Refund policy
*Expect shipment within 14 business days or up to 30 business days for orders not listed as back or pre-orders*
This policy has a fee. Please refer to the section of this policy which covers the fees.
Refund, return or exchange request policy governs those orders is for orders that have been prepped and ready to go for shipping. For orders that have been prepped and ready to go for shipping you will be sent an email from us stating that the order has progressed to this stage.
Should you wish to cancel an order that has not been “prepped and ready to go for shipping”, please refer to our Purchase Options and Cancellations policy.
You have 30 days to request a refund and return or exchange which means you have 30 days from the date the carrier has reported delivery of your item to request a refund, return or exchange. No refund and return or exchange request will be approved by MPM Hobbies after the 30 days from the date the carrier has reported delivery of your item(s).
The procedures, rules and terms are as follows:
1. Refunds and Returns- A refund request must be sent via email to orders@mpmhobbies.com no later than 30 days from the date the carrier has reported delivery. Please input “Refund Request” in the email subject line. In the body of the email, please include your first and last name, the order number, date of purchase, reason for requesting a refund, the specific product(s) and quantities you are requesting to return and the condition of the product(s). If the products in your order were damaged in transit we ask that you take digital pictures that clearly show the damage and send these pictures along with your email request.
Within 48 hours of receiving your emailed refund request, you will be contacted by MPM Hobbies via email and either asked follow up questions or be sent our decision on the products we will approve for return and/or refund and whether we will send you a return shipping label or hold you responsible for return shipment.
DO NOT return any item(s) before obtaining an emailed return/refund approval from MPM Hobbies and the decision on who is responsible for shipping. We will refuse shipment from the carrier. Any and all item(s) returned by you without MPM Hobbies emailed approval/authorization to return. Additionally, you will be denied a full refund.
If you REFUSE SHIPMENT from the carrier simply to return your order without obtaining emailed approval from MPM Hobbies and our decision on who is responsible for shipping, we will keep the products and not issue you a refund.
MPM Hobbies MUST receive the products you are returning before we initiate the refund, if a refund is due to you, in accordance with this policy. Will we process the refund, if you are due one, within 48 hours of receiving the return from the carrier. There are no exceptions to this rule regardless of whether the products are shipped back to us, or you refuse the shipment.
2. Exchanges - Please input “Exchange Request” in the email subject line. In the body of the email, please include your first and last name, the order number, date of purchase, reason for requesting an exchange, the specific product(s) and quantities you are requesting to exchange and the condition of the product(s). The exchange request only applies to exchanges and not refunds.
3. Products - We do not and will not issue a return, refund or exchange for any of the following after MPM Hobbies has prepped your order and made ready to go for shipping:
A. Custom made or personalized product(s)
B. Consumables whether they have been opened or not. Examples are paints, glues, sandpaper etc… Any product that is consumed during use is considered consumable.
C. Items where the shrink wrap, i.e. clear plastic covering, has been removed. We do make exceptions to this on a case-by-case basis. Our decision in regard to your shrink wrap removal and whether we will grant a return and/or refund must be sent to you from MPM Hobbies via email. We may ask that you contact the manufacturer for a replacement part(s). Usually, the manufacturer does this free of charge to you.
D. Any item(s) that are no longer in “new in box” condition. The item(s) individual packaging, not the box used to ship the order, must also be in undamaged condition. Item(s) overall must be in new and resellable condition. We do make exceptions to this on a case-by-case basis.
E. 30 or more days after the date the carrier has reported delivery of your order.
4. Return Shipping Costs - We will hold you responsible for return shipping costs based on the following:
A. If you request any form of return shipping more expensive than the cost of the option we elect to use. An example, if you want to send it next day air but that is not the preferred manner for which we want to utilize. You will be responsible for the shipping costs.
B. If you do not package the item(s) properly, according to our judgement, and the products are damaged in transit. An example, if you are returning a heavy item using improper tape or coverage and because of your lack of reasonable material and effort the product(s) are damaged. You will be held responsible for the return shipping cost paid by MPM Hobbies and will not be refunded for the damaged products.
However, if the damage is obviously due to the carrier and not to you, by our judgement, and we have provided the return shipping label to you, we will not hold you responsible for the damaged goods and will file a claim with the carrier.
C. If you have requested a return and refund after MPM Hobbies has prepped your order and made ready to go for shipping and MPM Hobbies instructs you to refuse shipment.
5. Fees - Order(s) where item(s) are prepped and ready to go for shipping will be charged a 20% restock fee or $2.00 whichever is greater applied to your order. No fees will be accessed to you for orders in which a refund, Return or exchange is initiated by MPM Hobbies without us receiving a request from you.
6. Manufacturer Warranties and Services - Product manufacturers typically offer warranties which cover such issues as broken or missing parts, product defects or damage. If your product(s) situation is one to where MPM Hobbies will not issue a return, refund or exchange, you are highly encouraged to contact the manufacturer. Typically, manufacturers will replace missing and broken parts and repair items at no cost to you. If they will not work with you then contact us immediately.
7. Contacting MPM Hobbies - Our contact information is available via the “Contact Us” or “Contact MPM Hobbies” links located at the top or bottom of our website pages.