Home Return Policy

Return Policy

Returns and Refunds

We are big on happy customers, if you are unhappy with the product you have received or there is a problem we want to help. We recommend reading through our returns and warranty information found here and our terms and conditions prior to shopping with us so you know what to expect and your rights under Australian Consumer Law.

Your Consumer Rights

As a consumer you are entitled to consumer guarantees as outlined by the Australia Competition and Consumer Commission (ACCC). Likewise, if the item you have received has a major fault you are entitled to request a replacement or refund. If the fault does not amount to a major fault, you are entitled to have the faulty parts repaired or replaced.

If you change your mind within 30 days of receiving your items, then no worries, we will refund or exchange the item/s for you (your choice!) subject to the following conditions: 

  • A proof of purchase is provided. 
  • The item/s are in saleable condition, meaning
    - The item is not damage
    - The item is unopened
    - The item has not been used
    - The item has all original packaging including manuals, sticker sheets, accessories, and all seals and/or plastic wrapping is intact. 
  • It is within 30 Days of receiving the item. 

Postage costs will be at the returner’s expense, an item that is not received by us will not be eligible for a refund or exchange, for this reason we recommend sending your returns with registered post that has tracking.  

If the item is returned outside our Change of mind policy period, you will be required to pay postage to get the item back to you. 

Please head over to the  Metro hobbies Support Centre prior to sending any returns so we can look out for your items and have any exchange items ready to send.

Change of Mind

We do not offer change of mind returns on the below: 

  • Faulty Radio Control Cars, planes, drones, boats, and helicopters. For Faulty Radio Control Products please follow our Warranty Procedure 
  • Faulty Train Sets or Locomotives. For Model Railways Products please follow our Warranty Procedure 
  • Faulty Slot Car Sets or Slot Cars. For Slot Car Products please follow our Warranty Procedure 
  • DJI Products that has been activated or seals broken on the box. 
  • Unsealed consumables (Paints, Glues, Thinners etc)  
  • Gift Cards 

My item arrived damaged

We have several checks in place to make sure you get the items that you are after and they reach you in good order. Damaged and defective items must be assessed by our customer support team before a refund or replacement can be issued.  

If an item you have received is damaged please head over the Metro hobbies Support Centre. Please be sure to send a photo of the item, the box it was sent in and the damage along with your order number. The customer support team will try and resolve any issues as quickly and painlessly as possible. 

Note: damaged boxes or product packaging is not considered to be a damaged product.

If you would like to request a return, head over to the  Metro hobbies Contact Us

Please provide us with your Invoice/Order number, the reason for your return and your desired outcome. 
Our customer support team will get back to you with a product returns form to fill out and send back with your item/s so when they arrive back with us, we know who it is for, what it is and most importantly how to get in touch with you.

How to pack your items

We make sure your orders are securely packed to avoid damage in transit. If you have the box and packaging your order arrived in, please pack it up as you received it and send it back to us. 

Alternatively please ensure when you are returning products to us, they are placed in a carton and secured with packaging (Tissues, Newspaper etc).  

Please include in the box along with your order a copy of our returns form.

We know there is nothing worse than missing pieces! 

Missing Pieces

If your item has arrived and something is not there, please head over to the Metro Hobbies Contact Us and select "I have an issue with my order" 

Please provide your order number and details about what is missing and our customer support team will get back to you ASAP.

The puzzle I have received is missing a piece, what can I do?

There is nothing worse than completing your puzzle only to find there is a piece missing. If this has happened to you and you have checked your surrounding area to make sure it has not gone astray, please reach out to our customer support team with your order number and a photo of your (almost) completed puzzle. From there they will contact the suppliers to source a replacement piece or replacement puzzle for you.

The Lego set I have received is missing a part, What can I do?

Lego are so confident that their sets are 100% correct that they are happy to sort out missing pieces with you directly. Follow this link https://www.lego.com/en-au/service/replacementparts and Lego will arrange to send you the parts you need.

The item I received is not what I ordered. What can I do?

If you have received the wrong item in your order, please contact our Customer Support team as soon as you can with your order number and details of the item you have received in error. 

Our support team will work to resolve this with you as quickly as they can.