Refund policy

Refund & Exchange Policy

We aim to ensure you’re delighted with your purchase, but we understand that sometimes things don’t go as planned. Please read our policy below for more details.

Change of Mind

While we can’t provide refunds for change of mind, we’re happy to offer an exchange! Check out our exchange policy and process below.
If you’re not satisfied with your kit for any reason, email us at hello@hobbyhour.com.au, and we’ll work with you to find a solution.

Faulty or Damaged Items

If your kit arrives damaged or is missing an item, please contact us right away. Send us a description and photos of the issue, and we’ll sort it out as quickly as possible. We can send a replacement or provide a refund if a replacement is unavailable.

Exchanges

Changed your mind? No problem! We’re happy to exchange your order within 30 days of delivery.
To arrange an exchange, email us at hello@hobbyhour.com.au, and we’ll provide shipping instructions for returning your original kit. Once we receive your returned kit or tracking details showing it’s on its way to us, we’ll send your replacement.

  • If the replacement kit is of higher value, we’ll ask you to pay the difference before shipping.
  • If the replacement is of lesser value, we’ll offer a credit or refund for the difference.

Refunds

Refunds are only available for eligible cases, such as faulty or damaged items, and must be confirmed with us via email.
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, we’ll issue a refund to your original payment method. Please note that it may take time for your bank or credit card provider to process the refund.

Preorders

We occasionally offer products on preorder due to high demand. Preordered items will be clearly marked on the product page. All other products are in stock and will ship as usual.
We aim to fulfill preorders as soon as stock becomes available. Delivery timelines will be noted on each product page. If we cannot meet the estimated timeframe, you’re entitled to request a refund for your preorder.

Shipping Returns

To organise a return, email us at hello@hobbyhour.com.au.

  • For damaged or incorrect items, we’ll provide a return shipping label and instructions.
  • For change-of-mind returns, shipping costs are the customer’s responsibility.

Please ensure your return is trackable, as we’re not responsible for items until they’re received.

Exclusions

Certain items are not eligible for returns or exchanges. These exclusions will be clearly stated on the product page and include:

  • Sale items
  • Gift cards
  • Perishable goods (e.g., food)
  • Custom or personalised items
  • Personal hygiene products (e.g., earrings)

If you have any questions about this policy, don’t hesitate to reach out at hello@hobbyhour.com.au.