Return policy

EXHOBBY RETURN POLICY

 

7 Days DOA Product Guarantee

 

If one or more of the items you received are damaged, different, or not working, you will be protected by this Guarantee. Please contact us for Return Material Authorization within 7 days of the order being received.

After returning the product to the address provided by our customer service team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.

 

30 Days No Reason Return

 

If you are not satisfied with your purchase and the product is still in brand new condition, we can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees.

Please contact us for Return Material Authorization within 30 days of the order being received.

 

Missing item(s), wrong item(s) or incorrect package sent

 

During delivery, please make sure the package is in good condition (no sign of being opened) and confirm the contents before signing the package.

 

For any issues, please contact us and follow our warranty process:

1. Provide your order number and the product code (SKU number).

2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

 

Possible Solutions after the problem is confirmed by EXHOBBY:

If there is an item missing, we will resend the missing item/accessory for free within the warranty period.

If we have shipped the wrong item, we will either refund you in full or dispatch an alternative item (if applicable and available). EXHOBBY will decide whether you need to return the wrong product or not and reimburse you for the return shipping fee when we receive it.

 

Additional Note

 

  • If you ordered the wrong item or you no longer want your item, you can return new, unassembled, unused products within 30 days of delivery for a refund. Please note, you are responsible for the cost of return shipping.
  • If your order was shipped using our Free Shipping option, we will deduct the actual shipping cost from your refund amount. Any shipping charges paid by the customer are nonrefundable. 
  • Products that are incomplete, assembled, or used in any way are not eligible for a refund or exchange.
  • Products must be returned in their original packaging with all included parts and accessories. 
  • Ship your package using a "trackable" shipping carrier like UPS or FedEx. We strongly recommend insuring your package for the value of the contents. EXHOBBY is not responsible for lost or damaged packages sent by customers.
  • Clearance and Open Box Items are sold "as is" and cannot be returned or exchanged under any circumstance.
  • Computer software such as Realflight or Phoenix cannot be returned. 
  • If your return is the result of a shipping error (we shipped you the wrong product), we will pay the return shipping costs.
  • Items returned without an Return Merchandise Authorization (RMA) number will be rejected and returned to the customer at their expense.

 

Once we receive your package we will inspect the returned product(s) to ensure they are in new condition. If the returned product(s) are in new condition we will issue you a refund for the original purchase price minus any shipping costs paid by either the customer or EXHOBBY. If the product(s) are received damaged or used, your return will be denied and a customer service team member will contact you to arrange to have the product(s) sent back to you (at your expense).

The entire return process usually takes 10-15 business days. This time period includes the transit time for us to receive your return from the shipper (5 to 8 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (1 to 2 business days).

 

How to request warranty (return, repair, and refund) and notes

 

If your item has an issue, please contact us

Please carefully follow our warranty process to minimize any delays:

1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).

2. Tell us what steps you have already taken to resolve the issue.

3. Provide the item code indicated on the outer packaging.

4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

 

NOTE:

You need to provide a clear photo or video showing the product problem/order / SKU number.

1. Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s).

2. If the product is returned more than one month after the receipt, or if the product is returned for customer reasons (including non-satisfaction, wrong size, change of mind), the customer is responsible for the shipping fee.  For non-customer-related returns within one month, EXHOBBY is responsible for the shipping fee, and the customert must return it using the shipping method EXHOBBY prescribes.  In all return situations, the customer must provide the tracking number. 

3. Customers must contact us before returning an item. Returned items without Return Merchandise Authorization (RMA) will not be accepted. For incomplete warranty requests, EXHOBBY reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA Form), sends to the wrong address, returns an incorrect item, or submits an empty package, EXHOBBY reserves the right to refuse any compensation.

4. For No Reason Return, you need to ensure that the product package is intact and all accessories are complete and unused. Clothing and other items must be new, unwashed, and still have the labels attached.

5. Customers must return the item by the shipping method specified by EXHOBBY, usually registered mail is required.

6. All returns will be checked by our technical team upon arrival. If the returned product cannot be repaired, EXHOBBY will provide an alternative solution.