Hobby Gunpla Store Return & Exchange Policy

At Hobby Gunpla, customer satisfaction is our priority. If you’re not completely happy with your purchase, we’ve put together a clear and easy-to-follow return and exchange policy to ensure a hassle-free shopping experience. Please take a moment to review the policy below.

Eligibility for Returns

• Return Window: You can request a return within 30 days of receiving your order. Returns outside this period will not be accepted.
• Condition: Items must be returned in new, unused, and unopened condition, with all original packaging, parts, and accessories intact.
• Non-Returnable Items:
  • Opened and used products, including kits that have been assembled or partially assembled.
  • Products that have been damaged due to misuse, improper assembly, or external factors.
  • Clearance items, gift cards, and special-order items are non-returnable.

Return Process

1. Initiate Return:
   • Contact our customer service at sales@hobbygunpla.com or via our website’s contact form to request a return. Include your order number, reason for the return, and a photo if the item is damaged or defective.
   • We will provide return authorization and instructions on how to ship the item back to us. Do not ship items without authorization, as they will not be accepted.
2. Prepare the Return:
   • Repack the item securely in its original packaging. Include all parts, manuals, and accessories to avoid any additional fees.
   • We recommend using a trackable and insured shipping service for your return to ensure it reaches us safely. Hobby Gunpla is not responsible for lost or damaged returns due to improper packaging or untracked shipments.
3. Return Shipping Costs:
   • Customers are responsible for the cost of return shipping unless the return is due to a Hobby Gunpla error (e.g., incorrect or defective item).
   • In the event of an error on our part, we will provide a prepaid shipping label.

Inspection and Restocking Fees

• Once your return is received, our team will inspect it to ensure the item is in resellable condition.
• Items that are not returned in their original condition, or are missing components, may incur a restocking fee of up to 20%, depending on the extent of the issue.
• Refunds or replacements will be processed within 5-7 business days after inspection.

Refund Policy

• If your return is approved, a refund will be issued to your original payment method. Please note that:
  • Shipping charges from the original order are non-refundable unless the return is due to our error.
  • Refunds may take 5-10 business days to appear on your account, depending on your bank or payment provider.

Exchanges

• Exchanges are accepted for unopened and unused items within the 30-day return window.
• To exchange an item, please follow the return process above and specify that you would like an exchange instead of a refund.
• You will be responsible for the cost of shipping the replacement item unless the exchange is due to a Hobby Gunpla error.

Damaged or Defective Items

• If you receive a damaged or defective item, please notify us within 7 days of receiving the item. We may ask for photos of the damage or defect to process your claim quickly.
  • If the item is confirmed as defective or damaged, we will send a replacement or issue a full refund (including original shipping costs).
  • Hobby Gunpla reserves the right to request that the defective or damaged item be returned to us before issuing a refund or replacement.

Lost Packages

• If your order does not arrive within the expected timeframe, please contact us at sales@hobbygunpla.com. We will help track the package with the shipping carrier.
• Please note that Hobby Gunpla is not responsible for packages lost due to an incorrect shipping address provided by the customer.

Important Notes:

• International Orders: All international return shipping costs are the responsibility of the customer unless there was an error on our part.
• Sale Items: Products purchased during sales or promotions are final sale and not eligible for returns or exchanges unless defective.
• Custom and Special Orders: Custom or special-order items are non-returnable and non-refundable unless damaged or defective upon arrival.

Contact Us

For any questions or assistance regarding returns, exchanges, or other policies, please contact us at:

Email: sales@hobbygunpla.com
Phone: 713-788 6982

Our team is here to ensure you have a positive shopping experience with Hobby Gunpla!