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Shipping & Returns

Hobbyrama is committed to fast, safe delivery and fair returns. This page explains our shipping process, refund and exchange terms, and warranty procedures under the Australian Consumer Law (ACL).

1. Shipping & Delivery Policy

After placing your order online, you will receive an automatic confirmation email within a few minutes. Orders are typically dispatched within 1 business day using your selected delivery method.

  • If your chosen freight method is unsuitable for the item’s size or weight, Hobbyrama may upgrade to a courier service at no extra cost to ensure safe delivery.
  • Orders exceeding 5 cubic kilograms or items over 1050 mm in length cannot be shipped to PO Boxes — a street address is required.
  • If an item is unavailable, we will notify you and ship as soon as stock arrives.

Address Accuracy

It is your responsibility to provide the correct shipping address, including postcode, at checkout. Orders are often picked and packed immediately. If an incorrect address is provided, Australia Post will return the parcel to us and additional postage fees may apply. Incorrect addresses may also cause significant delays.

Tracking Your Order

When your order is dispatched, you will receive an email with your Australia Post or courier tracking number. For updates, contact the carrier directly using that tracking number. For any concerns about shipping status, you can reach us at hobbyman@hobbyrama.com.au.

2. Refund & Returns Policy

We want you to be happy with your purchase. Please read the following carefully to understand your options:

  • We do not provide refunds for change of mind or incorrect choice. In these cases, we may offer an exchange or store credit.
  • If an item is wrongly described, faulty, or not fit for purpose, a replacement, repair, or refund may be offered under the ACL.
  • Returned products must be in their original condition and packaging, unused and undamaged.
  • Buyers are responsible for return postage and insurance unless the item is confirmed defective under warranty or ACL rights.
  • We recommend using registered or insured post for all returns, as Hobbyrama cannot be held liable for items lost or damaged in transit.

Reporting a Damaged Item

If you receive a damaged item, please email us within 14 days of receipt, including:

  1. The product code and order number (found on your invoice or confirmation email)
  2. Your name and contact details
  3. Clear photos showing the damage

Send this information to hobbyman@hobbyrama.com.au. We will review your case and advise how to return the item if necessary. Items should be securely packaged and include a copy of your invoice.

Return Address

All returns should be addressed to:

Hobbyrama Returns
3/482 Stafford Road
Stafford QLD 4053
Australia

3. Warranty, Product Guarantee & Repairs

All Hobbyrama products are covered by guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a repair, replacement, or refund in the case of a major failure, and to compensation for other reasonably foreseeable losses. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the issue does not amount to a major failure.

Making a Warranty Claim

If you believe an item is faulty or not performing as expected, please contact us to begin a warranty claim. You can lodge a claim by:

  • Visiting any Hobbyrama retail outlet
  • Submitting an enquiry via the Contact Us page
  • Posting the product to our Repair Centre, 3/482 Stafford Road, Stafford QLD 4053
  • Calling us on (07) 3352 3333

To process your claim, please provide:

  • Proof of purchase (receipt or order confirmation)
  • A description of the issue or fault
  • Clear photographs (if applicable)

Returning a Product for Warranty

Once a claim is accepted, we may request that you return the product for inspection. Please ensure the item is clean, securely packaged, and accompanied by a copy of your invoice. Unless otherwise agreed, return shipping to our repair centre is payable by the customer. If a defect is confirmed under warranty or ACL rights, Hobbyrama will cover the cost of replacement, repair, or refund — including reasonable return postage.

Assessment & Repairs

All warranty evaluations are performed by a qualified Hobbyrama technician or the product’s authorised manufacturer. If the item is confirmed to be faulty, it will be repaired or replaced (at our discretion) within approximately 7 business days, subject to parts or replacement availability.

If an item is found not to be defective or the issue is due to misuse, accidental damage, or modification, Hobbyrama reserves the right to charge for the assessment or repair work.

Liability & Consumer Rights

Except where Hobbyrama fails to meet a consumer guarantee under the ACL, we are not liable for any indirect or consequential loss resulting from product faults. Nothing in this policy excludes, restricts, or modifies any right or remedy you have under the ACL or other applicable consumer protection laws.

6. Contact Us

If you have questions about shipping, returns, or warranty support, contact us at:

Email: hobbyman@hobbyrama.com.au
Phone: (07) 3352 3333

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