Right of withdrawal

Right of Withdrawal & Return Policy

We want you to be completely satisfied with your purchase from HOBBYBASE VIENNA. Therefore, we grant you a 14-day right of withdrawal. This means you have 14 days after receiving your order to request a return from us.

1. Conditions for a Return

For an item to be eligible for a return, it must be in the exact same condition that you received it. For our model building range, this specifically means:

  • The item must be unused, unbuilt, and complete.

  • The inner plastic packaging of the parts (runners) must not have been opened or cut.

  • The item must be in its undamaged original packaging.

  • You need the order number or other proof of purchase.

2. How to Initiate a Return

To start a return, please simply contact us by email at office@hobbybase.at

If your return request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted.

The return address is:
HOBBYBASE VIENNA
Hao Cheng Ye
Kettenbrückengasse 12, Tür 14
1040 Wien
Austria

Note: The direct costs of returning the goods shall be borne by the buyer, unless we have supplied you with an incorrect or defective item.

3. Shipping Damages and Problems

Please inspect your order immediately upon receipt. If an item is defective or damaged, or if you received the wrong item, please contact us ideally within 48 hours of delivery at office@hobbybase.at. Ideally, please attach a photo of the damage directly so that we can resolve the issue for you as quickly as possible! Your statutory warranty rights remain unaffected by this.

4. Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns on the following items:

  • Gift cards

  • Sale items, unless otherwise specified.

  • Items whose seal has been removed after delivery (this particularly applies to paints, markers, adhesives, and chemical products which, for reasons of health protection or shelf life, cannot be returned once opened).

5. Exchanges

The fastest way to ensure you get your desired item: return the item you have according to these guidelines. Once the return is accepted, you can purchase the new item directly in a separate order in the shop.

6. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If everything is in order, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please contact us at office@hobbybase.at. We will take care of it immediately!