Refund policy

Return and Refund Policy

Last updated: 18 October 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, purchases previously made in store.

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 after delivery; cancellation before dispatch is covered separately below;
  • 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: info@sootanghobby.com.au
Phone: 0468 838 441
Please request current return instructions and the return address before posting anything. Do not send returns to our former store address.

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

Pre-order cancellation before dispatch is handled under the following rules, not the change-of-mind return exclusions above. Full payment and timing details are in our pre-order policy.

Cancellation before dispatch

Email info@sootanghobby.com.au with your order number to request cancellation.

  • Before the supplier order or allocation is locked: we will refund the deposit for the cancelled item in full.
  • After the supplier order or allocation is locked: for a change-of-mind cancellation, we may deduct only actual, unrecoverable costs directly attributable to your order. We will explain those costs. Any deduction is capped at the deposit paid for that item (20% of its full price); it is not an automatic forfeiture of the deposit. We will refund the remainder of the amount paid for the cancelled item.
  • If we cannot supply your item: we will refund all payments for that item, including any deposit and balance, and any associated shipping charge that is no longer applicable.

We will tell you whether the supplier order or allocation has been locked when handling your request. Nothing in this policy excludes, restricts or replaces your rights under the Australian Consumer Law. Where you are entitled to a statutory remedy, the change-of-mind deductions above do not override it.

Arrival estimates and delays

The product page shows the current estimated Australian arrival window when known. Dates are estimates, not guaranteed delivery dates. A Japanese release date is not the same as an Australian dispatch date.

If the estimate changes, we will notify affected customers by email, explain the delay and give a revised estimate when available. We will also explain the available cancellation and refund options. If no reliable revised estimate is available, we will say so. Contact us if the revised timing does not work for you. Your rights to a remedy under Australian Consumer Law remain unaffected.