Sometimes stuff happens. And because stuff happens, we want to make sure both our buyers and sellers have the tools they need to arrive at a fair outcome when problems arise.


If you encounter any issue with your purchase—the seller is late to ship, the shipment is lost, the order arrives damaged, or anything of that nature, the power to resolve the issue is in your hands.


To help come to a fair resolution for all parties involved, we've compiled a list of some suggestions and tips for order disputes.



TABLE OF CONTENTS



Returns Policy


hobbyDB is a marketplace: each item is sold and shipped by an independent seller. Every purchase on hobbyDB is covered by this Returns Policy.


What can be returned

  • Item not as described or damaged: you get a full refund including shipping. The seller pays for return shipping. If both sides agree, the seller can offer a partial refund and you keep the item instead.
  • Item never arrived: if your order hasn't arrived 2 weeks after the seller's shipping timeframe and tracking shows no progress, you get a full refund.
  • Change of mind: returns for any other reason are up to each seller. Check the listing or ask the seller before you buy.
  • Subscriptions (hobbyDB memberships) are final and not refundable.


Time limits

  • Report a problem within 14 days of delivery.
  • The seller replies within 3 business days.
  • Ship the item back within 7 days of the seller agreeing to the return, with tracking.
  • The seller refunds you within 3 business days of the return arriving. PayPal usually shows the refund within 3-5 business days.


How to return an item

  1. Go to your Buyer Dashboard and find the order.
  2. Click Actions, then Contact Seller.
  3. Describe the problem and add photos if the item is damaged or different than listed.
  4. Once the seller agrees, ship the item back with tracking and send the seller the tracking number.
  5. The seller refunds you when the return arrives.


If the seller doesn't reply within 3 business days, email support@hobbydb.com with your order number and we'll step in.



Your order has shipped, but is delayed 


Shipping can take longer than expected, especially for international orders, which can take several weeks to clear customs. If tracking shows the parcel is moving, please give it time. If tracking hasn't updated in 2 weeks, contact the seller from your Buyer Dashboard.



Your order hasn't shipped, or is significantly delayed


Here are the 3 steps:

  1. Check the seller's estimated shipping timeframe within your order confirmation email. If you're still within the suggested timeframe, please be patient and give the seller a chance.

  2. If you are outside the seller's shipping timeframe, kindly reach out to the seller via our private messaging system to confirm shipment date. If the seller is communicative over private message, then we recommend waiting an additional week before taking further action.

  3. If it has been more than two weeks since you placed that order, and the seller has either become unresponsive or never responded, it's time to consider filing a PayPal dispute. 



Your order arrives damaged or different than listed


There are usually two ways to resolve these cases: 


  1. Sellers will offer a partial refund to account for the damage, and the buyer keeps the item.

  2. The buyer returns the item to the seller for a full refund. 


It is up to the buyer and seller to decide what would work best for them in the end, including who will pay for the return shipping. To help streamline the resolution, contact the seller via our private messaging system. Please include photos of the item and the shipping box that it arrived in. This will help the seller in the future if they decide to file an insurance claim with the post office.


As a rule of thumb for all of these cases, please always try contacting the seller before filing any sort of PayPal dispute or Chargeback.



Filing a PayPal Dispute


Note: This information was verified against PayPal's policies at time of writing, but please always check with PayPal for the most up-to-date information.


To be fair to both parties, please try to work things out between yourselves before taking further action. Filing a dispute will cost the seller extra money—PayPal charges them $8-16 for each one filed against them.


If it does become necessary to file a PayPal dispute, you can do so in the PayPal Resolution Center using a web browser. You have 180 days from the transaction date to initiate a dispute.


Important Precautions

  • PayPal only allows a buyer to open one dispute per transaction, so be sure to keep the case open until it is resolved to your satisfaction. Do not close the case before the issue is resolved or you will not be able to receive further help from PayPal.

  • If the seller is offering a refund, verify that the amount is correct before accepting it. If you accept a refund for an incorrect or incomplete amount, you will not be able to request another refund through PayPal.