Returns Policy and Process

We go to great lengths to deliver products that thrill and delight, so within 30 days, New and Unused products purchased directly from www.horizonhobby.com can be returned for Refund or Credit, under the guidelines and exclusions below.(change to link vs. below) All returns must first be approved in advance and will be assigned a Return Authorization number, RA.

If purchasing from a site other than www.axialracing.com, please refer to that site for applicable policies and contact information. Products purchased from a local hobby shop, online retailer, or third party must be returned to the original place of purchase.

Returned merchandise must be in new and unused condition and in its original packaging, complete with all parts, accessories, and materials.

Except for incorrectly shipped items, the customer is responsible for and must pay shipping charges for original and return shipments. When applicable, the customer is responsible for all brokerage fees, duties, and taxes associated with the service and shipment of the product.

Horizon Hobby is not responsible for damage or theft occurring once the package has been delivered.

 

Return Policy Summary The Request must be started less than 30 days from the shipping date. Please refer to details of returns processes below.
New, unopened, and unused In original packaging, complete with all parts, accessories, and materials.
• Open and/or Used Items Refer to list below of what is considered opened and/or used.
• Kits with batteries The protective seal must still be intact and in place on packaging. Battery cannot have been opened, removed, charged, connected and/or used.
• Kits without batteries The protective seal must still be intact and in place on packaging.
• Nickel or Alkaline batteries The battery cannot have been opened, charged, or used.
• LiPo Batteries Return is never allowed due to safety and regulatory restrictions.
Software Only if never downloaded or installed.
Flammable or Combustible materials Regulatory restrictions limit what can be returned. Please see the list of exclusions

In alignment with software industry practices and policies, software that has been opened and/or installed is not returnable. For digitally delivered products, once the software has been downloaded and/or the serial number has been sent, no returns are allowed.

Support Policy

In alignment with software industry practices and policies, we support the two most recent versions of our software on currently supported Microsoft Windows operating systems which can run DirectX.

Damage, Loss & Defective Policy Summary Please refer to details of policies & processes below. All damage claims must provide photo documentation. All defective and/or DOA claims must be validated by Product Support.
Shipping Issues Loss during the shipping process is covered. Claims should be started within 72 hours.
• Package not delivered (lost) For package loss prior to delivery, contact us to file a claim with the shipper.
• Package stolen after delivery We are not responsible for damage or theft after the package has been delivered.
• Visible packaging damage Refuse the shipment if possible. See detailed claim steps below.
• Damage to the product Photo documentation required.
DOA Issues Product Support must troubleshoot and document.
Some manufacturers require customers to contact them directly.
Defective Issues/Missing Parts Please contact us. Product Support may need to provide a part number.

Due to an abundance of caution and care for our customers, team members and the employees of our shipping partners, as well as regulatory compliance Horizon Hobby and our family of brands do not accept returns on the following:

  • Lithium-based batteries sold separately from a kit (i.e.: standalone)
  • Nickel or Alkaline batteries that have been opened, used, and/or charged
  • Shipping conditions and parameters for batteries are particularly sensitive. We have special processes and steps we take at our warehouses to ensure safe transport, including packaging and notifications to our shipping partners. Once the package has been accepted, we can no longer guarantee the packaging for standalone batteries, which is why we do not accept returns of open kits/products.

    When sending in a product for repair, please remove all used/opened batteries before shipping. We have batteries in our Service Center which we use.

    To learn more about restrictions on shipments, learn from our shipping partners:

    https://www.fedex.com/en-us/service-guide/dangerous-goods/how-to-ship.html
    https://www.ups.com/us/en/help-center/packaging-and-supplies/special-care-shipments/hazardous-materials/new-requirements.page

    In accordance with the manufacturer’s requests, we may redirect requests or advise customers to call the manufacturer directly. If purchasing from a site other than www.horizonhobby.com, please refer to that site for applicable defective return policies and contact information.

    If the customer receives merchandise that is missing a part, he/she should contact us. We will ensure the missing part(s) are sent from our stock as appropriate. We may ask for photos to ensure we understand which parts are missing.

