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Repairs, Returns and Refunds

Hobby City Returns Policy

At Hobby City, we want you to be completely satisfied with your purchase. We understand that sometimes things don't work out as planned. This policy outlines our procedures for returns, refunds, and exchanges.

1. Your Rights Under Consumer Law:

Our returns policy is in addition to your rights under Australian/New Zealand Consumer Law (depending on your location). You are entitled to have the goods repaired, replaced, or refunded if the goods fail to be of acceptable quality.

2. Change of Mind Returns:

We may offer a return for change of mind on certain items, at our discretion. This is subject to the following conditions:

  • The item must be returned within 28 days of purchase.

  • The item must be in its original, unopened, and unused condition, including all original packaging, tags, and accessories.

  • You must provide proof of purchase (e.g., receipt, order confirmation, or at the very least, an order number).

  • Return shipping costs for change of mind returns are the responsibility of the customer.

  • If a change of mind return is approved, we will offer an exchange, store credit, or a refund to the original payment method.

  • Please note: Certain items, such as opened paints and special order items, are not eligible for change of mind returns.

3. Faulty or Damaged Goods:

If you receive a faulty or damaged item, please contact us within 7 days of receiving your order.

  • We may require you to provide photographic or video evidence of the fault or damage.

  • Depending on the nature of the fault, we will offer one of the following remedies:

    • Repair: We will arrange for the item to be repaired.

    • Replacement: We will replace the item with a new one (subject to availability).

    • Refund: We will provide a full refund to the original payment method.

  • Return shipping costs for faulty or damaged goods will be covered by Hobby City. We will provide you with a pre-paid shipping label. If you are in the Auckland area, please return the item to our store at 62 Lunn Ave, Mt Wellington, Auckland, 1072.

  • If the item is deemed not to be faulty upon inspection, you may be responsible for the return shipping costs.

4. Warranty Claims:

  • Some products come with a manufacturer's warranty. The details of the warranty will be included with the product.

  • To make a warranty claim, please contact us with proof of purchase and a description of the issue.

  • Warranty claims are subject to the terms and conditions of the manufacturer's warranty.

  • We handle warranty claims directly for most products. Please contact us to confirm the warranty process for your specific item.

5. Returns Process:

NB: Please do not return any item to us without prior approval.

  • Contact Us: Before returning any item, please contact us by Email. This allows us to understand the issue and provide you with the necessary instructions.
  • Provide Information: Please provide your order number, a description of the item you wish to return, and the reason for the return.
  • Packaging: Ensure the item is securely packaged to prevent damage during transit. Use the original packaging if possible.
  • Shipping: Follow the instructions provided by our customer service team regarding shipping the item back to us.
  • Inspection: Once we receive the returned item, it will be inspected to determine the appropriate resolution.
  • Resolution: We will contact you to inform you of the outcome of the inspection and the chosen resolution.

6. Repairs and Spare Parts:

We offer repairs and spare parts on some radio control items. Please follow the same process as for warranty returns (Section 5). There will be a charge for out-of-warranty repairs.

7. Exclusions:

We are not responsible for damage caused by:

  • Misuse, accident, neglect, or improper maintenance.

  • Modifications or alterations to the product.

  • Use of the product outside of its intended purpose.

  • Commercial use, which specifically voids warranty and the consumer guarantees act.

8. Refunds:

  • Refunds will be processed to the original payment method within 3 business days of approval. Please note that banks may take longer to return the funds to your credit card.

  • Shipping costs are non-refundable unless the item is faulty or damaged.

9. Contact Information:

If you have any questions about our returns policy, please contact us:

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