Returns and Refund Policy
Here at R&R Hobbies, we strive to make your experience simple and easy.
We offer returns or exchanges for most full-price and sale products, subject to the conditions below. All orders are also subject to our Terms of Service.
Nothing in this policy is intended to limit any rights you may have under Australian Consumer Law.
Change of Mind Returns
Change of mind returns are accepted within 30 days from the date of delivery or collection, provided the return conditions below are met.
Accepted change of mind returns incur a 15% restocking fee. This fee will be deducted from the refund, store credit or exchange value.
For change of mind returns, the customer is responsible for all return shipping costs. Original shipping costs are not refundable.
We will provide an exchange, refund or store credit for eligible products, subject to the following conditions:
The product being returned must be sealed, unused and in re-sellable condition.
Proof of purchase must accompany the returned product.
The return or exchange request must be made within 30 days from the date of delivery or collection.
The product must not be a Trading Card Game product, Sports Card product, TCG single, or other single card product.
The product must not be a clearance product.
The product must not be a gift card.
Change of mind returns are not accepted for Trading Card Game products, Sports Card products, TCG singles, other single card products, clearance products or gift cards, unless otherwise required by law.
The 15% restocking fee and customer-paid return shipping apply to accepted change of mind returns only. They do not apply where a refund, replacement or other remedy is required under Australian Consumer Law.
Return Freight
For change of mind returns, the customer is responsible for all return shipping costs. Original shipping costs are not refundable.
For faulty, damaged or incorrect products, R&R Hobbies will cover return freight where required. We may ask you to use the original packaging where possible, or to provide suitable packaging to protect the product during return transit.
Please contact us before returning any product. This helps us confirm the correct return process and avoid delays.
Return Inspection
All returns will be carefully inspected by our staff before a refund, exchange or store credit is approved.
Customers are expected to advise us of any issue relating to their order before returning the product to us for consideration.
Any returns that do not meet the conditions of this policy may not be eligible for a refund, exchange or store credit.
If a returned product is not approved, we will contact you with the return inspection outcome. The product may be held for collection or re-shipped to you once any applicable postage has been paid.
If re-shipment postage is not paid within 14 days of being notified of the return inspection outcome, the product may be considered abandoned and may be disposed of, returned to stock, or otherwise dealt with where permitted by law.
Refunds for Change of Mind Returns
Approved online refunds for change of mind returns are provided for the product only and do not include reimbursement for shipping already paid.
Accepted change of mind returns incur a 15% restocking fee. This fee will be deducted from the refund, store credit or exchange value.
Where a Buy Now, Pay Later payment method was used, any change of mind refund, exchange or cancellation may also incur a 5% fee of the total purchase price due to fees charged to us by these payment providers.
These fees do not apply where a refund or remedy is required under Australian Consumer Law.
Exchanges by Post
We are currently unable to process exchanges via post.
If you would like to exchange an eligible product, we may process the approved return as a refund or store credit so you can place a new order for the preferred item.
Faulty, Damaged or Defective Products
Our goal at R&R Hobbies is to provide an excellent gaming experience for all our valued customers. We work hard to ensure our inventory is free from damage or defect before leaving our store or warehouse.
Unfortunately, there may be cases where an item is received damaged, faulty or defective due to manufacturing issues, publisher issues, supplier issues, or damage during delivery.
Faulty, damaged or defective products may include, but are not limited to:
- Broken parts.
- Missing parts.
- Manufacturing faults or inconsistencies.
- Damage sustained during delivery.
A faulty, damaged or defective product does not include a product specified as a random assortment where a particular item, design, artwork, variant or chase item was not received.
If you have received an item you believe to be faulty, damaged or defective, please contact us as soon as possible and provide:
- Proof of purchase.
- Your order number.
- A description of the issue.
- Photographic evidence of the fault, defect or damage.
- Photos of the packaging, where applicable.
Please retain the product and packaging until we have reviewed your claim, as these may be required by our team, supplier, publisher, carrier or insurer.
