Refund policy
Return Rules Summary
- Returns accepted for 30 days
- Customer provides return shipping
- No restocking fee
- No final sale items
We have a 30-day return policy, which means you have 30 days after purchasing your item to request a return.
To be eligible for a return, your item must be unopened and have intact internal packaging and in its original condition/packaging. Please keep your packing slip to place back into return shipment.
To start a return, please sign into My Account
Please include your original packing slip and ship returns to:
HOBBY GUNDAM USA
1306 SW 30TH ST
FORT LAUDERDALE, FL 33315
If your return is accepted, we’ll email you instructions and the address to send it to. For standard returns (for example, you changed your mind), you pay the return shipping. We send a prepaid return label only if we sent you the wrong item. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@hobbygundamusa.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Shipping Damage & Box Condition
Every order ships inside a protective shipping box. Sometimes carrier handling damages the shipping box, and the kit's retail box inside gets dented, creased, or crushed as well. The retail box is packaging, not part of the kit. Damage to the shipping box or retail box alone does not qualify for a free return or refund, as long as the runners, parts, and instructions inside are complete and undamaged.
If the contents are damaged (broken runners, crushed parts, torn instructions), email hello@hobbygundamusa.com within 48 hours of delivery. Include your order number and photos of the shipping box, the kit box, and the damaged parts. Opening the kit to check the contents does not void a damage claim. Once we review it, we'll offer either a partial refund if you'd like to keep the item, or a full refund once the item is back with us (you pay the return shipping).
Unopened kits with a damaged box can still be returned under our standard 30-day return policy, with the customer paying return shipping. For box condition at the time of sale, see our Product Conditions page.
Exceptions / non-returnable items
Certain types of items cannot be returned, like products that have opened internal packaging, have been tampered with, or if any parts are missing, as this renders the product unsellable. This includes custom products (such as special orders, personalized items, 3D Prints). We also do not accept returns for hazardous materials, flammable liquids, or gases (ex: Hobby Paints and Spray Paints). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 7 business days have passed since we’ve approved your return, please contact us at hello@hobbygundamusa.com.
Order Cancellations
Cancellations are allowed for any unshipped items and will be fully refunded.
Please inspect your purchase upon delivery. While we are not responsible for package theft, we are happy to assist you in resolving any issues.
Imported Items
A growing portion of our catalog consists of "imported items" - products
ordered from our distributor on demand and clearly marked at purchase with
3-4 week delivery (4-5 weeks to Puerto Rico and non-continental US). Because we order these items from our distributor
specifically for your order, the following applies:
- Cancellations: accepted within 24 hours of order placement only.
After 24 hours, the item has been ordered from our distributor and
cannot be cancelled.
- All other return rules apply: 30-day return window for unopened items,
customer provides return shipping, no restocking fee for unopened
imports returned in original condition.
- Defective or damaged items: contact us and we will work to resolve any quality issues.
You will be asked to acknowledge these terms at the time of purchase for
imported items.