit without notification.
  12. Any order found to be in breach of these terms and conditions may be cancelled without notice.

11. Physical Gift Vouchers and Website Gift Vouchers

  1. Use of your Gaugemaster Controls Ltd Gift Voucher constitutes acceptance of our Terms and Conditions.

  2. Gift Vouchers remain the property of Gaugemaster Controls Ltd who maintain the right to cancel the voucher in situations where it is deemed necessary to do so.

  3. The term “Gift Voucher” can refer to both digital “Website Gift Vouchers” and Physical “Gift Vouchers” vouchers.

  4.  Your Gift Voucher is valid for a period of 12 months from the date of issue, after which the Gift Voucher will become invalid and no longer be available for use.

  5. Gaugemaster Controls Ltd cannot be held responsible for any Gift Voucher lost as a result of theft or fraud.

  6. Should you return product(s) purchased using a Gift Voucher for an exchange of a lesser value, any refund amount due will be credited by a separate Voucher or credit on your account.

  7. If a partial refund is made for any purchase using a Gift Voucher and another method of payment, then any refund amount owing will be credited to a Gift Voucher in the first instance.

  8. If the total to be refunded is more than originally paid by Gift Voucher, then any remaining refund balance will be refunded to the other method of payment used (debit/credit voucher or cash) or applied as credit on your account.

  9. These conditions are governed by and are in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the English courts.

  10. Additional “Physical Gift Voucher” Terms

    1. Physical Gift Vouchers are defined as those issued in paper form. They can be found on our website with the following SKUs: “voucher5”, “voucher10”, “voucher20”, and “voucher50”.

    2. The value of your Gift Voucher can be redeemed in person at our Shop (ModelGIANT in Ford), at show stands operated by Gaugemaster, or by giving our Sales Team a call to place an order. The Gift Vouchers cannot be exchanged for cash or redeemed against the purchase of another voucher. The Gift Voucher can only be used to purchase goods of equal or larger value.

    3. All Physical Gift Vouchers have a unique identifier code number which is required for purchases made within ModelGIANT or over the phone. Gaugemaster Controls Ltd cannot be held responsible for any unauthorised use where the Gift Voucher number has become known to another party.

    4. Should your Gift Voucher become damaged, Gaugemaster Controls Ltd will be able to replace the Gift Voucher providing you still have the Gift Voucher in your possession with the unique identifier code intact, and the necessary details can be obtained.

  11. Additional “Website Gift Voucher” Terms

    1. Website Gift Vouchers are those issued digitally through our websites “www.gaugemaster.com” and “www.gaugemasterretail.com”. These vouchers are issued through emails delivered to a recipient as designated at the point of ordering. This type of voucher can be found on our website with the “VOUCHERV” SKU.

    2.  Any Website Gift Voucher requires the inclusion of the name and email address of both the sender and the recipient. It is the responsibility of The Customer to ensure all details are correct. This is to ensure the receiver is aware of who has gifted them the voucher. Gaugemaster will not reissue codes if the incorrect email address is entered.

    3. Website Vouchers include the option to include a personalised message. This field is not mandatory; however, messages must not contain any form of foul language, including, but not limited to, expletives, racial, or homophobic language. Any person found to be including such language may have their account suspended or permanently closed.

    4. The value of your Website Gift Voucher can be redeemed through our websites “www.gaugemaster.com” and “www.gaugemasterretail.com”.  The Gift Vouchers cannot be exchanged for cash or redeemed against the purchase of another voucher. The Website Gift Voucher can be used in part payment for an order, but the Website Gift Voucher balance will be allocated first, with any remaining balance owed being made up via an alternative payment method.

    5. These vouchers may also be used to purchase items of a lower value, and the remaining amount can be used against a further purchase.

    6. All Website Gift Vouchers are issued as a unique number, which is required when redeeming these vouchers. The code must be entered in the “Apply Website Voucher Code” box for successful redemption. Gaugemaster Controls Ltd cannot be held responsible for any unauthorised use where the Website Gift Voucher code has become known to another party.

