Our Return Policy
At HG RC TOYS we want our customers to be completely satisfied with their purchase and we understand that you may need to return a product. To assist we have outlined the HG RC TOYS returns policy key points below. We recommend you read our Returns Policy as well as our Terms and Conditions prior to making a purchase from HG RC TOYS , so you are familiar with our policy on refunds, returns and repairs.
Change of Mind
Please choose carefully when purchasing a products, HG RC TOYS must be advised of the intent to return items within 14 days of the consumer receiving the goods. Products returned must be in “as sold” condition. That means that products must be returned in original undamaged packaging with complete accessories and instruction manuals supplied.
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 immediately.
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. Alternatively, you could visit our FAQ section or a specific product page to discover further insight into a product.
Please retain your receipt
In order to obtain a refund, credit, exchange or to repair a product purchased from HG RC TOYS, 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.
HG RC TOYS 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. HG RC TOYS cannot provide copies of receipts if lost or misplaced.
Goods Damaged in Transit
If any product ordered by you arrives damaged or is not of acceptable quality you have rights under our Refund Policy to have the product repaired or replaced or to receive a refund or credit for the price paid by you for the product. If your order arrives damaged, please contact the Customer Service Team immediately.
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
We do not charge a restocking fee on returns.
You may return the goods we have delivered to you by mail. Please contact our Customer Service Team via email for further advice on lodging your return.
Goods must be returned within a reasonable time. This timeframe 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 circumstance, please contact our Customer Service Team and we will arrange an alternative assessment of the goods.
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 HG FACTORY ENGINEERS to determine the fault and resolution.
HG FACTORY ENGINEERS will determine whether a product has incurred a major or minor fault. The engineers will determine whether:
- There is no fault found
- There is a minor fault which can be easily repaired.
- 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.
Unfortunately, HG RC TOYS cannot offer a refund, credit or exchange where the product has sustained damage due to abnormal use, whether that has been identified by our customer service or Factory
If the product does not match its advertised description, HG RC TOYS will provide you with a choice between a credit to the value of the item purchased or an exchange.
When applicable, refunds will be made by HG RC TOYS via the method of payment you used to make your online purchase or via store credit. Whether to grant a cash refund or store credit is at the discretion of HG RC TOYS 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.
Call: +61 134 289 123
Address: 15 Poet St, Ellenbrook, Western Australia,6069, Australia