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Returns Information

At Frontline Hobbies, we love to make our customers happy. That’s why we provide a flexible returns policy.

In most cases, if you change your mind or the order is damaged, we’ll happily replace or refund. See below for full details and conditions.

And remember, all products are sold with a manufacturer’s warranty unless otherwise noted.

Change your mind?

If you change your mind, no worries! Just return the unused and unopened item within 14 days of receiving, together with your tax invoice, and we will refund or exchange the item/s for you. Postage costs will be at the returner’s expense. Please contact us prior to any returns so we can look out for your items, and have any exchange items ready to send. If you would like to exchange beyond the 14 day period then please talk to us first, and we will see what we can do.

Item faults and warranties

If you are having trouble with any of your purchases, and suspect it could be a warranty issue, then please email us (sales@frontlinehobbies.com) with:

  • The item product code (this can be found on your receipt/order confirmation)
  • Your name and order number (also found on your receipt/order confirmation)
  • A photo of the fault/problem

Emailing these items will often help us resolve any issues without you having to physically send the goods back. Generally we will reply to your email within 24hrs.

We want you to have a great experience with us, so we’re very reasonable when it comes to faults. If we can’t resolve the problem we’ll discuss with you how to return the item.

My item is damaged

It’s important to know that we can only accept damaged items if you purchased transit insurance for your delivery. If you do receive a damaged item, you must email us (sales@frontlinehobbies.com) within 7 days of receiving your order. Please email us with:

  • The item product code (this can be found on your receipt/order confirmation)
  • Your name and order number (also found on your receipt/order confirmation)
  • A photo of the damage

After receiving your email we will contact you to discuss how your item can be returned.

If we ask you to return the item, please ensure it is suitably packaged in order to prevent any damage during return shipping and is accompanied by a copy of the invoice. We will test all returned products within 7 days or send them to the manufacturer. If the item is deemed defective, we will replace the product or refund the original purchase price and associated shipping costs. We highly recommend that any items returned by post be sent by registered mail, as we can’t accept responsibility for loss or damage in transit.

Please do not return items via Express Delivery or COD. If we are reimbursing shipping to you (must be authorised by Frontline Hobbies), we can only reimburse the cost of standard post.

I got the wrong item

Don’t fret, if you do happen to receive the wrong item, please call or email us within 7 days of receipt so we can arrange replacement or refund. Just return the unused and unopened item within 7 days of receiving, together with your tax invoice, and we will refund or exchange the item/s for you. Please be sure to pack the item suitably to prevent damage during return shipping. We highly recommend that any items returned by post be sent by registered mail, as we can’t accept responsibility for loss or damage in transit.

Processing your refund

We process your refund as quickly as possible after receiving the returned items. For the majority of items this will be within 5 business days. If your item requires testing by us or the manufacturer, the refund may take up to 30 business days.

Refunds will be issued in the same payment method as was used for your original payment – either cash or refunding the credit card used.

 

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Contact

255 Hunter Street,
Newcastle NSW
2300 Australia
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Local call cost
Australiawide:

1300 764 466
Outside Australia:
+61 2 4929 1140
Fax:
+61 2 4926 1468
Email:
sales@frontlinehobbies.com.au

 
 
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