Return & Refund Policy

Effective Date: May 30, 2026

Thank you for shopping at JoeModelHobby (). We appreciate your business and want to ensure you have a transparent experience on our platform. This Return & Refund Policy outlines the conditions under which returns, exchanges, and refunds are processed for products operated by Hong Kong Model World Global Limited.

Please read this policy carefully before making a purchase. By placing an order, you agree to the terms below.

1. Order Cancellations

  • Before Shipment: You may request to cancel your order and receive a full refund within 24 hours of purchase, provided the order has not entered the fulfillment or packing phase.
  • After Shipment: Once your order has been handed over to our logistics partners (Cainiao Express or YunExpress), the order cannot be canceled or intercepted. You must wait to receive the package and follow our standard return process if eligible.

2. Eligibility for Returns & Exchanges

Given the collectible and fragile nature of hobby models, figures, and related products, we enforce strict return guidelines to ensure product authenticity and condition:

  • Return Window: You must contact us at support@joemodelhobby.com within 7 days of the confirmed delivery date (as recorded by the carrier tracking) to request a return.
  • Product Condition: To be eligible for a return, the item must be unopened, unused, and in the exact same condition that you received it. It must remain sealed in its original manufacturer packaging (including plastic seals, inner blisters, and outer boxes).
  • Exclusions: We do not accept returns or provide refunds for:
    • Items that have been opened, assembled, painted, or modified by the user.
    • Products missing original accessories, instructions, or promotional items.
    • Minor external box or packaging damage incurred during international transit (the outer cardboard/box is designed to protect the internal collectible; minor corner dents or creases do not qualify an item as defective).

3. Sale Products and Promotional Items

  • Final Sale: Any products purchased on sale, clearance, or as part of a promotional discount event are considered FINAL SALE.
  • No Returns or Refunds: These sale products are not eligible for returns, exchanges, or refunds for change of mind or personal preference. Please review product details carefully before purchasing sale items.

4. Defective, Damaged, or Incorrect Items

We take great care in inspecting and packing your products. If you receive an item that is fundamentally defective, severely damaged, or completely incorrect (including sale items if the defect is a major structural manufacturing error):

  1. Immediate Notification: Email us within 7 days of delivery at support@joemodelhobby.com.
  2. Required Evidence: You must provide your order number, a clear photo of the shipping label, and clear photographs or an unboxing video demonstrating the damage or defect.
  3. Resolution: Upon verification, we will offer a suitable solution at our expense, which may include a replacement, a partial refund, or a full refund depending on the severity of the issue and stock availability.

5. Return Shipping Costs

  • Customer Responsibility: For returns based on personal preference (e.g., changing your mind, ordering the wrong eligible item), the buyer is responsible for arranging and paying for all return shipping charges, as well as any associated import duties/taxes upon re-entry to Hong Kong. We highly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
  • Our Responsibility: If the return is due to our error (incorrect item sent) or a verified severe manufacturing defect, we will cover the return shipping costs or issue a prepaid shipping label.

6. Refund Process

  • Inspection: Once your return package is received at our facility, it will be inspected by our team to ensure it complies with the conditions listed in Section 2. We will notify you via email regarding the approval or rejection of your refund.
  • Processing Time: If approved, your refund will be automatically processed, and a credit will be applied back to your original method of payment (PayPal or Antom) within 7 to 10 business days.
  • Please note: Depending on your bank or credit card issuer, it may take additional time for the refund to officially post to your account.

7. Customs and Refused Packages

  • If a package is returned to us because the buyer refused delivery, failed to pick up the item from the local post office/locker, or refused to pay the required import customs duties/VAT in the destination country, the buyer will be liable for all original shipping costs, return shipping fees, and processing fees incurred. These costs will be deducted from your final refund amount.

8. Contact Us

For any inquiries or to initiate a return request, please contact our support team:

  • Company Name: Hong Kong Model World Global Limited (香港模界環球有限公司)
  • Support Email: support@joemodelhobby.com