Terms & Conditions
Please note that when you place an order with us via our website, or by any other means, you will be deemed to have accepted these terms and conditions.
You can also read our Privacy Policy here to learn how we deal with personal information and cookies.
The Polly Model Engineering website is owned and operated by AT Model Engineering Limited
“Polly Model Engineering", “Bruce Engineering” and "Practical Scale" are brand names under which we focus different aspects of our model engineering manufacturing and supplies business.
Our office and works address is:
AT Model Engineering Limited (trading as Polly Model Engineering), Unit 203 Via Gellia Mill, Bonsall, Matlock, DE4 2AJ
If you need to contact us, please e-mail us at: sales@pollymodelengineering.co.uk
Or call customer services on 0115 973 6700
General Terms:
1) Making a contract with us:
By placing an order on this site or by any other means, you are making an offer to buy goods. We will confirm that we have received your order, at which point a contract will exist between us.
If the goods you order are not currently available, or there is and extended delay in manufacturing and/or despatching the item(s)we will advise you of the estimated delay, and you will have the option to cancel your order, or wait until the item(s) is/are available.
2) How to place order:
You may place an order, either by using our online shopping cart system, which includes the facility to change quantities, delete items added to the cart in error, or to clear the cart completely. You may also place an order with us by email or telephone.
For orders placed through our website, the availability/lead time shown on product detail pages is an estimate for guidance only. Therefore if delivery time is critical to you please contact us before completing an on-line order. We will always endeavour to meet these times, but please bear in mind that sometimes delays can occur due to circumstances outside our control. If an extended delay occurs, we will contact you to discuss this.
You do not necessarily have to pay for your order online at the time of placing it - we have off-line payment options which are detailed within the site. However, should you use one of the available on-line payment options, you will be protected by our cancellation policy and by the distance selling regulations which we will comply with, should you change your mind, or discover a problem after placing and/or paying for your order, or after receipt. (See Clause below for more details). See Clause 3 below, with regard to manufactured to order items.
3) SECURITY NOTE: We do not store credit card details nor do we share customer details with any 3rd parties. Our online ordering system, as well as our user registration system, is operated over a secure SSL server connection. Also, we do not handle on-line payments directly through our site - such payments are handled securely by third party, reputable and well known service providers, although the specific service providers used may change from time to time.
4) Goods which are non-stock and/or are made to order: CNC cut platework, special order items AND BESPOKE ITEMS
Certain items, including all made-to-order CNC cut brass platework, certain special order castings, custom made patterns and castings and other made to order items, are subject to their own particular additional terms regarding payment and delivery/collection. These are as follows:
When ordering such custom made items where a lead time is involved, a minimum non-refundable deposit of 25% (+VAT) is required to confirm the order. An approximate completion date may be given, for guidance only. Despatch times for made-to-order work cannot be guaranteed. The balance will then be payable, and will be requested, when completion is imminent and, in all cases, before shipping. Balance must be paid within 14 days of notification that order is complete, whether or not the order is to be shipped or collected immediately. We reserve the right to make a charge for storage if we have to hold finished orders for more than 2 weeks, due to limited storage space. NB: If balance payment is not paid promptly when requested as above, we reserve the right to delay final completion of an order until such payment is received.
5) Despatch / Lead times
Please read the following before placing an order. If you have any queries or concerns about despatch times please contact us for clarification before making your payment.
For Online orders through our website, the availability/lead time shown on product detail pages is an estimate for guidance only. Therefore if delivery time is critical to you please contact us before completing an on-line order. We will always endeavour to meet these times, but please bear in mind that sometimes delays can occur due to circumstances outside our control. If an extended delay occurs, we will contact you to discuss this.
6) Delivery Process & Methods:
For Online purchases, delivery charges are calculated by the website software, based on the weight of items and the available options for shipping. Where more than one option and cost for shipping is available, you may view and select your preferred method at the checkout stage.
Delivery Methods: We generally use reputable carriers for delivery including UPS, TNT and Royal Mail.
We may occasionally arrange to deliver large items to you using our own transport, depending on distance and practicability.
If the goods are lost or damaged in transit, please let us know promptly, so that we can make a claim against the carriers.
Collection from Works: If convenient, you may arrange to call at our premises to collect your order. This is strongly recommended for larger items, particularly CNC cut platework, which can be subject to shipping damage and in any event will incur significant packaging charges if sent.
For details on our estimated despatch and delivery lead times, please see the preceding section above.
7) Cancellation and returns Policy
Exempt Items:
The following cancellation policy does not apply to bespoke items and special order items as above, nor does it apply to non-standard laser cut or machined parts and items made to customer's specifications except where subject to a manufacturing fault. In case of a manufacturing fault or damage during shipping, please contact us immediately to discuss a remedy.
Cancelation and refunds:
Consumers (ie not traders or businesses) have a right to cancel within seven days of their contract with us, or seven days of receipt of the goods (whichever is the longer).
Under the distance selling regulations, you can cancel your contract before delivery, and up to 7 working days after delivery. The definition of 'working day' excludes Saturdays, Sundays and public holidays. To do this, please e-mail us or write to us. We will refund your money, including the original postage charges within 30 days of receiving the returned goods. (Return postage/shipping costs will be the responsibility of the customer). You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.
If you cancel after receiving the goods, you must return the goods to us at your own expense, unused in the condition received. NOTE: You are responsible for the risk of loss or damage when you return goods, so you should take out sufficient insurance to cover their value during shipping/postage.
If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
Our cancellation/return policy or any warranty does not affect your legal rights.
8) Warranty and Faulty goods
All items sold by AT Model Engineering Limited are warranted to be of merchantable quality for use in the model engineering hobby. Items of our own manufacture are subject to our 12 month UK warranty against faulty parts or manufacture.
If there is a problem with the goods, please contact us to discuss the matter further. If the goods are found to be faulty within a reasonable time after delivery, you may reject them and claim a full refund. If a fault is found later on, or if you delay in making a complaint, you may still be entitled to a repair or, if a repair cannot be done without causing you significant inconvenience, a replacement. If a replacement is not possible or practicable, you may be able to claim a part or full refund of your money.
NB: Overseas Orders / Returns In the event of cancellation or a problem with goods either delivered to, or taken to, an address outside of the United Kingdom, please note that we are not responsible for the cost of returning such goods from overseas. You should also note that our business with you is governed under the Laws of England and Wales.
9) Special Notice – Safety Valves
Our safety valves and steam fittings are designed for use on miniature steam locomotives and steam models. Safety valves and pressure relief valves are not preset and should be adjusted and tested according to the application within the regulations, normally under the guidance of a club boiler inspector or other suitably qualified person.
10) Special Notice - Castings
Our lost wax and sand castings are sourced from reputable foundries generally from our own patterns. Production processes mean that some minor imperfections are inevitable and should be treated as a feature of the product. Castings are checked for hardness but any problems should be reported to us for possible remedial action. Significant flaws in castings, blow holes, distortions, etc rendering the castings unfit for the intended purpose will result in replacement/refund of the affected castings. Please contact us for advice on return of affected castings for assessment. We regret we cannot accept liability for machining costs incurred prior to identification of a problem with a casting.
Changes to these terms:
These terms were last changed on 5th October 2023
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.
AT Model Engineering Limited -- Company No. 14518486 -- VAT reg no: GB 429950757