Returns & Refunds

Change of mind

Unopened items in original, saleable condition can be returned within 14 days of delivery. Return postage is paid by you, and we recommend a tracked service — until it reaches us, the parcel is your responsibility.

Contact us before sending anything back so we can give you return instructions and expect the parcel. Once it arrives and we have checked it, we refund the purchase price of the goods. Original delivery charges are not refunded on a change of mind.

What we cannot take back on a change of mind

• Kits that have been started — sprues cut, parts removed, or decals applied.
• Opened paints, glues, solvents and other consumables.
• Sealed items where the seal is broken.
• Special orders placed specifically for you.

This applies to change of mind only. If an item is faulty, your rights below are not affected by any of it.

Damaged, faulty or wrong item

Contact us within 7 days of delivery with your order number and a photo of the problem, and we will sort out a replacement or a refund — including the postage both ways. You do not pay to return something that was our mistake or arrived broken.

Keep the packaging until the matter is resolved: for transit damage, Australia Post may want to see it.

Your Australian Consumer Law rights

Everything above is in addition to your rights under the Australian Consumer Law, which we do not limit. Our goods come with guarantees that cannot be excluded: you are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

These rights have no 14-day limit. A product that fails sooner than it reasonably should is our problem to put right whenever that happens.

How refunds are paid

Refunds go back to the original payment method through Stripe — we cannot send a refund anywhere else. Once we process it, the money usually appears within five to ten business days depending on your bank. We will email you when it is on its way.

If we cannot fulfil part of an order, we refund that part and tell you why, rather than substituting something you did not choose.

How to start a return

1. Email info@outwesthobbies.com with your order number and what you would like to do.
2. We will reply with return instructions and the address to send it to.
3. Send it back, keeping your tracking number. Our postal address for returns is 29B Angus Avenue, Kandos NSW 2848, Australia — but please contact us first so we know it is coming.

You can look up an order any time at Track Order, and there is more in the Help Centre. The full Terms of Sale cover pricing and delivery.