Refund policy

Sometimes, items can be dodgy and it's not really anyone's fault. Manufacturing errors happen from time to time, and sometimes the courier managed to really mess up some people's orders. Please take the time to review our returns and refund policy below, since they are linked to one another.

The only way for us to give a refund on the product you purchased, is for you to firstly initiate a return process.

 

Fraudulent Orders

Canberra Hobby Centre will automatically cancel orders that triggered a "High Risk of Fraud" warning by Shopify and any of our payment providers. We also have the right to verify if an order is fradulent by contacting the customer. Usually we would ask for a photo of their formal government ID, and proof of residency. This is because orders made with fradulent credit cards, more often than not, would have mismatched names, and sent to a warehouse at a different location.

Most of the time, "High Risk of Fraud" orders can be triggered from family members/ friends buying gifts to another person (hence, mismatched names, etc). We would first confirm this with the customer by e-mail and phone call. We would then redirect the customer to use other payment methods such as Paypal. 

If we have evidence, beyond any resonable doubts, that a purchase is made with a stolen credit card, we will proceed to forward this data to the relevant authorities. TLDR: Don't use stolen credit cards, period. It's not worth the criminal sentence.

 

Returns Policy

  • To return an item to us, the item must be new, unopened, and within 15 days of delivery in order to be considered for a full refund.
  • You must also provide a valid receipt / invoice within 12 months of purchase.
  • We will pay the return shipping costs if the return is a result of our error (packaging error, we sent you a torn decal, etc)
  • Damage to product packaging or boxes are not considered product damage. We are only able to consider returns in cases of damage or defects of the actual merchandise itself. Most of our kits are shipped to Australia via freight, and sometimes, they come with slight wear and tear on the boxes! If the boxes or contents are truly beat up, we usually put them up for sale under our "Victims of the High Seas" event.
  • We reserve the right to reject claims of manufacturing defects on items in cases of obvious user abuse

If you need to return an item, please message us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

 

Refund Policy

To be eligible for a refund, we must firstly receive the affected item from your order. Please review returns policy above. We will then review the item and determine its' eligibility for a full refund.

Criteria for an immediate full refund:

  • Genuine manufacturing defects of the actual merchandise itself
  • Our own error in sending the item (e.g: sent the wrong order)
  • Item has been returned to us in its' original packaging, unopened, and in working condition
  • A full refund of missing item(s) in a customer's order will only be approved if the customer provided us with an unboxing video in full proximity to verify the missing item(s) from the order.

A refund may be considered if:

  • The shipping carrier damaged your parcel when delivering the goods (we will open a dispute with the shipping carrier together, and lodge a compensation)
  • An item has been opened, but the packaging is still in very good condition and can be re-sealed, and the item is still in a good, sellable condition

A refund is not eligible if:

  • The item has been damaged through user abuse (we will investigate by liaising with the manufacturer, to see if the damage is user-inflicted, or a potential manufacturing defect)
  • An item is returned to us because customs/ import fees are not paid. This counts as "change of mind".
  • An item has been opened and used, and therefore in a non-sellable state (for example, a paint bottle has been opened and used, and you decide you don't like the colour. No refunds for that, sorry.)
  • The item has been sent using Economy methods (no tracking). As per our terms of service, Canberra Hobby Centre is not responsible for any loss of packages resulting from this method being chosen as the primary shipping method.
  • The item purchased is a SALE ITEM or a PROMOTIONAL ITEM. This will be clearly mentioned on the item page.
  • The item is working perfectly, but the box arrived with some wear and tear. Some wear and tear on outer packaging is always expected during transit, and therefore not eligible for a refund.
  • The item has been delivered to the recepient, but was then stolen from the premises. We understand that it must be frustrating to have your items stolen, but we cannot provide a refund if the items have been stolen :(