At Hobby Hideaway, we want you to be completely satisfied with your purchase. If you are unhappy with your product or if an issue arises, our return and exchange policy is outlined below to help you resolve it quickly.
1. Exchanges and Refunds (Regular Merchandise)
If you change your mind about a standard, in-stock purchase, you may return the regular merchandise within 7 days of the date of purchase (or the date of delivery for shipped orders) for a refund or exchange, provided that:
- The item is unopened and completely unused.
- The item is in its original packaging and in resalable condition.
- You can provide proof of purchase (your receipt or order confirmation).
Refund Process: Approved returns will be refunded to the original method of payment. For shipped orders returned due to a change of mind, the original shipping charges are non-refundable, and the customer is responsible for all return shipping costs.
2. Exceptions and Non-Returnable Items
Certain types of items cannot be returned for a change of mind:
- Batteries: For safety, quality assurance, and to ensure we never sell compromised power sources, all battery sales are final sale.
- Clearance Items: Any items marked as final sale or clearance at the time of purchase cannot be returned.
- Gift Cards: Gift cards cannot be returned or redeemed for cash.
3. Special Orders, Pre-Orders, and Restocking Fees
Special-order and pre-order items are brought in or manufactured specifically for you. Because processing these orders incurs immediate, non-refundable costs (including payment processing fees and vendor commitments), voluntary cancellations and returns are restricted.
- The Restocking & Administrative Fee: If you choose to voluntarily cancel a special order or pre-order, or return it (where permitted), a 20% restocking and administrative fee will be deducted from your refund balance.
- Cooling-Off Period: For online or phone orders, Ontario law provides a 7-day cooling-off period. If you cancel within 7 days of receiving your written order confirmation, you will receive a full refund without penalty. After 7 days, the 20% fee applies.
4. Damages, Defects, and Issues
Please inspect your order immediately upon reception.
- Transit Damage or Missing Parts: If your package arrives visibly damaged or is missing components, you must report it to us within 3 calendar days (72 hours) of delivery. Please retain all packaging and take photos of the damage so we can file a carrier claim on your behalf.
- Manufacturing Defects: If you open your item and discover a hidden manufacturing defect or mechanical failure, please contact us immediately. We stand behind the products we sell and will work directly with the manufacturer to resolve the issue.
- Warranty Resolutions: For defective goods, our primary remedy is to provide replacement parts or exchange the product for a full item replacement. We will guide you through the manufacturer's warranty process to get you back up and running.
5. Contact Us to Start a Return
To start a return, report damage, or ask a question about your warranty, please contact our support team. Do not mail items back to us without contacting us first, as unauthorized returns may not be accepted.
- Email: info@hobbyhideaway.ca
- Phone: 613-983-4229
- In-Person or Return Shipping Address: Hobby Hideaway 112-1455 Youville Dr Orleans, ON K1C 6Z7
Nothing in this policy limits any non-waivable statutory rights, cancellations, or warranties available to you under the Ontario Consumer Protection Act.