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Privacy & Terms & Conditions

We invite you to print out these Terms & Conditions, or we can e-mail these to you on request. Please request the "Terms & Conditions" from our Customer Service Centre. YOUR STATUTORY RIGHTS ARE NOT AFFECTED BY OUR TERMS AND CONDITIONS. 

By purchasing from Pro Models you are entering into a legally binding contract and the following terms and conditions apply:

As the products we offer are of a specialist nature, please ensure that you read our terms and conditions prior to placing your order.

General

We accept no liability (to the fullest extent allowed by law) for the accuracy of information contained on the website or related adverts, which may contain technical inaccuracies or typographical errors including information obtained from live support operators and via email. However, this provision does not affect your statutory rights and remedies.  

Please note all specification and colours on our products are subject to change without notice. This does not mean that we will send you something different to what you have ordered it simply means that we have new products and versions of our products coming in all the time so e.g. we may have a model available in only yellow which you order and receive and then a couple of weeks later we bring out the model in a red colour

All items are subject to availability. We will inform you as soon as possible if the product you have ordered is not available and we may offer an alternative product of equal or higher quality and value.

Credit Card Safety

ProModels   and our secure payment service providers use the latest technology to protect your credit card information and do not release it to any outside organization. Credit card details from our online transactions are not stored by us at any point and are encrypted, verified and destroyed.

Refusal to Serve

We reserve the right to refuse to supply any order placed without giving a justification. Placing an order via our web site does not constitute a contract until goods are dispatched from our premises.  We reserve the right to cancel any sale after charging and prior to the goods leaving our premises, in which case a full refund of any amounts already charged will be made.

Mistakes and Corrections

Due to the size of our site, it is possible at times that products may be incorrectly listed that are no longer available, have had a specification change, or are no longer available at the listed price.  It is also possible for an incorrect price to be entered during the ordering process.  We reserve the right to refuse to serve in these instances.

ProModels Privacy Guarantee

We will not rent or sell your name, address, e-mail address, credit card information or personal information to any third party. If you have purchased from our store, subscribed to one of our newsletters and entered any of our competitions, or advised us of your e-mail address we may occasionally update you on news and special opportunities via e-mail.

7 Day Money Back Guarantee

All our items are sold with a 7 day money back guarantee

Under the UK Distance Selling Regulations, you have 7 working days (from the day you receive your goods) to cancel the contract for your order with us. In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them. Upgraded carriage services chosen by you when you placed your order e.g. by 9am instead of using our standard next working day delivery are non refundable.

If you decide to cancel your order with ProModels , you must let us know in writing, quoting your order number and this will be accepted in the form of an e-mail to us or a written letter to:

ProModels , Unit 3C, Queens Court, Queens Avenue, Hurdsfield Ind. Est, Macclesfield, Cheshire, SK10 2BN

(we are an online company and do not allow customers to come our address)

All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. If you fail to take reasonable care of goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value. It is your statutory duty to take reasonable care of the goods therefore if the goods are returned in an unreasonable condition and free from manufacturing fault action to recover the cost will be taken against any breach by the consumer to take reasonable care of the goods.

Please keep a copy of this notice in case of dispute. Postage costs of returning the item to ourselves is to be bourne by you please read the shipping cost to return goods term.

ALL REFUNDS ARE PROCESSED within 30 days - it is our aim to get your money refunded back to you as quickly as possible.

No compensation payment or refund will be made for, but not limited to, disappointment, or time lost. 

 

6 Month Warranty

Your goods are covered under a 6 month warranty. This means any manufacturing fault within this time frame is covered and will be repaired/replaced or refunded. When claiming under a warranty you are legally obliged to return the product or defective to us for examination.

Due to the nature of the products we sell and the environment they operated in, breakages can often occur therefore general wear and tear or any damage caused by misuse is not covered, this warranty covers you solely against manufacturing faults. If the product or parts are not covered by the warranty a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you (please see repair service section for details). All warranty claim decisions are final.

