Hobbytoys Order and Return Policy
Order and shipping terms
- We would request users to read the product description and specifications before they make any purchase. In case of any queries regarding your product or order you can drop an email to firstname.lastname@example.org
- Shortly after you have placed an order, you’ll receive Order Confirmation e-mail with order number and purchase details. Please put this in a safe place, in the event you need it for reference or contact us.
Shipping & Delivery
Hobbytoys uses logistics partners such as FedEx, DTDC DotZot, Delhivery, Xpressbees, GoJavas, Indian Post, Aramex & others for product deliveries across India. The partner may change depending on the serviceable areas.
All courier orders are carefully wrapped, packed and dispatched from our warehouse. Soon after the order has been dispatched, you will receive a tracking number that will help you track your delivery. Standard delivery and brand disclaimers apply.
In the event the address, contact no., customer details, Pin code provided is wrong or incomplete, we regret to inform we will be unable to deliver your products and not responsible for any delay or non-delivery of the item you have ordered. Courier partners sometimes have some delays due to holidays and strikes or any other unforeseen events. We try our best to use the best services but some delays are unavoidable. Order once dispatched from our end would be a responsibility of Courier Company and delivery would take 2-7 working days from the date of dispatch depending on the location and product.
- Products are delivered across all major cities in India as per timelines defined in the product delivery instructions. Our delivery timelines are only indicative and range from 3 business days to 7 business days depending on the pin code of delivery and product type. However, we make every attempt to be upfront to mention you realistic timelines. We request you to kindly check the location and timelines before you place an order.
- There are exceptions where we wont be able to deliver or guarantee delivery to some remote locations within India, which will be mentioned in the delivery instructions on the product page. You can check the delivery area by typing the pin code in the product page.
- Regretfully, we are unable to guarantee time of delivery to rural route addresses, hotels, hospitals, military bases or cemeteries. To request a specific delivery time, please type it into the Special Instructions field during checkout. We will do our best to accommodate your preferences.
- Before major national holidays, we recommend that you place your orders at least 3-5 days in advance to avoid any inconvenience.
- Hobbytoys.co will attempt to deliver a product on the requested delivery date selected or communicated by you. You acknowledge that requested delivery dates are non-binding estimates only and that you have no claim against us for any delays or early deliveries.
- Sometimes due to unavailability or other reasons beyond our control, we reserve the right to make deliveries in installments, which shall not relieve you from your obligation to accept and pay for remaining deliveries. The courier/logistics providers sometimes might not call you prior to delivering packages, and we cannot guarantee time bound delivery (e.g. I need delivery at 4PM only). All products are deemed accepted upon our delivery of the product to you or your representative at designated address as mentioned in the order.
Non-delivery of product
There are chances of unsuccessful deliveries by our logistics partner in the following cases and we cannot be held responsible for the same.
- The sender provides an incorrect address and pin code.
- Receiver not available at the time of delivery and sender not providing receiver’s phone number.
- In some cases sender requests us to keep the anonymity and requests not to call receiver. These conditions will lead to chances of missing or unsuccessful delivery of the product.
- Premises locked at the time of delivery.
- Delivery is to the office and the person not available at the office location. In this case our logistics partner will try to reach the receiver however in case of non-response the product will be returned back or given to the security or reception.
- Receiver nominates some other person unknown to the sender to receive the gift on his behalf.
- Wrong landline/Mobile number or Extension number, which may render us unable to reach the recipient for the delivery.
- Recipient refusing to accept the delivery. Delivered the product at the Gate/ Reception/ Neighbor.
Order cancellation & returns
- We don’t accept cancellation of products, after confirming and placing the order.
We will accept cancellation in situations like:
1.For COD Orders no cancellation will be entertained once order is confirmed and agreed as per terms.
Cancellation for prepaid:
- We reserve the right to cancel the order where there is no service to the delivery location.
- We reserve the right to cancel the order due to non availability of the product or pricing error post informing customer about the same.
- Product not delivered after 10 business days of placing the order and customer requests for cancellation of same and a refund will be issued.
- For your convenience and flexibility you can make a modification to the shipping address or instructions within 4 hours of placing the order and your payment has been successful. No change in instructions or modifications will be entertained after the order has been dispatched from the warehouse-before 4PM everyday or in transit or already delivered. The requested changes have to be accompanied by an e-mail and same will be considered.
Returns or exchange is not possible basis below conditions:
- Return request is made outside the specified time frame, which is beyond 48 hours from the time the product, has been delivered.
- Product is damaged because of use or Product is not in the same condition as you received it.
- Defective products, which are not covered under the manufacturer's warranty.
- Any consumable item, which has been used or installed.