    If a customer receives merchandise they believe is defective or dead on arrival (DOA), please contact our Product Support Team. Many issues are easily resolved with settings or configurations. Many common set-up issues can be resolved by referring to the product pages on our website, searching our blog, or referring to the details of a product’s manual.

    We are not responsible for damage or theft occurring once the package has been delivered.

    Under no circumstance should batteries ever be returned if found defective or DOA.

    To expedite our ability to resolve customers’ issues, please see the following:

    1. Take photos to show the defect or DOA if possible.
      1. Take 360° photos clearly and with good lighting.
    2. Email or go online to send us information about the problem:
      1. Please Contact Us or
      2. Email us at productsupport@horizonhobby.com
        1. The subject should be: Defective
        2. In the body of the email please include the customer name, order number, delivery date, and summary of the issue. If the customer did not purchase the item directly from www.horizonhobby.com, please attach an itemized copy of the sales receipt for proof of purchase.
      3. For battery issues, please email productsupport@horizonhobby.com and include the following:
        1. The subject should be: Defective battery
        2. 360° view of the battery and leads including a clear photo of the back of the battery with the warranty & batch codes
        3. Photo of the battery meter while connected to the battery showing cell meter and voltage reading.
      4. Attach images up to 25MB in total. Please resize images to fit through email servers.
    3. Troubleshooting and Diagnosis:
      1. Once we are contacted, one of our product support agents will review your information and photos and will work with you on troubleshooting and diagnosis.
      2. Horizon Hobby is not responsible for failures, usage issues, wear and tear, damage, accidents, or injury stemming from abnormal use, modifications, driver/flyer/operator skill level, weather, and/or terrain.
        1. Issues stemming from driver/flyer/operator skill such as response time, hitting the wrong button, alteration of settings, improper handling, and improper binding and set-up are specifically excluded from our coverage and warranty claims will be rejected.
        2. Horizon Hobby does offer parts and repairs for sale and as purchasable services.
    4. Resolution: resolution is decided solely by Product Support in accordance with the warranty and terms for each respective product based on troubleshooting and diagnosis of the issue(s). Due to the breadth of merchandise offered by Horizon Hobby, there is not a standard warranty and each case is handled uniquely.
      1. If a replacement is necessary, customers are usually required to return the defective item (except batteries) prior to Horizon Hobby shipping out a replacement item.
        1. Please follow the Return Shipping Instructions and Compliance Policy.
        2. For defective or DOA returns, always remove the battery from the return. Batteries should never be shipped back to Horizon Hobby. See our Battery Returns Policy.
      2. If a partial credit or goodwill is issued, customers will receive points equivalent to the dollar value to use at their discretion for future purchases.

    Our return process has three (3) steps: approval, return shipment, and refund processing.

    • Return Approval: Prior to returning any items, please contact our Customer Service team for approval, a return authorization number (RMA), and detailed instructions.
    • Return Shipment: When packaging the order for return, please be sure all the original packing material and instruction papers, and/or manuals are included. Please see our Return Shipping Instructions and Compliance Policy
      • We are unable to process refund request returns if parts are missing or damaged. Please ensure adequate packaging for the merchandise.
      • Returns sent C.O.D. (Collect on Delivery) will not be accepted.
      • Customers are responsible for the shipping costs to return orders, and loss or damage to the product while in transit back to us, so please add insurance to the return shipment.
      • When applicable, the customer is responsible for all brokerage fees, duties, and taxes associated with the service and shipment of the product.
      • If Horizon Hobby incurs additional shipping fees as a result of refused or returned shipments, we reserve the right to deduct those amounts from the final return credit.
    • Refund Processing: Refunds will be issued once we receive the item(s), evaluate the return condition, and issue the refund which averages 3 to 5 business days. Seasonal conditions may result in greater than 5 business days to process returns. Credit card issuers may take additional days to apply the funds on their end.
      • Horizon Hobby reserves the right to charge a 15% restocking fee on any merchandise returned for credit.
      • Shipping charges are not refunded if customers choose to return an item(s).
      • Horizon Hobby reserves the right to suspend or terminate business interactions if customers violate return policies and/or attempt fraudulent returns.