ALL REFUNDS ARE PROCESSED within 30 days - it is our aim to get your money refunded back to you as quickly as possible. No compensation payment or refund will be made for, but not limited to, disappointment, or time lost.

An extended returns period may be accepted at certain times of the year or in exceptional circumstances however this is at our discretion and only if pre-agreed between us before purchase in writing.

Returning Goods

If you suspect a fault with your goods you should always read through our help pages first. If this does not help you should call our technical help line or email us for support as nearly all problems can be resolved this way and we are happy to help.

Returns are only accepted with a returns number which can be obtained after going through the details of your return with a member of staff by phone TEL: 01625 610031 or by email support@ProModels.co.uk . The returns form in the returns section on the website must be completed in full and attached to the outside of your parcel and upon receiving your returns number. You will be told how to return your goods and what service you should use when you are issued with your returns number. Parcels that arrive without a returns number and without a returns form may be rejected.

If the product or parts are not covered by the warranty a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you. All warranty claim decisions are final. Product warranty does not cover collateral damage. Due to the nature and use of this product misuse, abuse incorrect charging and discharging and all other inappropriate use of this product is not covered under warranty.

Due to our size, position and buying power we have excellent relationships with the manufacturers and like you will have warranties on all the goods we sell. If a model has a manufacturing fault then we are covered ourselves so have no reason to bias.

Pre Testing

Please check your item BEFORE USE. You should carry out checks and tests before using e.g. test all radio equipment including a range test. Our help pages and your manual will include information on what procedures to follow. If you require details on how to check your model before use please ask us do not proceed to use your model until you are clear on the pre checks needed. 

These models are NOT TOYS. If you have no experience with the model you have purchased you will need to do some research e.g. if you have purchased a nitro model then as well as reading all the information on our site and in the product manual you should do some research on how to e.g tune and set your engine and also how to check it before use. We will offer advice and help to newcomers as much as possible but are unable to accept returns for items that have been damaged by incorrect use, from customers who are unable to adjust their models or from customers who have not fully checked their models before use.

Age Restriction

Please remember that the remote controlled models we sell are NOT TOYS, we recommend that the minimum age for all our models is 14 years old. We also advise that supervision be given to children above this age range and below 18. It is the responsibility of the user to ensure the safety of people and property around them when learning to use these vehicles.

Lithium Polymer batteries (LiPo, Li-Poly)

Fire can be caused by: 'Overcharging' (wrong charger or charger setting, unbalanced battery load, charger fouled by poor power supply), charging a damaged cell or pack and short circuit (including crash damage).
Cells or packs can be damaged by: Over discharging (running too flat and/or too hot, discharging an unbalanced battery load), short circuit and crash damage.

Charging guidelines:

1. Always charge on a surface that can not catch fire easily, concrete, steel etc...Do not charge on carpet, paper or any other items that can catch fire easily!

2. Never over discharge your battery.  What does this mean? 

It means when you notice a power drop (when using your helicopter), stop! Immediately!

It also means disconnect your battery from the helicopter, even if you switch off the helicopter or transmitter and you leave it connected it will still discharge really slowly. Really slowly for a day is a lot!

If you over discharge and then charge again you may experience puffing. This is where the cells swell.  If this happens you can never use the battery again. If you charge a puffed battery then expect a fire!

 3. Use the correct charger.

4. Do not overcharge your battery. Always set a timer and don’t leave your battery charging un attended. If you do not know the charging time of your battery give us a call or emails us before you attempt to charge.

Lipo batteries are expensive and can be dangerous so need to be treated with care, if you need any help with charging email me us or give us a call.

Shipping Cost To Return Goods

The arrangement and shipping cost to return goods to us is bourne by you and will not be refunded if the goods are tested and found to be free from manufacturing fault unless the 7 day cancellation period applies (please see that section of the terms for details)

If a model is returned to us outside of the cancellation period and is free from manufacturing fault then your return postage fee will not be refunded so it is important to keep the cost as low as you can.

