At Hobbies Online, customer satisfaction is our priority, and we understand how frustrating a faulty product can be. That’s why we aim to make the return or warranty process as smooth and efficient as possible.
Your Consimer Rights
As an Australian consumer, you are covered by the Consumer Guarantees set by the Australian Competition and Consumer Commission (ACCC).
- If an item has a major fault, you have the right to request a replacement or refund.
- If the fault is minor, you are entitled to have it repaired or replaced.
Change of Mind Returns
Changed your mind? No worries! We offer refunds or exchanges within 30 days of receiving your item, provided the following conditions are met:
✅ You have a valid proof of purchase.
✅ The item is in resalable condition, meaning:
- It is undamaged and unopened.
- It has not been used.
- It includes all original packaging, accessories, manuals, sticker sheets, and intact seals/wrapping.
📌 Return Shipping Costs: You are responsible for return postage. We strongly recommend using registered post with tracking, as we cannot process a refund for items we do not receive.
⏳ Late Returns: If your return is outside the 30-day window, you will need to cover postage costs to have the item sent back to you.
Before sending a return, please Contact Us so we can assist you and prepare any exchange items in advance.
Change of Mind Returns – Exclusions
We do not accept change of mind returns for:
- Faulty RC Cars, Planes, Drones, Boats, and Helicopters (follow our Warranty Process).
- Faulty Train Sets & Locomotives (follow our Warranty Process).
- Faulty Slot Car Sets & Slot Cars (follow our Warranty Process).
- Unsealed Consumables (e.g. Paints, Glues, Thinners, etc.).
Damaged Items on Arrival
We take extra care in packaging and shipping your orders, but if your item arrives damaged, our Customer Support Team will assess the issue before offering a replacement or refund.
If you receive a damaged item, please Contact Us and provide:
📸 Clear photos of:
The damaged item.
The box & packaging it was shipped in.
🛍️ Your Order Number
🔹 Please note: Damage to packaging or outer boxes is not considered product damage.
How to Request a Return
To initiate a return, Contact Us with:
- Your Invoice/Order Number
- Reason for the return
- Your preferred resolution (refund or exchange)
Our Customer Support Team will send you a Product Returns Form to complete and include with your return package. This helps us track and process your return efficiently.
How to Pack Your Return
We take great care in packaging your orders to prevent damage during shipping. If you need to return an item:
✅ Use the original box and packaging whenever possible.
✅ If the original packaging isn’t available, ensure the item is packed securely in a carton with protective materials like tissue, newspaper, or bubble wrap.