Politique de remboursement

Contact Information for Returns
For any return issues, please contact us with picture feedback at official@hobbywater.com. Customers can request a return within seven days of receiving the product. Refunds will be issued via the original payment method.

Exclusions and Conditions

Promotional products are excluded and are subject to our standard return policy.

No refunds or exchanges for non-damaged products.

All products have specific technical usage thresholds. Ensure suitability before purchasing.

All products are "not accepted for return or exchange due to non-quality issues." By purchasing our products, you agree to this policy.

Non-Covered After-Sales Protection

Non-product quality issues causing failure and damage.

Damage caused by circuit modification or improper matching.

Damage from private modifications or dismantling.

Damage from incorrect installation or use.

Important Notice

International import may require materials for customs clearance in some countries.

If goods are returned due to the customer's failure to cooperate with customs clearance, resulting shipping costs will be borne by the customer. We can provide a full consumption list and required certificates. Contact us if customs need it.

If the return is consumer-caused, the consumer is responsible for the shipping fee. The fee depends on the chosen express company.

If the goods received are damaged or incorrect due to our fault, the consumer is not required to bear the shipping fee.

No restocking fee will be charged to consumers for returned products.

Unreceived Goods Refund Request
If you have not received your order despite it being marked as shipped, please contact us within two days of the logistics status showing "out for delivery"or "delivered".

If the package cannot be delivered due to incorrect address information, inability to contact the recipient, or other customer-related issues, the logistics company may return or destroy the package. In such cases, we cannot issue a refund.

If the local logistics provider confirms successful delivery but you claim not to have received the item, we are unable to process a refund. However, we may offer compensation as a goodwill gesture.

In the event of lost packages or failure to deliver by the logistics company, we will coordinate with the carrier and provide appropriate compensation to you.

Cancellation Policy

Orders can be cancelled before product processing for a full refund.

Once the product has been shipped, we cannot cancel the order.

Customized products cannot be cancelled.

Return Conditions

All items must be returned in their original selling condition.

Items must be returned with their original boxes and in one package.

Return shipments must use the same service as the original delivery.

Returns must be from the original delivery country.

Customized items cannot be returned.

Returns are not free of charge (import and shipping fees will be at your expense).

We reserve the right to refuse returns if the product shows signs of man-made damage.

Return Process

Contact our Customer Service team to initiate the return process with the following information:

Order number

Proof of purchase

Video or photo of the faulty product

Insert your receipt and items back into the original packaging.

Turn the package over to the courier. After the courier has checked the return shipment, close the package securely.

Notify us of your delivery and provide the courier tracking number.

Upon receiving your return item, we will inspect it to confirm if it meets our refund conditions. Inspection results will be communicated within 3 days.

Refund Process
Inspection results can result in two scenarios:

If the refund conditions are met, we will process the refund and notify you via email. Upon your confirmation, the refund will be issued to the original payment account within1-3  workdays.

If the refund conditions are not met, we will reject the request, and you may choose to have the item returned to you at your expense.

Affirmation

Return shipping is non-refundable. If the customer paid for shipping, this will be borne by the customer.

Return Address
Please contact us by email or inbox.

Support

Return Email: official@hobbywater.com

We strive to respond to your questions within 24 hours.

Customer Service Chat Hours: Monday - Friday: 9am - 6pm UTC+8