You can reasonably ask us to pay the cost of the return of your goods if a model is returned to us and is tested to have a manufacturing fault as this cost is a direct consequential loss of a faulty product however you must mitigate your loss.

What is mitigating my loss?

This simply means you must keep the return costs as low as reasonably possible. An unreasonable postage amount paid by you to return goods to us will not be refunded in full only the amount that was reasonable to pay would be refunded. e.g. sending a parcel on a special delivery next working day service and paying £18.00 would not be refunded when a cheaper and still suitable service such as a 2nd class royal mail parcel service with insurance was available at £8.00. In this situation as it is not reasonable for you to ask us to refund the full amount you paid as you used the more expensive service.  A refund will only be processed for the reasonable service available as the excess amount would of been your own choice to pay and would not be refundable. In this case £8.00 would be refunded.

You must always obtain a returns number from us before you return your goods and at this time you will be told what service must be used to return the goods to us, any excess price you pay over this for using any other service is your own choice and would be at your own expense.

Services to use when returning goods:

To help you we have researched the cost of shipping goods back to us to find the reasonable price and services to use when returning goods to us.

Large Petrol 1/5th Models & Planes – Return to us with www.parcelmonkey.co.uk using their cheapest Parcel Service this will cost £9.41

Extra Insurance Levels:

Level 1 – up to £100 = £1.00

Level 2 – up to £200 = £2.50

Level 3 – up to £300 = £4.00

Level 4 - up to £400 = £6.00

 

Tanks, helicopters, 1:10 scale cars/buggies/trucks, 1:8 scale cars/buggies/trucks, Boats – Return to us with www.parcelmonkey.co.uk using their cheapest parcel service available which will cost up to £6.87 (depending on the goods)

Extra Insurance Levels:

Level 1 – up to £100 = £1.00

Level 2 – up to £200 = £2.50

Level 3 – up to £300 = £4.00

Level 4 - up to £400 = £6.00

If the product you wish to return is not listed above then please get in touch so we can advise you on what service you should use. If you go to use a service and the price given is more than that stated above please get in touch with us so we can tell you what to do.

FOR CUSTOMERS OUTSIDE MAINLAND UK PLEASE GET IN TOUCH SO WE CAN ADVISE YOU ON WHAT SERVICE YOU SHOULD USE.

Please keep your receipt as proof of sending.

Repair Service

If your goods are returned under warranty but are found to be free from manufacturing fault then a quote will be supplied. If you decide you want us to do the repair for you we only charge a £15.00 labour fee, £10 return postage fee (Mainland UK) or £15 return postage fee (Northern Ireland, Ireland, Scottish Islands and Channel Islands) and the cost of any parts used which is far less than the average model shop.

If you decide you would like to carry the work out yourself then there is no charge for our time to inspect and test and you need only cover our return P&P fee as listed above

Delivery

We process orders Monday-Friday (except bank holidays)

Where a parcel is refused OR the courier/postal services online tracking indicates that they have left a card and subsequently returned the parcel to us as the addressee has failed to either (1) arrange redelivery or (2) collect the parcel from the courier company’s depot, the order will be cancelled and refunded when the parcel is delivered back to our premises. In these circumstances, a deduction will be made from the refund for the courier company’s charge for both the outgoing parcel and it’s return to our premises.

Model Orders:

Your order will be shipped from us the same day Mon-Fri if your order is placed before 1pm.

UK Mainland – Service used is next working day delivery by TNT or Business Post, the courier we use will depend on the goods ordered.

Services available at extra cost are Saturday delivery, delivery am, delivery pm

N.Ireland – Next working day delivery

Highlands & UK offshore Islands – 1-2 Working days

Rest Of Europe - Transit times are generally 2-5 days for EU Parcels – Germany 2-3 days, The Netherlands 2-3 days, Belgium 2-3 days, Rep Of Ireland 2-3 days, France 3-4 days, Spain 4-5 days, Greece 6-11 days, USA 5-8 days

Parts Orders:

Your order will be sent from our warehouse within 48hrs by Royal Mail.

