RETURNS POLICY
The Hobbies Factory is aims to provide customers with top quality products and service. At times returns are required and below we have detailed how to return a product to The Hobbies Factory.
14 Day Return Guarantee
We offer a 14-day return policy for any unopened, undamaged product in original condition if you have changed your mind or the product is not what you wanted.
Contact us within 14 days of delivery and we will gladly accept your return. Please package and ship it back to us. You must make sure that the returned product is suitably packaged to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
Please note, for change of mind returns, it is the customers responsibility to pay for return postage.
Once the goods are received we will organise the replacement, credit or refund
Incorrectly Shipped Products
If you have received the wrong item, please contact us within 14 days of delivery so we can arrange the correct items to be shipped out, and for return of the item received. We may require a photo of the product so we can verify.
Please keep the products in their original packaging and we will send you a return shipping label. Print it out, attach to the package; and either take to Australia Post, or for larger items we can arrange a courier to collect the items.
You must make sure that the returned product is suitably packaged to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
Damaged Products
If you have received a damaged item, please contact us within 14 days of delivery so we can arrange replacement items to be shipped out, and for return of the damaged item. We may require a photo of the product so we can verify.
Please keep the products in their original packaging and we will send you a return shipping label. Print it out, attach to the package. We will let you know whether to return it to Australia Post, or if we can arrange a courier to collect the item.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
You must make sure that the returned product is suitably packaged to prevent further damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
Faulty products
If you have received a faulty item, please contact us so we can arrange the product to be returned to us for assessment. We may check manufacturer standard warranty to verify the product is still under warranty before we arrange a return label.
Please keep the products in their original packaging and we will send you a return shipping label. Print it out, attach to the package. We will let you know whether to return it to Australia Post, or if we can arrange a courier to collect the item.
A copy of the original invoice or reference number must be included with the returned product. If proof of purchase is not provided, we may not be able to offer a replacement product, credit, or refund.
You must make sure that the returned product is suitably packaged to prevent further damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us.
Upon receipt of a faulty product, we will either test the product ourselves or return the product to the manufacturer or supplier for assessment. Goods that require testing may take up to 30 business days.
If a fault is detected, and is not due to wear and tear, or misuse, we will offer you a replacement, credit, or refund.
If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty, then a replacement, credit or refund may not be provided. We may offer to repair the product at your cost. We will provide an estimate of any charges before commencing with any repairs.
Processing Credits & Refunds
We will normally issue a credit note within 10 business days of us receiving the goods returned in accordance with this policy. Goods that require testing may take up to 30 business days. The credit notes which are issued can then be used as a payment against future purchases or converted to a refund.
All refunds will be returned to the payment method used for the original purchase. If for any reason we cannot refund to the original payment method, we may require ID to be sighted to verify identity, or offer store credit in lieu of a refund.
Should you require further information, please feel free to contact us.