We assess all claims on a case-by-case basis and will aim to respond within 5 business days in New South Wales, Australia.
If we determine that the product is faulty, damaged or defective, you may be entitled to an appropriate remedy, which may include:
A replacement of the faulty part, including postage paid by us where applicable.
A replacement of the affected product, including postage paid by us where applicable.
A refund of the purchase price for the affected product, including postage where applicable.
Another remedy required under Australian Consumer Law.
R&R Hobbies will work with you to understand the issue and provide an appropriate resolution. We ask for your patience while our team reviews the matter and, where applicable, liaises with suppliers, publishers, carriers or insurers.
Receiving Incorrect or Additional Products
In rare cases, you may receive an incorrect or additional item in your delivery.
If this occurs, please contact us as soon as possible and provide:
- Your order number.
- Details of the issue.
- Photographic evidence of the products received.
- We will assess the issue and work with you to resolve it in a timely and practical manner.
Failure to Collect In-Store Orders
Orders placed via Click & Collect are required to be collected within 14 days of receiving your Pick-Up Notice by email.
We will endeavour to take reasonable steps to remind you that your order is ready for collection, including sending a courtesy reminder if the order remains uncollected.
Orders that remain uncollected after 14 days may be cancelled and refunded, less a 15% restocking fee and any other applicable fees permitted under this policy and by law.
If you are unable to collect your order within this timeframe, please contact us as soon as possible so we can assist where practical.
Order Cancellations or Amendments
Once your order has been placed, it may begin processing through our system quickly so we can prepare it for dispatch or collection.
Because of this, we cannot guarantee that an order can be cancelled or amended after it has been placed.
If you need to request a cancellation or amendment, please contact us urgently and provide:
- Your order number.
- Your specific amendment request, including the correct delivery address if applicable.
- Your specific cancellation request, if applicable.
If we are unable to action the request before the order is processed or dispatched, the order may be subject to our Change of Mind Returns conditions above.
Refund Processing
Any approved refund will be processed via the original payment method and you will be notified by email once this has occurred.
Payments made by credit or debit card may take up to 5 business days to appear in your account. This timeframe depends on your financial institution and is outside R&R Hobbies' control.
Where a Buy Now, Pay Later payment method was used, any change of mind refund, exchange or cancellation may incur a 5% fee of the total purchase price due to fees charged to us by these payment providers.
A 15% restocking fee may also apply where a Click & Collect order is cancelled due to failure to collect within the required collection timeframe.
This fee does not apply where a refund or remedy is required under Australian Consumer Law.
Customers are not entitled to receive a refund on purchases of R&R Hobbies gift cards, except where required by law.
Return to Sender
If an order is returned to us due to an error, issue or action on the part of the customer, including but not limited to the following, additional charges may apply:
Failure to collect the parcel from a post office, parcel locker, depot or drop location within the carrier hold timeframe.
Failure to accept or arrange re-delivery.
Providing an incorrect or incomplete delivery address at checkout.
Refusing delivery.
If an order is returned to sender, we will contact you to confirm how you would like to proceed.
Refund or Failure to Respond
If a refund is requested for a return to sender order, or if the customer does not respond to our contact within 7 days, the order may be refunded and returned to stock, less any applicable charges.
Applicable charges may include:
- The shipping cost already paid by the customer.
- Any return to sender fee charged to us by the carrier.
- A processing and handling fee of up to 5% of the total purchase price, where permitted by law.
If the order was placed using a Buy Now, Pay Later payment method, the refund may also be subject to the 5% fee outlined under Refund Processing, where permitted by law.
Re-Ship or Click & Collect
If you would like a return to sender order re-shipped, the following charges may apply:
- Payment of the new shipping cost.
- Any return to sender fee charged to us by the carrier.
- A processing and handling fee of up to 5% of the total purchase price, where permitted by law.
Alternatively, where practical, we may allow the order to be collected in store.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under Australian Consumer Law.
Where a product fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, refund or other remedy depending on the circumstances.
Policy updated: 28/06/2026