UK Orders - Low value orders will be sent on a First Class Recorded Service which does require a signature on delivery. First class recorded mail is treated as first class post and usually takes 1-3 days after dispatch which can take up to 48hrs. 

Higher value orders will be sent by either courier or by Royal Mail special delivery which both require a signature on delivery. Once sent these are both next working day services.

International Air Mail - We deliver worldwide by Air Mail using a Royal Mail International signed for service which requires a signature on delivery; delivery is usually 3-5 working days after dispatch which can take up to 48hrs.

We endeavor to ship all items as fast as possible. Occasionally during peak times orders can take longer to ship - please accept our apology if this is the case. Additional fraud checks may need to be carried out and identities verified - this may cause delay to your order. We aim to carry out these checks as quickly and efficiently as possible. The time can be reduced by checking for emails from ProModels and supplying a daytime contact number with your order.

Missing/Delayed Deliveries

Courier: If you do not receive delivery by the expected delivery date please get in touch immediately so the courier can be contacted as failed deliveries have to reported within 7 days of us sending the goods.

In the unfortunate event your goods go missing then as soon as you inform us the courier will be contacted, once the courier confirms the goods are missing and it has been reported within the correct time frame a claim will be raised and the goods will then be resent to you.

If goods are disputed as delivered, this is where the courier says they have delivered and have a signature from the addressee for receipt of them but you are stating you have not had them then the courier will not raise a claim until they are satisfied the goods have not been delivered after an investigation has been carried out. Part of this investigation is to interview the delivery driver, unfortunately in this very rare situation the goods cannot be resent until the courier raises a claim.

Royal Mail: If you do not receive delivery by the expected delivery date please get in touch immediately so the order can be. In the unfortunate event your goods go missing Royal Mail will only raise a claim after 15 working days have passed from the date of dispatch. During this period our hands are tied and we must simply wait, as "lost" packages are often redelivered or returned to sender during this time. Once this has passed then if the goods are still undelivered your order will be resent.

If goods are disputed as delivered, this is where Royal Mail say they have delivered and have a signature from the addressee for receipt of them but you are stating you have not had them then they will not raise a claim until they are satisfied the goods have not been delivered after an investigation has been carried out. Part of this investigation is to interview the Postman, unfortunately in this very rare situation the goods cannot be resent until the Royal Mail raises a claim.

Damaged/Incomplete Deliveries

If the goods you receive are damaged you must inform us immediately, if you cannot get through on the phone you should email us straight away so this can be logged and the damage reported to the courier. We have to report any damage to couriers within 3 days of receipt or a claim cannot be raised.

We do not accept minor marks and damage on the packaging due to shipping and handling as a fault, but we will where possible attempt to replace the damaged item. This is at our discretion.

By simply signing for the goods on delivery you are signing that they have been received in good condition therefore if you have not checked the goods you should always sign for goods delivered by a courier as unchecked so if any damage is found upon opening the box a claim can be made.

Our Team

Our staff are all radio control model enthusiasts and many race at a national level. Our staff are very knowledgeable when it comes to our products so if you experience any difficulties or have any questions please give us a call or send us an email

Contact Information

Address: 

ProModels
4th Floor, Goyt Mill
Upper Hibbert Lane
Marple
Stockport
SK6 7HX

(we are an online company and do not allow customers to come our address)

Telephone No.: 01625 610031 (open 10-6pm Mon-Thurs and 10-5.30 Fridays) 

 Email: support@ProModels.co.uk

Complaints

If you have any complaints regarding our staff or a service that has been provided then please email the head of customer service at support@ProModels.co.uk

The Company

Due to our size, position and buying power we have excellent relationships with the manufacturers and like you will have warranties on all the goods we buy. If a model has a manufacturing fault then we are covered ourselves so have no reason to bias.

 

The law of England & Wales is the applicable law.

Pro Models reserve the right to change any prices or details on our site 


WEEE Regulations:

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

• Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

• Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

ProModels is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

For example, if a customer bought a new radio controlled car from us we would accept their old radio controlled car and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

 

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