- Products with tampered or missing serial numbers.
- Items that are returned without original packaging, freebies or accessories.
- Personal choices/preferences without any defective reasons (e.g. accidental order, not needed, thought some other specification or dimension etc.)
Return, Replacement and Refund Policies
Following are the details of the return and replacement policy that is applicable for all items sold on Hobbytoys.co
Note: Hobbytoys.co team personally hand checks each product for quality before packing and a QC OK symbol is placed on all our product packing
Return/ Replacement request Timelines*
Return Request timeline window
Replacement/Repair request timeline
Diecast or Non-electronic toys
2 days from the date the product is delivered
2 days from the date the product is delivered
Electronic or Battery toys
5 days from the date the product is received
- We don’t accept returns of products or Items that you have changed your mind after the purchase or realize you no longer need the product.
- If the original manufacturer packaging and accessories are not returned in original condition
- If the product is found to be used and became defective upon usage
- Parts or accessories missing
- Product broken due to usage or mishandling by the customer
- Damaged/ defective items which have a manufacturing defect or electronic defect. For us to accept returns please return in the original condition they were received in with all the accompanying accessories like packaging box, product box, manual, batteries, and other accessories as per original manufacturer's packaging.
- If the product ordered and what has been received is different
- If the product quantity received is different from what has been ordered
Electronic Toys Repair Policy
All electronic toys that we sell on Hobbytoys are licensed and high quality products from leading manufacturers like Maisto, Bburago, Modelart, Silverlit etc. When an electronic toy is returned to us with a manufacturing defect or defective functionality we first accept your return and send the product for repair or replacement of parts/accessories.
In cases where the electronic toy is non-repairable or parts cannot be sourced or replaced you can go ahead for a store credit or replacement.
Refund on returns
Refunds are offered to customers through 2 different methods:
1. Store credit
We encourage customers to avail our store credit facility where-in a special secured code equivalent of the refund amount value is given so that you can buy anything at anytime on our online store. Our customer service team will email the code to you.
As an option in case you don’t want to avail credit you have the choice to pick up any other product as replacement to your product, which was un-repairable, or not in stock.
3. Money refund
Genuine cases where the product is found defective, not in stock with us to replace or having manufacturing defects qualify for a full refund in case customer doesn’t wish to avail store credit or replacement options
Refund is accepted and offered when:
- The item to be replaced or returned is not in stock anymore
- Item is un-repairable
- Product is wrongly dispatched and different from what was ordered
Hobbytoys has a user-friendly replacement policy and our qualified team verifies each case before a replacement is accepted and fulfilled to you.
We accept if
- Item you have received is different from what has been ordered
- Item has a manufacturing defect
- Broken accessories or parts before opening the seal of the manufacturer
- Missing parts or accessories detected before the manufacturer seal is broken
- Rusted item (only in case of die-cast models)
- Paint layers not even
- Slight change in colour (note: due to photography and reflection sometimes the colour can slightly vary depending on the light conditions. However, we will ensure the item is of the same colour overall)
We don’t accept replacements when:
- You changed your mind or no longer require the product
- Raising a claim post the return or replacement timeline*
Process for returns or replacement
- Before filing a claim of return or replacement please send images of the product to email@example.com within specified time.(refer to return/replacement request timelines*}
- We recommend you to send 2-3 clear pictures of the box, product and packaging.
- Our team will verify the details, investigate the issue and speak to you personally to resolve the issues.
- Please note that the resolution differs from case to case basis and its hobbytoys /company discretion to give the justified resolution suiting to all parties.
Reverse Pick up Policy
The company will bear the reverse pick up charges in cases of return/ replacement requests, which comply with our return policy. Any outside return pickups an extra charge as follows will be applicable
Upto 500 gms – Rs 50
500 gms – 1 kg – Rs 100
1 kg – 2kg – Rs 200
As per the calculation, every addition of 1 kg will attract of Rs 100 of store credit against reverse shipments sent back by the customer.
Occasionally, wherever due to regional availability issues or specific colors or varieties not available it is necessary for us to initiate a substitute for the product. Sometimes we may give you the same product with different color or size or give you an equal or higher value product itself.
Delivery of certain branded items may not be possible/delayed under certain uncontrollable circumstances such as product is not available in the market or discontinued by the manufacturer. In such cases, similar product, nearest to the description shall be delivered. In such cases a written communication will be sent to the customer on email for a confirmation for the same.
All prices listed on the websites are subject to change. In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, we shall have the right, prior/post acceptance of your order pursuant to our terms, to refuse or cancel any such orders whether or not the order has been confirmed. If your credit card has already been charged for the purchase and your order is canceled, we shall immediately issue a refund to your credit card in the amount of the charge.
