All items we ship have successfully passed our QC inspection. We will 100% test each R/C Toy before shipping to our customers to eliminate a possible trouble that might come to us.
DOA (Dead on Arrival)
If the product arrived broken please contact us within 7 days after delivery. We will usually resend the order or offer you a full refund. We do not offer "Return after Try / Fun", so 7 days is more than enough for testing. Please be a respectful and responsible person.
Because these items are high-value, we may ask you to send back the defective item. When you return the item, it should come with all included accessories such as the cable, charger, and battery. If an item is missing we will ask you to pay for them. We will give you equivalent coupon to replace return shipping fees.
7 Days Dislike
If you dislike the item for any reason, you can contact us within 7 days. You need to offer photos or videos to show us the item is in the same condition as when it was delivered to you, without any other damage or defective parts. Once we have confirmed the condition, the item should be returned to us. You need to pay the full cost of shipping the item back to us and the original shipping paid to send the item to you. We will refund the price you paid deduct all shipping charges after we have received the item, checked the condition and made sure the original accessories are included.
Note: During the return shipping you are responsible for any customs charges or tariffs to return the item. In these cases, we will deduct the taxes we need to pay from the refund you will receive.
Broken Within 7 Days
If you receive a fault due to a manufacturing fault within 7 days after delivery, we will arrange to resend or refund depending on your preference. We will cover the cost of the postage fee you pay to return the item to us (see the detail in special note). The shipping fee will be refunded to you after the returned item has arrived in our designated location with the receipt, any further costs incurred during the return process will be at your expense. Once we receive it and confirm the item's problem we will arrange a replacement or refund you.
If the problem can be solved by other ways like upgrading the system or spare parts we can offer other compensation. Customers can discuss this with customer service to reach an agreement.
Artificial factors such as dis-assembly, misuse, drops, crashes or falls, water damage, unofficial firmware or software modifications or any others causes of damage are not covered. You need to pay the full cost of shipping the item back in this situation.
Broken After 7 Days
If the item is faulty after 7 days, we will not provide any refund, resend or repair service. We will only provide advisory services to help you solve the problem.
Missing Item(s), Wrong Item(s) or Incorrect Package Sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please contact our customer service within 7 days. You need to follow our warranty process below to minimize any delays.
If we have not sent the wrong item: we will resend the missing item/accessory for free within 7 days since we confirm the problem and reply to you.
If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). CoolerHobby will decide whether you need to return the wrong item or not and compensate the return shipping fee once when we receive it.
1. All returns must first be authorized by our customer service prior to return. All customers need to confirm with our customer service about the return address and details before you send the defective item back to us.
2. Under all of the above situations any resend or refund will be made only after we get the returned item, confirm the item is in good situation and confirm the problems are the same manufacturing or shipping problems that the customers described.
3. The shipping fee for sending the item back to us will be paid by customers except for DOA and broken within 7 days situations. The return shipping fee is less than 60% of the defective item(s) value, and also less than $40 (USD), we will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our customer service staff to further confirm it.
4. Please send item back to us through local post office instead of express service like DHL, UPS, TNT, FEDEX... as it likely will incur import taxes when it reaches customs and it may also be delayed during the customs clearance process. If we can't receive the item we can't arrange a replacement or repair.
5. We advise you to put a note in the returned package that includes the following details.
1) Your order number
2) The returned item's name or SKU
3) Your return reasons
This note will help expedite our processing time.
6. If you have difficulties in sending the item back, such as a high shipping fee, your country forbids sending batteries out or other problems, you are very welcome to discuss this with our customer service or salesman and come to an agreement on the solution.
How to request warranty (return, repair and refund)
Any products, dead on arrival (incorrect usage excluded) within 7 days after delivery or broken within 7 days.
In this case, please contact our customer service and kindly provide us with proof as below:
1. The photos of original CoolerHobby package with front and back sides
2. The photos or video of the whole defective item(s).
3. The photos, video or screenshot showing the malfunction of the defective item(s).
4. Specific description of the defect or defective area.
Usually our customer service team will deal with it within 2 business days.