At Hearns Hobbies we want our customers to be completely satisfied with their purchase and we understand that you may need to return a product, please see below our returns policy.
We recommend you read our Returns Policy as well as our Terms and Conditions prior to making a purchase from our store, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law. Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. We adopts the same approach. The type of remedy we can offer may also vary depending on how long it takes you to return the product to us.
For any product return, please follow our returns Policy procedure. This includes products that carry a manufacturer’s warranty. Any cost incurred by you in returning the item to us will be borne by you.
We also recommend you immediately inspect any goods that we deliver to you or that you collect from an Hearns Hobbies store/warehouse, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
If you have any questions about this policy, please contact our friendly and knowledgeable Customer Service Team on (03) 9614 3603
CHANGE OF MIND:
Please choose carefully as full refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. Nonetheless, as part of our 100% satisfaction guarantee, we can provide either a credit or exchange under these circ*mstances, as long as the item is returned to us in sale-able condition and meets the criteria outlined in our guarantee.
PRE-ORDER & BACKORDER ITEMS:
Where there is a limited edition product, new release or a backorder/non-stock item we will ask for firm commitment: a deposit or a payment in full. When placing a deposit for pre-order/backorder items you are accepting that this is not refundable. In the case where we can not confirm the price upfront and the price is substantially different to what was advertised then we will accept to refund the deposit otherwise in any other case the deposit is not non refundable.
Pre-order item prices may change upon receipt of products in store. This price may change due to manufacturer request/situations out of our control.
WHAT SHOULD I DO IF I AM HAVING DIFFICULTIES WITH GETTING MY PRODUCT TO WORK?:
If you are experiencing problems operating your product, we strongly recommend that you contact our customer service team on (03) 9614 3603
Before you send your product back to our service team, we encourage you to first double check the manual to ensure set up is all correct. We also encourage customers to contact us so that we can assist you to perform some basic troubleshooting with our customer service team over the phone.
PLEASE RETAIN YOUR RECEIPT:
In order to obtain a refund, credit, exchange or to repair a product purchased from Hearns Hobbies, including those products which carry a manufacturer's warranty, you must have clear proof of purchase – e.g. a receipt or website confirmation email. If we are not 100% certain that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return or refund. We will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. Hearns Hobbies cannot provide copies of receipts if lost or misplaced.
GOODS DAMAGED IN TRANSIT & INSURANCE:
If any product ordered by you arrives damaged then it is advised to contact the carrier of your item. You may receive compensation/refunds from said carrier in accordance with the carriers terms and conditions. Hearns Hobbies IS NOT responsible for refunding or replacing a damaged/broken items with no insurance. It is highly recommended by Hearns Hobbies to opt for additional Insurance or "Extra Cover" to protect your delivery for any such occurrences, however by default this option is not applied and is at the discretion of the buyer to select upon checkout.
Read more on our Shipping Policy page about insurance: https://www.hearnshobbies.com/policies/shipping-policy
DELIVERY CHARGES:
Where Hearns Hobbies considers the service level by our nominated third party delivery company to have breached a consumer guarantee, any shipping costs to return the goods to Us will be at our cost.
RETURNS AND REPAIRS:
You may return goods we have delivered to you by mail. Please contact our Customer Service Team on 03 9614 3603 initially for further advice or lodge your return online. You must include a service and returns form with your product.
All refunds are subjective to a restocking fee (20%) of the original order.
You may also contact or visit the our Store where you collected or purchased your goods, one of our staff member will assist you with any return or repair.
This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement or credit. Goods must be returned within a reasonable time. This time-frame may vary from product to product and may depend on the type of product you purchased and the price you paid. If any goods cannot be easily returned to us, due to their size, or other such circ*mstance, please contact our Customer Service Team and we will arrange alternative assessment of the goods. Goods returned for repair will be assessed and/or repaired within a reasonable time.
You may be provided with an indicative repair time, which may vary due to reasons beyond ours or the repairer's reasonable control, such as part availability, incorrect fault description or manufacturer/distributor delay.You may also be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer's warranty do not apply.
We may provide you with an indicative fee, this fee may vary due to reasons beyond our control.
PRODUCT ASSESSMENT:
The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine remotely (for example if it is an electrical or battery item), we will need to consult with the manufacturer or distributor to determine the fault and resolution.
The manufacturer or distributor will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer or distributor, the manufacturer or distributor will determine whether:
- There is no fault found
- There is a minor fault which can be easily repaired within a reasonable time frame
- There is a major fault found and the customer is to be offered a replacement, credit or a refund
- The product has been damaged or abused through misuse.
Where there is no fault found, the product will be returned to you.
Where the manufacturer or distributor’s assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option, that you compensate us for any fee imposed on us by the manufacturer or distributor in relation to this assessment.
Unfortunately, Hearns Hobbies cannot offer a refund, credit or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Us, the manufacturer or distributor.
If the product does not match its advertised description, we will provide you with a choice between a credit to the value of the item purchased or an exchange.
REFUNDS:
When applicable, refunds will be made by us via the method of payment you used to make your online purchase or via store credit (refund can not be done with cash). Whether to grant a cash refund or store credit is at the discretion of our staff. Refunds will normally be processed within seven (7) days. If you are granted an exchange for the reason of not having proof of purchase, you will be given an exchange or credit to the value of the lowest recorded system price as its purchase date cannot be determined.
AUSTRALIAN CONSUMER LAW OUTLINE:
All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
There are nine consumer guarantees that apply to goods you purchase:
- Acceptable quality.
- Fit for a particular purpose
- Match description
- Match the sample or demonstration model
- Express warranties will be honoured
- Spare parts and repair facilities will be available for a reasonable time after purchase
- Title to the goods
- Undisturbed possession of the goods
- No undisclosed securities on the goods
Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.
There may be circ*mstances where you are not entitled to a remedy.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.
CONTACT US
If you have any questions or concerns relating to your order, then please contact our service support team immediately via our:
Contact Us Page
