Refund Policy

Last updated: 24 June 2026

TrainMarket.be is a marketplace connecting independent sellers and buyers of model trains and related items. Each seller ships products from their own location and is responsible for the items they sell. This refund policy explains how refunds and returns are handled on the platform.

1. Full refund cases

You are entitled to a full refund in the following situations:

  • The order was cancelled before the seller shipped it.
  • The item received does not match the description provided in the listing (wrong item, significant undisclosed defect, etc.).
  • The item was lost or damaged during shipping, subject to confirmation by the carrier.
  • You exercise your legal right of withdrawal within 14 days of receiving the item, in accordance with Belgian and EU consumer protection law, provided the item is returned in its original condition.

2. Complaint procedure

To request a refund, please follow these steps:

  • Contact the seller directly through your TrainMarket.be account within 14 days of receiving the item, describing the issue and, where relevant, attaching photos.
  • If you cannot reach an agreement with the seller, or do not receive a response within a reasonable time, you may open a dispute via the “Report an issue” option on your order, and our team will step in to assist.
  • Keep the item and its packaging until the matter is resolved, as the seller or carrier may request that it be returned or inspected.

3. Refund timeframes

Once a refund is approved, the seller has 14 calendar days to process it. Funds are returned using the original payment method. Depending on your bank, it may take a few additional business days for the refund to appear on your statement. While a buyer’s funds are held by TrainMarket.be pending delivery confirmation, refunds during this period are processed directly through the platform.

4. Refund refusal cases

A refund request may be refused in the following cases:

  • The withdrawal period of 14 days has expired and the item matches its description.
  • The item shows signs of use, damage, or alteration caused by the buyer after delivery.
  • The complaint concerns a defect that was clearly disclosed in the original listing.
  • The request is made without providing the supporting evidence reasonably requested by the seller or by TrainMarket.be.

5. Recourse in case of disagreement

If you disagree with the outcome of a dispute, you may seek recourse through:

These services are independent and free of charge for consumers within the European Union.

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