Refund policy

Returns and Refund Policy - HobiEgo Returns and Refunds Overview:

At HobiEgo, we strive to provide you with authentic and high-quality K-pop merchandise. However, please note that we do not accept returns or offer refunds for the following specific reasons:

1. Photocard Preference: We do not offer refunds or returns if the album you purchased does not contain the specific photocard you desired. Photocards are randomly included by the manufacturers, and we have no control over their contents. The same for any other items that are randomly given e.g. postcards.

2. Proof of Unboxing: To be eligible for a refund or return, we require customers to film their unboxing experience, specifically showing the contents of the package upon its arrival. This footage serves as proof in case of any issues with your order.

3. Damaged or Incorrect Items: We will process refunds or returns for items that are damaged during shipping or if an incorrect item was shipped to you. In such cases, please contact our customer support within 14 days of receiving your order, providing clear photographic evidence of the issue. Please be aware that the outer case is primarily intended to protect the merchandise, and we are unable to facilitate exchanges for minor dents, scratches, or discoloration on the outer case. This policy also applies to magazine covers.

Refund Process for Eligible Cases:

If you encounter a problem with your order that falls within our eligible criteria, please follow these steps:

  1. Contact our customer services within 14 days of receiving your order at customer.services@hobiego.com
  2. Provide clear photographic or video evidence of the issue, including the unboxing video as requested.
  3. Our customer services team will review your case and provide further instructions for processing your refund or return, if applicable.

Note: Refunds will be issued to the original payment method used for the purchase, and processing times may vary depending on your payment provider.

We appreciate your understanding of our refund policy. Our goal is to provide an exceptional shopping experience for all K-pop fans, and we are here to assist you with any concerns or issues you may encounter during your shopping journey.