Please note that the colors of items and products may depend on your monitor and may vary.
The availability of products and other items on each of the Sites may change at any time, without notice.
Dispatch & delivery timings
All the prepaid orders received before 4PM everyday will be dispatched the same day and post 4pm would be dispatched the next Day.
Deliveries are done from Monday to Saturday on all business days as per logistics partner schedule.
No time commitment for the deliveries would be entertained.
Correct and elaborate Address (landmark) and contact number is must of the recipient for placing the order.
Cash on Delivery Orders
- All cod orders are dispatched only post customer verification process.
- Hobbytoys customer care will call you to verify the order details or await email confirmation.
- Not receiving any confirmation for 3 business days the order will stand cancelled.
For each product or service you order on any of the Sites, you agree to pay the price applicable for the product or service (including any sales taxes/entry tax, surcharges and any delivery fees for the delivery service you select) as of the time you submitted the order.
Orders above Rs.25,000 value will not qualify for cash on delivery. The amount has to be paid through bank deposit or cheque/DD. Order will get dispatched only after the cheque/DD is realized and amount gets deposited in our company account.
Any amount above Rs.50,000 order value will have to be accompanied with a PAN copy and customer details as per RBI KYC norms.
Order delivery is totally subject to the payment credited in our A/c. unless we receive payment, the order will not be processed.
Customer can place the order online itself or offline through a bank deposit.
Online: Customer can place order on website and make the payment through below mentioned modes of online payment
- Debit Cards
- Credit Cards
- Net banking
- Bank deposit (Offline)
- Cash on delivery
Hobbytoys.co doesn’t take the responsibility of any transaction, which is processed without your consent and knowledge. The cardholder is solely and totally liable for the transactions and the amount charged on his A/c.
Refund Policy: As a policy we offer only store credit equivalent to the refund amount and if the customer wants a refund then the amount will be refunded within 5-7 business days via same payment mode or through cheque couriered to your address.
Placing an Order
Orders can be placed on-line via our website Hobbytoys.co. Please note we do accept telephone orders. Full payment is required at the point of ordering unless agreed with us. You will be provided with an order confirmation with an order number and a payment receipt. If ordering on-line, we have online payment facility where you can pay by Credit card, Debit card, and Net banking. Please check your junk mail folder as your security software may redirect confirmations there sometimes. Please check your copy of the order carefully and let us know if any items are incorrect.
It is important for you to check all details and give us correct information like recipient details (as our courier team will have to call them to trace the address & also to find if they are available during the time of delivery), address, phone number etc. Hobbytoys cannot accept responsibility for errors made during the ordering process by the customer.
Changes to Orders
Alterations to orders may be requested within one hour of placing the order but we may not be able to accommodate late changes. In case the delivery is on the same day, we will not be able to accommodate any changes in orders. Additional charges may apply for any changes made to your order.
Delivery of an Order
Where delivery is requested, it is the customer’s responsibility to ensure a complete and correct address is supplied, along with a correct phone number for contact. It is also the customer’s responsibility that there is someone to accept the delivery at the address. Hobbytoys cannot accept responsibility for late or missing deliveries due to insufficient or incorrect information supplied, or because there is no one to accept delivery.
Quality and Licensing
All products on Hobbytoys are licensed, authentic and sourced from importers, distributors who have valid license to sell those products. All logos, photos and marks are used for representation and Hobbytoys.co is no way connected or claims ownership for the same. The respective trademark owners for those brands are the rightful owners and Hobbytoys.co is a online website facilitating sale of those products.
Cancellation of Orders
For cancellations of orders a cancellation charge of Rs.50 or 1.5% of invoice value whichever is higher will be deducted and balance amount of your order will be processed. Any other cancellation refunds will be entirely at Hobbytoys’s discretion.
Hobbytoys reserves the right to make price changes without prior notice, but guarantee that no price increase will apply to any confirmed paid orders made by a customer for collection on a date after which a price increase has been made. In case any pricing error comes to Hobbytoys notice after an order is placed by the customer, Hobbytoys reserves the right to cancel the order post informing the customer about it. For prepaid order, customer will be refunded in full through the mode as the payment for order was made.
We work hard at Hobbytoys to ensure your complete satisfaction with our products. If you are not entirely satisfied with your purchase or the standard of our service you should speak to the customer services head. Alternatively you can contact us at Head Office via post, email or on-line form;
or use our on-line form found under the Contact Us page on our website.
We will endeavor to give all complaints our urgent attention. Your complaint will be acknowledged within 24 hours and we will endeavor to resolve the matter within 2 working days max. For any escalations beyond 2-3 days you can write an email to firstname.lastname@example.org