Returns and Refund Policy

HobiEgo Kpop Shop

Overview

At HobiEgo, we are committed to providing authentic, high-quality K-pop merchandise. This policy sets out the circumstances under which refunds or returns will and will not be accepted. Please read this policy carefully before placing an order.

1. Items Not Eligible for Refund or Return

1.1 Random Photocard Pulls from Albums

Refunds and returns will not be accepted on the basis that an album did not contain a specific photocard. Photocards included within albums are allocated randomly by the manufacturer. HobiEgo has no control over the contents of any individual album. This policy applies equally to any other randomly allocated items, including but not limited to postcards and inserts.

Exception: Where a customer has video evidence of the unboxing and the footage clearly shows that a photocard was absent from an album in which one was expected, the claim may be considered as a manufacturer error. Claims of this nature must be submitted within 14 days of receipt of the order and must be accompanied by the full unboxing video. Without such evidence, HobiEgo is unable to verify the claim and a refund cannot be processed.

1.2 Individual Photocards — Returns

HobiEgo does not accept returns on individual photocards under any circumstances. This policy exists to guarantee the authenticity of every photocard sold through our store. Accepting returns would compromise our ability to verify the integrity of items re-entering our inventory. All photocards sold by HobiEgo are guaranteed authentic at the point of sale.

1.3 Outer Packaging and Cases

The outer casing of albums and products is intended solely for the protection of the merchandise in transit. HobiEgo is unable to facilitate refunds or exchanges for minor cosmetic damage to outer packaging, including dents, scratches, or discolouration. This policy applies equally to magazine covers.

2. Eligible Refund Cases

Refunds will be considered in the following circumstances:

•       An individual photocard arrives damaged.

•       An incorrect item was dispatched.

•       An item was damaged during shipping (excluding outer packaging as outlined in Section 1.3).

•       A photocard was absent from an album, supported by full unboxing video evidence (see Section 1.1).

3. Damaged Individual Photocards

In the event that an individual photocard is received in a damaged condition, HobiEgo will issue a refund to the original payment method. The customer is not required to return the item.

To be eligible, the following conditions must be met:

1.    The claim must be submitted within 14 days of receipt of the order.

2.    Clear photographic or video evidence of the damage must be provided.

3.    Where available, unboxing video footage showing the condition of the item upon arrival is required. Customers are strongly advised to film the unboxing of all orders for this purpose.

HobiEgo reserves the right to decline a refund claim where sufficient evidence of damage upon arrival cannot be established.

4. Unboxing Video — Recommendation

HobiEgo strongly recommends that all customers film the unboxing of their order upon receipt, prior to handling or removing any items. This footage may be required as supporting evidence for any refund or dispute claim. HobiEgo cannot guarantee the outcome of a claim submitted without video evidence of the unboxing.

5. How to Submit a Claim

To submit a refund or return claim, please follow the steps below:

4.    Contact our customer services team within 14 days of receiving your order at customer.services@hobiego.com.

5.    Include your order number, a description of the issue, and clear photographic or video evidence.

6.    Our team will review your submission and respond with further instructions within a reasonable timeframe.

6. Refund Processing

Approved refunds will be issued to the original payment method used at the time of purchase. Processing times may vary depending on your payment provider. HobiEgo is not responsible for delays incurred by third-party payment processors.