Refund policy

Return and Refund Policy

Last updated: 5 June 2026

Thank you for shopping with Sootang Hobby Australia. We want every order to arrive safely and as expected. This policy explains how returns, exchanges and refunds are handled for purchases made through our online store and, where applicable, our Chatswood retail pop-up.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major problem, is unsafe, is not as described, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund.

Change-of-mind returns

For eligible products, you may request a change-of-mind return within 14 days of receiving your order or collecting your item. To be eligible, the item must be unused, unopened, in its original packaging, and in resaleable condition. Proof of purchase is required.

Change-of-mind returns are assessed at our discretion and may be offered as a refund, exchange or store credit. Original shipping fees are not refundable for change-of-mind returns, and return shipping costs are the customer's responsibility unless the product is faulty or we sent the wrong item.

Items that cannot be returned for change of mind

For hygiene, collectability, allocation and product integrity reasons, we generally cannot accept change-of-mind returns for:

  • blind boxes, mystery boxes or opened sealed collectibles;
  • trading cards, single cards, sealed card products and similar TCG products;
  • pre-order items, unless we are unable to fulfil the order;
  • gift cards;
  • sale, clearance or final-sale items;
  • items that have been opened, assembled, used, damaged after delivery, or are missing packaging or accessories.

This does not affect your rights if an item is faulty, damaged, unsafe or incorrectly supplied.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged, faulty, missing parts, or you received the wrong product, contact us as soon as possible with your order number and clear photos of the issue, packaging and shipping label. We will assess the issue and help arrange a suitable solution.

How to request a return

Before sending anything back, please contact us first so we can confirm the next steps. Items returned without approval may not be accepted.

Email: jeremywty93@gmail.com
Phone: 0468838441
Store address: K320/1 Anderson St, Chatswood NSW 2067, Australia

Refunds

Once we receive and inspect an approved return, we will let you know whether the refund has been approved. Approved refunds are processed back to the original payment method where possible. Your bank, card provider or payment service may take additional time to post the refund.

Exchanges

If you would like a different item, the fastest option is usually to place a new order after your return has been approved. Exchanges depend on stock availability.

Pre-orders

If pre-orders are offered, estimated arrival dates are provided as a guide only and may change due to supplier, production, customs or freight delays. If we are unable to fulfil a pre-order, we will contact you and provide a refund for the unavailable item.