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Returns

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 down-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 snail-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 web site. 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, 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. Any merchandise returned without a valid Return Authorization (R/A) will not be accepted.
  • To receive a Return Authorization number send us an email at hobbyguys@eugenetoyandhobby.com. We will email you a R/A form to fill out.
  • You must fill out the form completely in order to receive a R/A.
  • Return postage on all returns will be paid for by the customer.
  • Acceptance of all returned merchandise will be at the sole discretion of Eugene Toy & Hobby.
  • A decision to order from our web site denotes agreement and acceptance of all of these terms and conditions.

Defective Merchandise

  • All returns of defective merchandise must be pre-authorized. Any merchandise returned without a valid Return Authorization (R/A) will not be accepted.
  • To receive a Return Authorization number send us an email at hobbyguys@eugenetoyandhobby.com. We will email you an R/A form to fill out.
  • Return and re-ship postage on all returns of defective merchandise will be paid for by the customer.
  • Insurance coverage for all returned packages will be paid for by the customer.  Eugene Toy & Hobby cannot be responsible for returned merchandise that is lost or damaged in shipment that has not been insured by the customer.
  • 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.
  • Merchandise that has been crashed, abused, broken through hard usage or used for a purpose other than intended is not defective and will not be credited or refunded.
  • 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. We will gladly assist in obtaining satisfaction from the manufacturer if you are having difficulty with this process. Be aware that the manufacturer's only obligation is to fix or replace a defective product. You cannot obtain a refund through a 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 web site 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 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.

Return Request