Refund policy

ORDER CANCELLATIONS

We understand that plans can change.

Orders may be cancelled within 12 hours of purchase, provided the order has not yet entered processing or been dispatched.

To request a cancellation, please contact us as soon as possible at:
📧 customerservice@popupgarage.store

Once an order has entered processing or shipping, it cannot be cancelled and will fall under this Returns & Refund Policy.

DAMAGED OR DEFECTIVE ITEMS (ON ARRIVAL)

If your product arrives damaged or defective, you must contact us before attempting any return at:
📧 customerservice@popupgarage.store

To allow us to assess the issue efficiently, please provide:

  • Your order number

  • A clear video demonstrating the issue

For RC cars and other electronic products, our support team may first guide you through mandatory troubleshooting.

Our technician will review the case and determine whether:

  • The issue can be resolved through troubleshooting or adjustment, or

  • A replacement or return is required

Do not return any electronic item without prior authorisation, as unauthorised returns may be refused or delayed.

MANDATORY TROUBLESHOOTING (ELECTRONICS & RC PRODUCTS)

For electronic products, including RC cars, batteries, controllers, and electronic components, customers are required to complete reasonable troubleshooting steps with our support team before any return, replacement, or refund is approved.

Troubleshooting may include:

  • Diagnostic steps

  • Setup or calibration checks

  • Video verification of the issue

If an issue can be resolved without return, no refund or replacement will be issued.

Returns or disputes initiated without completing required troubleshooting may be refused.

RETURNS ELIGIBILITY

Returns are accepted only with prior approval from our support team.

To be eligible for a return:

  • Items must be unused and in original condition

  • All original packaging, tags, manuals, accessories, and components must be included

  • Items must not show signs of use, damage, modification, or tampering

All returns are subject to inspection upon receipt.
Returns that fail inspection may be rejected and returned to the customer at their expense.

NON-RETURNABLE ITEMS

The following are not eligible for return, refund, or replacement unless confirmed defective on arrival:

  • Items damaged through misuse, crashes, water exposure, or improper handling

  • Products that have been modified, disassembled, repaired, or fitted with non-approved parts

  • Items showing normal wear and tear

  • Consumable components (including batteries, tyres, and similar parts), unless defective on arrival

RETURN SHIPPING

Unless the item is confirmed to be defective or damaged on arrival, customers are responsible for return shipping costs.

Customers must:

  • Use a tracked shipping service

  • Share the tracking number once the return has been dispatched

We are not responsible for returns lost or damaged in transit.

RESTOCKING FEES

Where a return is approved for reasons other than confirmed defect on arrival, a restocking fee may apply:

  • Up to 15% of the product price for unopened items

  • Up to 30% of the product price for opened, tested, or handled items

Restocking fees cover inspection, testing, repackaging, and administrative costs and will be deducted from any approved refund.

Original shipping fees are non-refundable.

REFUND PROCESSING

Once an approved return is received and passes inspection, refunds will be processed to the original payment method used at checkout.

Please note:

  • Refund processing times vary by payment provider

  • Bank or card issuer delays are outside our control

CHARGEBACKS & DISPUTES

Initiating a chargeback without first contacting us or outside the conditions of this policy may be deemed abusive and handled in accordance with our Terms of Service.

Chargebacks do not override this Returns & Refund Policy.

EU Right of Withdrawal & Returns Policy

EU Right of Withdrawal

This section applies only to consumers located within the European Union.

Under applicable EU consumer protection laws, you may have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing a reason.

The withdrawal period expires 14 calendar days after the day on which you, or a third party nominated by you (other than the carrier), receives the final item in your order.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify us within the withdrawal period by contacting our customer support team at:

customerservice@popupgarage.store

Please include:

  • Full name
  • Order number
  • Email address used for the order
  • A clear statement that you wish to withdraw from the purchase

Once your request has been received, we will provide return instructions and the appropriate return address.

Return Conditions

To qualify for a refund under the EU Right of Withdrawal:

  • Items must be returned within 14 days of notifying us of your withdrawal.
  • Items should be returned complete with any original packaging, labels, tags, manuals, accessories, and components where applicable.
  • Customers are responsible for any reduction in the value of goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

All returned items may be inspected upon receipt.

Return Shipping Costs

Unless the item is faulty, damaged on arrival, or supplied incorrectly, customers are responsible for arranging and paying return shipping costs.

We strongly recommend using a tracked shipping service, as customers remain responsible for returned goods until they are received by our returns facility.

Any customs duties, taxes, import fees, courier charges, or return shipping expenses incurred during the return process remain the responsibility of the customer.

Refunds

Once the returned goods have been received and inspected, any approved refund will be processed to the original payment method used for the purchase.

We may withhold reimbursement until the returned goods have been received or until satisfactory evidence of return has been provided, whichever occurs first.

Please allow up to 10 business days for inspection and refund processing after receipt of the return. Depending on your payment provider, additional time may be required for the funds to appear in your account.

Cancellations

Customers wishing to cancel an order must contact us directly.

Orders may be cancelled before fulfilment has commenced. Once an order has been fulfilled, dispatched, shipped, or entered the shipping process, cancellation requests will instead be handled under the applicable withdrawal and returns process outlined in this policy.

Exclusions

The right of withdrawal may not apply where exemptions are permitted under applicable law, including but not limited to:

  • Custom-made or personalised products
  • Goods produced to customer specifications
  • Sealed goods not suitable for return for health protection or hygiene reasons once unsealed
  • Digital products or downloadable content once delivery has commenced
  • Any products otherwise exempt under applicable EU consumer protection legislation

Important Notice

Customers should contact us before returning any item so that we can provide the correct return instructions and return address.

Nothing in this policy affects any statutory rights available to consumers under applicable consumer protection laws.

CONTACT US

If you have any questions regarding cancellations, returns, or refunds, please contact us at:

📧 customerservice@popupgarage.store