    7. The "Website Gift Vouchers" are treated as digital goods, and as such entitle the buyer to a 14-day cooling-off period in which a refund can be initiated, providing the voucher has not been used as full or part payment for an order. Past the 14-day period, no refund, either in full or in part, will be available. 

    8. When purchasing Gaugemaster "Website Gift Vouchers", only in-stock items may be placed on the same order. Out-of-stock or pre-ordered items cannot be placed alongside.

    9. When sold individually, the vouchers will not incur postage costs; however, an order with Gaugemaster Website Gift Vouchers and stock items may incur Carriage Charges in relation to the stock, and will abide by the outline of Carriage Costs in Section 5.

12. Copyrights and Use of Website Content

  1. All information, data and product images displayed on www.gaugemasterretail.com are accurate to the best of our knowledge. This information is as accurate as possible at the time of publication; however, The Supplier accepts no liabilities, guarantees, warranties or assurances that the information provided is error-free. The Supplier reserves the right to correct, modify or update the information found on the website without notification.
  2. All content on this website, including but not limited to text, images, logos, graphics, product descriptions, and downloadable materials, is the property of The supplier or has been used with permission from the relevant rights holders. This content is protected by applicable copyright laws and international treaties.
  3. Reproduction, distribution, or modification of any part of this website without prior written consent from The Supplier is strictly prohibited. Where third-party content is used, we have obtained the appropriate permissions from the copyright holders. Any trademarks, logos, or other intellectual property not owned by The Supplier that appear on the site are used with the permission of the respective owners.
  4. If you believe any content on this website infringes your intellectual property rights, please contact us immediately so we can investigate and take appropriate action.

13. Data Protection, Cookies and The Information We Collect

  1. Personal data supplied by The Customer will be used by The Supplier in accordance with the cookies and privacy policy.
  2. Personal data may also be passed to debt collection businesses for the purpose of enabling The Supplier to collect debts owed by The Customer.
  3. Our website uses cookies, and details of these, along with any other information we collect, can be found in our cookies and privacy policy.
  4. The Customer is responsible for maintaining the confidentiality of their login credentials, including their password. The Customer agrees not to share their password or allow others to access their account,  other than as authorised by The Supplier. The Supplier is not liable for any loss, damage, or unauthorised activity that occurs as a result of The Customer’s failure to safeguard login details.
  5. The Customer must notify us immediately of any unauthorised use of their account or a breach of security is suspected. The Supplier reserves the right to suspend or terminate access in this case.

14. User Conduct

  1. Users of this website agree to use it only for lawful purposes and in a manner that does not infringe the rights of, restrict, or inhibit anyone else's use and enjoyment of the site. Prohibited behaviour includes, but is not limited to: transmitting offensive or obscene content, attempting to interfere with the website’s functionality or security, misrepresenting your identity, or using the site to carry out any unlawful activity.
  2. We reserve the right to monitor user activity and, where necessary, restrict or terminate access to the site without notice if any conduct is deemed to be in breach of these Terms and Conditions or harmful to The Supplier, its users, or third parties.
  3. In extreme cases of misuse, The Supplier may additionally terminate any associated accounts and contracts, and take the matter further with the relevant authorities.

15. Notices

  1. Notices sent by The Customer must be sent by prepaid post to The Supplier's Customer Services Department at the address on the most recently delivered invoice. Such notices must state The Customer’s business name and account number. Notices sent by The Supplier will be sent to The Customer's last known address.

16. Acceptance

  1.  The acts of continuous use of our site and placing orders with The Supplier in any form shall be deemed as acceptance and compliance with these terms of trading.
  2. Breaching these terms and conditions may result in the automatic closure of your account, with any outstanding debts becoming immediately payable. 

17. Changes to Terms and Conditions

  1.  We reserve the right to amend these terms from time to time. Any updates will be published on our website here, and will take effect immediately upon posting.
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