Eugene Toy & Hobby wants you to have a great experience with the products you purchase from us. After all, we sell fun stuff! However, when something goes wrong, we want to make sure that you receive the satisfaction you deserve as quickly and painlessly as possible. 

Unfortunately, due to the technical nature of many of the products that we sell, we are not able to process all of the returns for defective merchandise here at the shop.  Many items, especially electronics, must be returned to the manufacturer for warranty repair or replacement.  Only the factories have the expertise to determine what the actual problem is and the way to address the problem in the most efficient manner.  You must also contact the manufacturer for any product purchased that is missing parts as they are the only source for replacements.  It will decrease your wait-time dramatically to contact them directly in these situations.  

Should you need contact information, do not hesitate to get in touch with us.  We will be happy to provide phone numbers or email or postal mail addresses whenever possible.  For other returns, exchanges or refunds our policies are as follows:

Return Policy

• We offer a 30-day return policy on all merchandise sold from the website. We will not accept returns for more than 30 days after the date of the purchase.
• All returned merchandise, other than defective merchandise, must be unused, unopened, and in the undamaged original packaging with all items in the box, including instructions and all paperwork. No returns will be accepted and no credit or refund will be given for any merchandise that is not in the same condition as it was when it left the shop, including the outer packaging. If you have opened and used the product in any way, it is not returnable unless defective.
• All returns must be pre-authorized to be returned. Any merchandise returned without being confirmed as acceptable to be returned will not be accepted, and a refund will not be issued
• All radio control merchandise must be inspected and approved by the RC Manager. No exceptions.
• Return postage on all returns will be paid for by the customer.
  
• Voluntary returns will not receive a refund on original shipping.
• Acceptance of all returned merchandise will be at the sole discretion of Eugene Toy & Hobby.
• A decision to order from our website denotes agreement and acceptance of all of these terms and conditions.
• If you would like us to provide a return label at your cost, please email us and we can do so. 

Defective Merchandise

• All returns must be pre-authorized to be returned. Any merchandise returned without being confirmed as acceptable to be returned will not be accepted and a refund may not be filed.
  
• Customers are responsible for all return and re-shipment postage, even on defective merchandise.
  
• Insurance coverage for all returned packages will be paid for by the customer.  We are not responsible for returned packages lost or damaged in transit. Please insure your shipment — uninsured losses cannot be credited.
• Defective merchandise is defined as merchandise that:
  1. Is defective out of the box such as with broken or missing parts, or
  2. Fails to operate correctly due to a defect in material or workmanship.
• Crash damage, for any reason, is not considered to be a defect for the purpose of returning an item.
• Items damaged through crashes, abuse, hard use, or misuse are not considered defective and are not eligible for credit or refund.
• Shipping costs for returned merchandise cannot be credited.
• Some defective merchandise, such as electronics, cannot be returned to us for processing. Warranty claims for defective electronics and many other defective items must be handled by the manufacturer through a direct transaction with you. This is also true for model kits and items that may be missing parts. Most claims for missing parts must be handled directly with the manufacturer. If you need help navigating a manufacturer's warranty claim, we're happy to assist. Be aware that the manufacturer's only obligation is to fix or replace a defective product. You cannot obtain a refund from the manufacturer.
• After evaluation, the decision to credit or exchange, or refund will be at the sole discretion of Eugene Toy & Hobby.
• A decision to order from our website denotes agreement and acceptance of all of these terms and conditions.

No Warranty Credits or Exchanges for:

• Returned items that failed due to an accident, purchaser’s abuse, neglect, or failure to operate in accordance with instructions provided in the owner’s manual(s) supplied.
• Returned items that failed due to incorrect voltage or improper wiring.
• Returned items that failed due to rain, excessive humidity, corrosive environments, or other contaminants.
• Any item damaged in shipment.
• Any product failure caused by installing or operating a product under conditions not in accordance with installation and operation guidelines or damaged by contact with tools or surroundings.
• Returned items with cosmetic defects that do not interfere with product functionality.
• Returned items that are incomplete or defaced.
• Any consumable or standard wear items such as tires, brakes, and similar items.
• Returned items that were special ordered or custom configured.
• Freight damaged items. If your shipment arrives damaged, you must note the damage on the carrier's delivery record in accordance with the carrier's policy, save the merchandise in the original box and packing it arrived in, and arrange for a carrier inspection of damaged merchandise.