Refund and Returns Policy

Hobby Heaven (hobbyheaven.co.uk) Last updated: 29/08/2026

This policy explains your rights to cancel, return, and receive a refund for Goods purchased from hobbyheaven.co.uk. It is written in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”) and the Consumer Rights Act 2015 (“CRA”). These are statutory rights and cannot be excluded or reduced by this policy — this policy sets out exactly what the law requires and no more.

1. Your right to cancel (change of mind)

If you are a consumer buying online, you have a legal right to cancel your order without giving a reason, within the following period:

14 calendar days starting the day after you (or someone you nominate) receives the Goods.

To cancel, you must clearly inform us before the deadline — by email to [email protected] — stating your order number and intention to cancel. We recommend using our cancellation form (available on request) or email for evidence purposes. Simply refusing delivery does not constitute valid notice of cancellation.

1.1 Returning the Goods

Once you have cancelled, you must return the Goods to us within 14 days of telling us you wish to cancel.
You are responsible for the cost of returning the Goods to us, unless the Goods are faulty or not as described (see Section 3).
Goods must be returned unused, in the condition in which they were received, and — where reasonably possible — in their original packaging with all labels and accessories included.
You are liable for any diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics, and function — for example, removing shrink-wrap to inspect an item is acceptable, but using, assembling, or damaging the item is not. We reserve the right to make a deduction from your refund to reflect any such diminished value, up to the full price of the item.
You must provide proof of purchase (order confirmation or receipt) with any return.

1.2 Refunds following cancellation

We will refund the price paid for the Goods, using the same payment method used for the original transaction, within 14 days of the earlier of: (a) the date we receive the returned Goods back, or (b) the date you provide evidence of having sent the Goods back (e.g. a proof of postage).
We may withhold the refund until we have received the Goods back or you have supplied evidence of return, whichever is earlier.
Standard delivery charges paid at the time of order will be refunded, but only up to the cost of our cheapest standard delivery option. If you chose an upgraded or express delivery option, we will not refund the difference between that and our standard delivery charge.
Return postage costs are not refunded.

2. Exceptions to the right to cancel

In accordance with Regulation 28 of the CCR, the right to cancel does not apply to the following types of Goods, and no refund will be given for change of mind on:

Goods made to your specification or clearly personalised (e.g. custom-engraved or made-to-order items).
Sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery (e.g. certain craft materials, paints, or consumables where hygiene sealing applies).
Sealed audio, video recordings, or sealed computer software (including game or hobby software/digital licence codes), once unsealed after delivery.
Digital content supplied on a non-tangible medium (e.g. digital downloads), once downloading has begun with your express consent and acknowledgement that you lose the right to cancel.
Goods that, by their nature, become mixed inseparably with other items after delivery.
Perishable or time-limited goods.

Where an item falls into one of these categories, this will be indicated on the product page.

3. Faulty, damaged, or not-as-described Goods

If Goods are faulty, damaged in transit, or do not match their description, your rights are governed by the Consumer Rights Act 2015, as follows:

3.1 Short-term right to reject (first 30 days)

If a fault is discovered within 30 days of delivery, you are entitled to a full refund, a repair, or a replacement, at your choice, subject to Section 3.4 below.

3.2 Repair or replacement (after 30 days, within 6 months)

After the initial 30 days, you must first give us the opportunity to repair or replace the item before a refund becomes available. We will bear the cost of this and will complete it within a reasonable time and without significant inconvenience to you. Only if a repair or replacement is not possible, or has not resolved the fault after one attempt, will you become entitled to a full or partial refund or a price reduction.

Within the first 6 months, it is presumed the fault was present at the time of delivery unless we can demonstrate otherwise.

3.3 After 6 months

After 6 months from delivery, you may still be entitled to a repair, replacement, refund, or price reduction, but you will need to demonstrate that the fault was present at the time of delivery (e.g. as a manufacturing defect), rather than caused by normal wear and tear or misuse.

3.4 Conditions

We may request photographic evidence or ask for the item to be returned for inspection before processing any refund, repair, or replacement claim.
Faults caused by misuse, accident, failure to follow instructions, normal wear and tear, or unauthorised modification are not covered.
Where we agree a return is due to our error (fault, damage, or mis-description), we will reimburse reasonable return postage costs upon provision of a valid receipt.

4. Non-returnable items summary

For clarity, the following are not eligible for a change-of-mind refund (though your faulty goods rights under Section 3 always apply):

Personalised or custom-made items.
Opened/unsealed items where sealed for hygiene reasons.
Opened software, digital licence keys, or digital downloads.
Gift cards and vouchers.
Sale or clearance items marked as final sale, where clearly stated at the point of purchase (this does not affect your rights if the item is faulty).

5. How to start a return

Email [email protected] with your order number, the item(s) you wish to return, and the reason (cancellation or fault).
We will confirm the return address and any reference number to include with your parcel.
Package the item securely, including proof of purchase.
Obtain proof of postage when you send the item — we recommend a tracked service, as we cannot be responsible for items lost in transit back to us.

6. Refund method

All refunds are issued to the original payment method used for the order or as store credit. We do not offer cash or alternative-method refunds.

7. Contact

Questions about this policy or an existing order should be sent to [email protected].

This policy does not affect your other statutory rights as a consumer.