What is your cancel or refund policy?Updated 8 days ago

At P-Rex Hobby, we strive to provide excellent customer service, including a fair and transparent policy for cancellations and returns. Please review the following guidelines for cancellations and returns of products purchased from our website.

Cancellations:

You may cancel your order before it ships or is fulfilled for pickup. Upon cancellation, you will receive store credit in the form of a Gift Card for the full amount paid.

Returns:

Unopened Products

• Customers have a 30-day window from the date of receipt to request a return for unopened items.
• Upon approval, all returns will be refunded as store credit in the form of a Gift Card for the full value of the product.
• Items purchased using reward points are valued at the amount paid after the reward discount is applied. For example, if you use reward points to partially pay for an item, the return or exchange value will be based on the amount you actually paid after the points are applied.
• Shipping costs already incurred are non-refundable.

Opened Products

• Returns for products that have been opened are not accepted. To maintain the quality and safety of our products, only unopened items are eligible for returns.

Damaged Products

• Returns for damaged products are not accepted. While we take every precaution to ensure your order arrives in perfect condition, P-Rex Hobby cannot be held liable for items damaged or lost during shipping.
• If your order arrives damaged, we will assist you in contacting the shipment carrier to file a claim. Please retain all packaging materials and damaged items as evidence during this process.

How to Initiate a Return:

If you need to initiate a return for eligible unopened products within the 30-day window, please follow these steps:

1. Contact our customer support team at Customer Support Email to request a return authorization.

2. Carefully package the unopened items you wish to return, ensuring they are securely protected during transit.

3. Include a copy of your original order invoice or packing slip inside the package.

4. Ship the package to the address provided by our customer support team. Please note that the cost of return shipping is the responsibility of the customer.

5. Once we receive the returned items, we will inspect them to ensure they meet the return criteria. Upon approval, we will process your refund within 5 business days.

If you have any questions or require further assistance regarding cancellations or returns, please do not hesitate to contact our dedicated customer support team. We are here to help and ensure that your shopping experience with P-Rex Hobby is as smooth as possible.

This policy is subject to change, and the most up-to-date version will always be available on our website. Please review this policy periodically for any updates.