Return/Cancellation Policy - Trinity Hobby
Returns & Refunds
Eligibility: Refunds are only issued for items that are heavily damaged. Minor box dents or torn shrink wrap—especially those occurring during shipping from our distributor—are considered normal and do not qualify for a refund or discount. This would be defined as Cosmetic Damage.
We do not offer additional discounts unless advertised for dented boxes.
TCG Products: We do not allow returns/exchanges on any Trading card Game Product.
This includes Opened / Unopened / Singles. All Sales Final.
We accept refunds only within 7 days of delivery or instore purchase. This must be reported within 24 hours of delivery.
We accet exchanges only within 14 days of delivery or instore purchase.
How to Request a Refund:
-
Email us with proof of purchase.
-
Include clear photos of the damaged item.
We are not responsible for packages once they are picked up or dropped off with Canada Post. However, we will assist you by submitting support tickets and keeping you informed of any updates.
Additional Insurance:
Insurance options are available. Please see: Menu > Ship Your Private Warehouse.
Returns Conditions:
-
Items must be in their original packaging.
-
Return shipping is paid by the customer and will be refunded only after we receive and inspect the returned item.
Duties & Taxes:
All import duties, VAT, taxes, and brokerage fees are the responsibility of the customer. These fees are not included in your order total and may be charged upon delivery by your local customs authority.
These will not be refunded on return/cancellation of the item.
Refused Shipments:
If an international package is refused or returned due to unpaid customs, incorrect address, or refusal to accept the item, the cost of original shipping, return shipping, and any customs/duty charges incurred will be deducted from your refund. Only the remaining balance will be refunded in store credit after the item is returned and inspected.
Return Shipping for International Orders:
We do not provide return labels for international orders. Return shipping must be arranged and paid by the customer.
Delays Due to Customs:
We are not responsible for delays caused by customs clearance procedures. These are outside our control.
Cancellations
Order cancellations will be given in store credit.
In-store Pickups:
Once you are notified that your order is ready for pickup, cancelations may only be refunded as store credit.
Shipped or Processed Orders:
If your order is marked as “fulfilled,” it may have already been shipped or processed and cannot be canceled.
Pre-Orders & Private Warehouse Orders:
-
These are considered locked-in.
-
Cancellations requested before shipment may be approved for store credit, minus a 10% restocking/preorder fee.
This covers allocation, special ordering, and transaction fees. -
Private Warehouse orders older than 7 days will also incur the 10% restocking fee.
-
If your Private Warehouse order remains unshipped for over 2 months, and we’ve contacted you at least twice via email, we reserve the right to cancel the order, return items to inventory, and issue store credit minus the 10% fee.
SEZZLE/Afterpay (Buy now/ Pay Later plans) : Due to the higher fee imposed. There will be a 20% fee cancelation policy.
We retain the right to list and enforce a higher cancelation fee on particular high demand items listed in the product listing (either in title or description).
Abandoned Private Warehouse or Pickup Orders
If your Private Warehouse or in-store pickup order remains unclaimed for 6 to 12 months, and we have made reasonable attempts to contact you via email, we reserve the right to:
-
Cancel the order without refund.
-
Retain 100% of the order value as a restocking, storage, and processing fee.
Refunds to original payment methods:
We hold the right to refund back to the original payment method (credit card / store credit/ etc). Please allow minimum 2 business days - 7 for the refund to process. This will be subject to the restocking fee when refunding to the original form of payment.