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Returns, Warranties & Repairs
CHANGE OF MIND: 30 DAY REFUND OR EXCHANGE
We are big on happy customers. If you change your mind, then no worries! Just return the unused and unopened item within 30 days of receiving, together with your tax invoice, and we will refund or exchange the item/s for you (your choice!). Postage costs will be at the returner’s expense. Please contact us (email or phone) prior to any returns so we can look out for your items, and have any exchange items ready to send. The process of return or exchange for Change of Mind needs to be completed within 30 days of receiving the product.
NOT WHAT YOU ORDERED OR DAMAGED IN TRANSIT?
We have several checks in place to make sure you get the items that you are after and they reach you in good order. If for some reason you didn’t receive the item you ordered, it’s damaged or simply not what you expected then please let us know within 30 days of receiving so we can organise an exchange or refund, whichever you prefer! For items damaged in transit a picture of the packaging will be required.
As per Change of Mind, the goods will need to be returned in original condition. If the mistake was made at our end, we will happily pay the return postage. Please contact us so that we can organise a postage label for return post.
WARRANTY/ FAULTY: REFUND OR EXCHANGE
If you are having trouble with any of your purchases, and suspect it could be a warranty issue, then please email or phone us to go through your item's history of use and background. We are very reasonable when it comes to faults, and will try and resolve any concerns you have as quickly and painlessly as possible.
Each product is covered by the respective manufacturers warranty policy and some products may have individual components that are covered by separate warranties and time frames. We do not offer any additional product warranties outside the manufacturer’s warranty.
Please discuss any warranty concerns with us before sending the items back to avoid any confusion and unnecessary costs. We will generally require you to send photos of the product with your purchase details for an initial assessment and we will go from there.
Postage costs will be at the returner’s expense and refunded if the product is proven to be covered by warranty.
If the product is required to be sent back to our suppliers for assessment, we will cover this cost.
We will always try to resolve any warranty concerns as quickly as possible, where any delay is incurred we will communicate this to you.
A warranty refers to any new product which has a manufacturing defect or a major failure within a reasonable period.
If the warranty relates to a minor failure then we may replace, repair or refund the item.
On assessment if the product is deemed as having a major failure, the customer can decide whether they would like a replacement, repair or refund.
A warranty does not apply to any wear and tear on a product, crash damage or a product being used outside its intended use.
For further information, please click here.
When sending items back for exchange, refund, repair or warranty assessment please post to our main office at the following address:
Metro Hobbies444 Station Street, Box Hill VIC 3128
Metro Hobbies will reimburse a standard return freight charge for goods deemed to be defective under warranty after assessment.
Returns can also be delivered in person to our Box Hill store (444 Station Street, Box Hill VIC).
Return freight is at the customer’s expense for change of mind returns or exchanges.
Returned products must be received in the same condition as they were received by the customer.
Refund Method: Refunds will be processed once goods are returned back to Metro Hobbies Box Hill (in original condition) using the same payment method and account as the original order ie: Credit Card, PayPal, Bank Deposit, Chq.
A refund cannot be transferred to another Credit Card, PayPal account or Bank Account.
Please allow 2 working days for the refund to be processed by Metro Hobbies.
Please allow up to 7 working days for the funds to clear to your account once the refund has been processed.
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