We want you to be happy with and enjoy your purchase from us. If you
have a problem with your product or simply need to make a return we would be happy to accept your return within 30 days under the following guidelines.
Wrong Item, Missing Items, and Item Not as Described
If you receive an item that was not ordered or the incorrect item, please contact customer service within 7 business days of receipt, so we can address how best to get the correct item to you and/or arrange return services. If you receive merchandise that is missing a part, please contact us. We will make sure that you are sent the part from our stock as appropriate. At some manufacturer’s request, we may direct the information or your call directly to the them to address the missing items.
Damaged In Shipping Merchandise
If a package has been damaged in shipping, and it is apparent when the package arrives at your door, please REFUSE the delivery. If you have already accepted a package, and then discover that it has been damaged, contact us immediately. Be sure to save all paperwork and packing materials with the damaged goods. The carrier may wish to inspect it before processing the claim. Please do not return damaged-in-shipment merchandise yourself. It could jeopardize your claim and keep you from receiving credit for the return.
Faulty/Damaged or Warranty Returns
Please note the Phil’s Hobby Shop is not a warranty repair center, nor do we offer warranties on items we resell that are used or closeouts. Your purchased products are subject to the original manufacturer’s repair/replacement warranty. Phil’s Hobby Shop will not assume responsibility and/or liability for any manufacturer defect, or damage due the use/misuse of the product purchased.
If your item is found to have a fault or defect after installation or use, no matter what the purchase date may be, your product may be subject to warranty repair via the original manufacturer. Items sold as used may not be covered by manufacturer’s original repair/replacement warranty. We do not cover any charges incurred on warranty return shipping.
If you think your product is covered under the manufacturer warranty plan and would like assistance in contacting the manufacturer we would be happy to assist you in contacting them.
New/Unused Item Not Needed/Wanted
For new/unused items, we can accept these back (30) days after the original purchase date – return shipping will be customers responsibility, and no refunds, credits or discounts can be offered for any return shipping fees.
If the item is new, unused and without fault or damage (still in re-sale condition), we can offer refunds for the returned merchandise. We reserve the right to charge a 15% restock fee on all returns. The refund(s) will be made for original purchase price of the returned item, minus the 15% restock fee if applicable.
Items being returned must be brand new without any use – any engines that have been run or have fuel in them, kits that have been partially or fully built, items that have been soldered, or products that have been cut, punctured, modified or otherwise, will not be accepted as a return. Please be sure all the original packing material and instruction papers and/or manuals are included. Packages that have missing items, parts or otherwise will be returned to the customer at their cost and will not be eligible for any credit, refund or otherwise.
All approved return items will require a RMA (Return Merchandise Authorization) number before being shipped back to our location. Please contact our Customer Service Team to obtain your RMA. This number aids us in the ability to properly handle your return. Without an RMA number, your package has a high probability of being mis-handled, lost or delayed, and Phil’s Hobby Shop will take no responsibility for any return that does not have an approved RMA number.
When packing your item(s) for return, be sure all original pieces, original packaging and documents are included in the package, assorted as in original factory condition. RMA number must be written on the outside of the box. If items are missing, damaged or otherwise, your return will not be able to be processed or accepted, and will be returned direct to you.
Return shipping can be whatever manner that suits you best, but must be safe, ensuring the package arrives to us without being damaged. Return shipping fees cannot be credited or refunded, no matter what the cost may be. Avoid high cost shipping methods, such as 2nd Day Air & Overnight shipping, as these are not necessary methods for a return. We recommend using a “tracked” method of shipping, which will allow you to verify that the return has made it to our facility. Returns sent via COD will not be accepted; customer is bound to pay shipping fees for any new/unused item, and no compensation can be offered.
Returning Fragile Items
Regarding the shipment of fragile products, it is solely customer’s responsibility to ensure that the package is packed and sealed safely, as any damage via return shipping will not be accepted. If a damaged item is received, it will be returned to the original shipping address, and will need to be settled via the customer through the shipping agent used. Phil’s Hobby Shop will not be involved in any claims, refunds, credits or otherwise for return shipping damage.
Returns Time Frame
Although all returns are processed as quickly and efficiently as possible, please note that returns can take between 2 – 7 days to process upon receiving shipment of your return. RMA’s are handled on a first come, first served basis. We will email you updates as your return is handled by our returns department if any issues or questions arise regarding your return, we will contact you as soon as possible. Returns sent without an approved RMA can be delayed up to 14 days.
If your return qualifies for store credit, you will be emailed a credit code that can be used with your next order. Our customer service department will be happy to assist you in your use of your credit with any order.
All used/closeout items are sold as is and are not available for returns unless otherwise listed.