Return & Exchange Policy

At Hobbyz, we want you to be happy with your order. If something is not right, our team is here to help.

1. Eligibility for Returns

To qualify for a return or exchange, please make sure the following conditions are met:

Timeframe: Return requests must be initiated within 14 days of the delivery date.

Condition: Items must be unused, in the same condition as received, and in their original, unopened packaging with all tags and seals intact.

2. Non-Returnable Items

For hygiene, safety, and product quality reasons, some items cannot be returned. These include:

Personalized Goods: Any custom-made or modified items.

Opened Media: Books or media where the original seal has been broken.

Misuse: Items that show signs of damage due to neglect, misuse, or improper handling.

3. How to Initiate a Return or Exchange

You can start your return or exchange request in either of the following ways:

Self-Service: Log in to your account, go to My Orders, and select the Return option for eligible items.

Support Team: You may also email us at hello@hobbyz.ae with your order number and reason for the request.

Once we receive your request, our team will review it and share the next steps for item collection or return.

4. Refunds

Once we receive and inspect the returned item, we will update you on the status of your refund.

Approval: If approved, the refund will be processed back to your original method of payment.

Timeline: Please allow 7–10 business days for the refund to reflect in your account, depending on your bank or payment provider.

5. Promotional Orders & Refunds

If your order was placed using a discount code, special offer, bundle deal, Buy X Get Y promotion, free gift, or any other promotional campaign, refunds will be based on the amount actually paid for the item(s) after discounts have been applied.

For orders containing multiple discounted items, the promotional discount may be distributed across the entire order. In such cases, the refund value of a returned item may differ from its original listed price.

Any free gifts, bonus items, or products received at no charge as part of a promotion are not eligible for cash refunds.

This helps us apply promotional discounts fairly and consistently across all orders.