Exchange and Refund Policy

THE FOLLOWING RETURN POLICY APPLIES TO GENERAL ONLINE PURCHASES: 

Returns and Exchanges are available if initiated within 48 hours of receiving your package for store credit only (excluding items listed below). You must email customer service within three days to request the return or exchange, any claims made after 48 hours will NOT be accepted. Shipping and handling fees are not refundable.

All items must be returned in their original condition; unused, unopened, including packaging. We cannot accept items that have been worn or altered- they will be shipped back at the customer’s expense. Customer is responsible for shipping and handling charges for the exchanged item, actual shipping cost may be greater than the promotional offer.

Kindly contact us first via email before sending out the parcel for faster and better customer service. You will be issued a return authorization number to include in your package. Customer Service Email: sales@hobbyzone.co.nz

DAMAGED, DEFECTIVE OR WRONG ITEMS:

WE MAKE THE BEST EFFORTS TO ENSURE THAT ALL ORDERS ARE CAREFULLY INSPECTED BY OUR STAFF FOR DAMAGES AND DEFECTS PRIOR TO LEAVING THE WAREHOUSE.

In the case of defective or wrong items, please contact customer service via e-mail sales@hobbyzone.co.nz within 48 hours of delivery and provide the nature of the defect.

Any claims made after 48 hours will NOT be accepted. Our excellent customer care team will work with you to resolve the situation. If a damaged item is received due to rough delivery, Hobby Zone is not liable for these damages, and claims need to be made with the carrier company.

In a case of a Manufacturer defective item or a wrong item sent to you, you may choose from the following options: 

  • A store credit will be issued to you. A store credit is a unique coupon number that is emailed to you. You can use it towards any future purchase on www.hobbyzone.co.nz. A store credit never expires. 

  • Exchange it for the same item


What is a Manufacture Defective Item and how do I make a claim?

  1. “Manufacture Defect” is defined as a frailty or shortcoming in a product resulting from a departure from its design specifications during production. 

  2. You must notify Hobby Zone about defective or wrong items within 48 hours of delivery. 

  3. Email us at sales@hobbyzone.co.nz with the invoice number, contact information, and a list of defective items. 

  4. For each item you must submit a photo or video of the defective item and its packaging materials and describe the damage that has occurred. Damages without accompanying documentation are NOT accepted. 

  5. Please keep the shipment packaging in case of inspection by the shipping company.  

  6. Once we have received the claim from you, along with the product images, our customer representative will inspect your order and contact you within five (5) business days. 

  7. On approved damaged items that are $20.00 or less, you will receive an email with a store credit to be used during any future order on www.hobbyzone.co.nz. For items over $20.00 you may choose from the following options: 

  • Store credit to be issued to you
     
  • Exchange it for the same item
     
  • A refund 

 

REFUSED AND UNCLAIMED SHIPMENTS:

Any refused or unclaimed packages will be charged all actual shipping costs. Shipping carriers charge for both to and return shipments. 

Actual shipping costs may be higher than what you were charged for during checkout due to our discount shipping charged to our customers.

SHIPPING:

You will be responsible for paying your own shipping cost for returning your item. 

Shipping costs are non-refundable