Cancellations, returns and guarantee
What you can do if you change your mind, or if something is wrong with a product you bought on HobbyDetective.
Before it ships
you can cancel the order, usually within 24 hours
14 days
to change your mind, from the day it arrives
3 years
legal guarantee for faulty goods
How do I cancel an order?
Open the order in My orders and press “Cancel Order”. If you have not paid yet, it is cancelled at once. If you have paid, you send a cancellation request: the seller approves it and refunds you. You can cancel before the order is sent, within the hours its confirmation states (usually 24). If it has already been sent, you can withdraw instead.
What is the right of withdrawal?
When you buy online, you have at least 14 days from the day you receive the goods to change your mind, without giving a reason. You can also withdraw before they arrive. Some sellers give more days; the product page and the confirmation email say how many. Once your order arrives, press “I received it”, so it is clear when the days start.
How do I return a product?
Press “Withdraw / return” on your order in My orders, choose the products you are returning and send them back to the seller within 14 days. If you prefer, you can send the seller a clear statement instead, for example using the model form on your order.
Who pays for return shipping?
You do, unless the seller says otherwise in their return policy. The original delivery cost is refunded when you return the whole order.
When do I get my money back?
The seller refunds what you paid without delay and at the latest within 14 days of learning that you are withdrawing, by the same means of payment. They may wait until they have the goods back or proof that you sent them.
What if a product is faulty?
Press “Problem with a product” on your order and describe what is wrong. The seller is liable for any defect that appears within 3 years of delivery, whatever their return policy. You can ask for a repair, a replacement, a price reduction or a refund, as the law provides.
Are there products I cannot return?
Yes. Withdrawal does not apply, among other cases, to goods made to your specifications or clearly personalised, or to sealed hygiene goods opened after delivery. If such a product is faulty, the legal guarantee still applies.
Who am I buying from?
From the seller; HobbyDetective provides the platform. The seller's details are on the product page, at checkout and in the confirmation email. The full terms are in the Terms of Use.
Already have an order?
A cancellation, a return or a problem with a product: it all starts from your order's page.
