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Return Policy

Returns and Refunds

We are big on happy customers! If you are unhappy with the product you have received or there is a problem, we want to help. We recommend reading through our returns and warranty information below and our terms and conditions prior to shopping with us so you know what to expect and understand your rights under Australian Consumer Law.

Your Consumer Rights

As a consumer, you are entitled to consumer guarantees as outlined by the Australian Competition and Consumer Commission (ACCC). If the item you have received has a major fault, you are entitled to request a replacement or refund. If the fault does not amount to a major fault, you are entitled to have the faulty parts repaired or replaced.

If you change your mind within 30 days of receiving your items, no worries—we will refund or exchange the item/s for you (your choice!), subject to the following conditions:

  • Proof of purchase is provided.
  • The item/s are in saleable condition, meaning:
    - The item is not damaged
    - The item is unopened
    - The item has not been used
    - The item has all original packaging including manuals, sticker sheets, accessories, and all seals and/or plastic wrapping are intact.
  • It is within 30 days of receiving the item.

Postage costs will be at the returner’s expense. Items not received by us will not be eligible for a refund or exchange, so we recommend sending your returns via registered post with tracking.

If an item is returned outside our Change of Mind policy period, you will be required to pay postage to have the item sent back to you.

Please head over to the Metro Hobbies Contact Page prior to sending any returns so we can look out for your items and have any exchange items ready to send.

Change of Mind Exclusions

We do not offer change of mind returns on the following items:

  • Faulty Radio Control cars, planes, drones, boats, and helicopters (please contact our support team for warranty assistance).
  • Faulty train sets or locomotives (please contact our support team for warranty assistance).
  • Faulty slot car sets or slot cars (please contact our support team for warranty assistance).
  • DJI products that have been activated or have broken seals on the box.
  • Unsealed consumables (paints, glues, thinners, etc.).
  • Gift cards.

My Item Arrived Damaged

We have several checks in place to ensure your items reach you in good condition. Damaged or defective items must be assessed by our customer support team before a refund or replacement can be issued.

If an item you received is damaged, please visit the Metro Hobbies Contact Page. Be sure to include a photo of the item, the box it was sent in, and the damage, along with your order number. Our customer support team will work to resolve the issue as quickly and painlessly as possible.

Note: Damaged outer transit boxes or product packaging alone are not considered damaged products under this policy.

To request a return, head over to Metro Hobbies Contact Us and provide your Invoice/Order number, the reason for your return, and your desired outcome. Our team will follow up with a product returns form to include with your package.

How to Pack Your Items

We make sure your orders are securely packed to avoid damage in transit. If you have the original box and packaging your order arrived in, please pack it up as received.

Alternatively, please ensure returning products are placed inside a sturdy shipping carton and properly secured with protective packaging (bubble wrap, paper filling, etc.). Remember to include a copy of your completed returns form inside the box.

Missing Pieces

If your item arrives with parts missing, please visit Metro Hobbies Contact Us and select "I have an issue with my order". Provide your order number and details about what is missing so our team can assist you ASAP.

Missing Puzzle Pieces

If you complete a puzzle only to find a piece missing, please check your surrounding area carefully first. If it is still missing, contact our support team with your order number and a photo of your almost-completed puzzle. We will contact the supplier to source a replacement piece or new puzzle for you.

Missing LEGO Parts

LEGO handles missing pieces directly with customers. If your set is missing a part, visit the official LEGO Replacement Parts Service and LEGO will arrange to ship the required pieces directly to you.

Incorrect Item Received

If you have received an incorrect item in your order, please contact our Customer Support team as soon as possible with your order number and details of the item received in error. Our support team will resolve this for you as quickly as possible.