Widerrufsrecht

Refund & Return Policy

Contact Information
For any return issues, please contact us with picture feedback at official@hobbywater.com. Customers may request a return within seven (7) days of receiving the product. Refunds will be issued via the original payment method.

Special Note for EU Consumers
In accordance with the EU Consumer Rights Directive (2011/83/EU), consumers in the European Union enjoy a fourteen (14)-day right of withdrawal (cooling-off period) from the date of receiving the product. This policy is intended to provide you with clear information about your rights. Effective June 19, 2026, in compliance with the latest EU regulatory updates, we will provide a clear and easy-to-use "withdrawal" button on our website and application to facilitate your exercise of the withdrawal right.

Exclusions and Conditions

Promotional products are subject to this standard policy and do not enjoy additional return rights.
No refunds or exchanges for non-damaged products.
All products have specific technical usage thresholds. Please ensure suitability before purchasing.
All products are "not accepted for return or exchange due to non-quality issues." By purchasing our products, you agree to this policy.

Non-Covered After-Sales Protection (Non-Quality Issues)

Failure or damage caused by circuit modification or improper matching.
Damage from private modifications or dismantling.
Damage from incorrect installation or use.

Important Notice

International import may require materials for customs clearance in some countries. If goods are returned due to the customer's failure to cooperate with customs clearance, resulting shipping costs will be borne by the customer. We can provide a full consumption list and required certificates upon request.
If the return is consumer-caused, the consumer is responsible for the return shipping fee. The fee depends on the chosen courier company.
If the goods received are damaged or incorrect due to our fault, the consumer is not required to bear the shipping fee.
No restocking fee will be charged to consumers for returned products.

Unreceived Goods Refund Request

If you have not received your order despite it being marked as shipped, please contact us within two (2) days of the logistics status showing "out for delivery" or "delivered."
If the package cannot be delivered due to incorrect address information, inability to contact the recipient, or other customer-related issues, we cannot issue a refund.
If the local logistics provider confirms successful delivery but you claim not to have received the item, we are unable to process a refund (though we may offer compensation as a goodwill gesture).
In the event of lost packages or failure to deliver by the logistics company, we will coordinate with the carrier and provide appropriate compensation to you.

Cancellation Policy

Orders can be cancelled before product processing for a full refund.
Once the product has been shipped, we cannot cancel the order.
Customized products cannot be cancelled.

Return Conditions

All items must be returned in their original selling condition.
Items must be returned with their original boxes and in one package.
Return shipments must use the same service as the original delivery.
Returns must be from the original delivery country.
Customized items cannot be returned.
Returns are not free of charge (relevant costs are your responsibility; see fee breakdown below).

Fee Breakdown (Applicable to All Returns)

Return Handling Fee: We do not charge a restocking fee for returns. However, all other costs incurred from the return shall be borne by the buyer.
Return Shipping Fee: Regardless of the reason, the return shipping fee shall be borne by the buyer (except in cases of incorrect or damaged items due to our fault).
Original Shipping Fee: The original outbound shipping fee is non-refundable and is already included in the original transaction.
Order Taxes (if any): If the return results in non-refundable or newly incurred taxes/duties, such costs shall be borne by the buyer.

Return Process

Contact our Customer Service team to initiate the return process with the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product
Insert your receipt and items back into the original packaging.
Turn the package over to the courier. After the courier has checked the return shipment, close the package securely.
Notify us of your delivery and provide the courier tracking number.
Upon receiving your return item, we will inspect it to confirm if it meets our refund conditions. Inspection results will be communicated within 3 days.

Refund Process

If refund conditions are met: We will process the refund and notify you via email. Upon your confirmation, the refund will be issued to the original payment account within 1–3 workdays.
If refund conditions are not met: We will reject the request, and you may choose to have the item returned to you at your expense.