Refund policy

🛡️ REFUND, RETURN & ANTI-FRAUD POLICY Last updated: June 19, 2026

1. Returns & Refunds 

  • No Change-of-mind: We strictly do not accept returns or refunds for "change-of-mind" or personal reasons once an order is processed. (Exception: This is overridden for EU customers within their statutory 14-day window, subject to Section 8 below).

  • Non-returnable Items: No returns are accepted for opened, used, or unsealed items. Products must be in their original factory-sealed condition.

  • Condition as Photo: All items are accurately photographed before dispatch. What you see is what you get.

2. Mandatory Unboxing Video 
To protect both parties and serve as the ONLY valid evidence for claims:

  • You MUST provide a continuous, unedited unboxing video starting from the unopened shipping box, clearly showing the shipping label and the entire opening process.

  • Claims without a valid unboxing video will be summarily rejected. (Note for EU customers: This requirement applies strictly to claims regarding transit damage, shortages, or defects under the Legal Guarantee framework).

3. Cancellation Policy & Fees 
Cancellations and refunds are strictly governed by the following fees to cover transaction and administrative costs (Note: These fees are legally waived for EU customers exercising a valid 14-day statutory withdrawal as detailed in Section 8):

For In-stock Items:

  • Within 72 Hours: 7% processing fee.

  • After 72 Hours / Returned to Sender (RTS): 20% administrative fee.

  • Shop Credit Option: Cancellation fees are waived if the refund is issued as Shop Credit.

For Pre-order Items:

  • Mandatory Fees: All Pre-order cancellations are subject to a 7% (within 72h) or 20% (after 72h) administrative fee.

  • No Waivers: Unlike in-stock items, the cancellation fee for Pre-orders STILL APPLIES even if the refund is issued as Shop Credit.

Abandonment (All Orders): If a parcel is destroyed or disposed of by the courier due to the buyer's failure to claim, no refund will be issued. (For EU customers, if a parcel is successfully returned intact to us due to customs refusal, it will be treated as a withdrawal, and the customer is liable for the return shipping costs incurred).

4. Anti-Fraud Commitment
Mobile Garage HK maintains a zero-tolerance policy towards fraudulent activity:

  • Documentation: All orders are photographed before packaging. Tracking and signature records are retained as permanent proof.

  • Fraudulent Chargebacks: We contest all chargebacks filed for delivered items. Evidence includes pre-shipping photos and proof of your acknowledgment of these terms.

  • Shop Credit Finality: Once Shop Credit is issued, the transaction is considered Final Settlement. The customer explicitly waives all rights to file a chargeback.

5. Important General Terms 

  • Short Supply: We reserve the right to reduce quantities or cancel orders due to supply shortages.

  • Store Failure to Supply: If we fail to provide the goods, our liability is limited to a full refund of the paid amount. No further compensation will be provided.

  • Order Finality: No changes (e.g., swapping items) are accepted after confirmation.

6. Customer Acknowledgment
By completing a purchase at Mobile Garage HK, customers acknowledge and explicitly agree to (Subject to statutory EU consumer exceptions where applicable):

  • ✓ Pre-order cancellations ALWAYS incur a fee (7% or 20%), regardless of the refund method (including Shop Credit).

  • ✓ Abandoned or unclaimed parcels destroyed by couriers are non-refundable.

  • ✓ A 20% fee applies to cancellations after 72 hours or for parcels returned to us.

  • ✓ A continuous, unedited unboxing video is mandatory for all claims.

  • ✓ Fraudulent chargebacks will result in permanent suspension and blacklist.

7. Special Section for European Union (EU) Customers
Pursuant to EU Directive 2023/2673, consumers residing within the European Union (EU) have a statutory 14-day right of withdrawal from the date of delivery. If you are an EU customer, the following terms apply and override our general policies above:

  • Exemption from Cancellation Fees: The standard 7% and 20% cancellation/administrative fees do NOT apply to EU customers exercising a valid statutory 14-day withdrawal. You will receive a refund of the product price and basic outbound shipping.

  • Return Shipping Costs: The customer must bear the full direct cost of returning the goods back to our facility in Hong Kong. Mobile Garage HK will not provide prepaid return labels or reimburse return shipping costs for statutory withdrawals.

  • Collectible & Unsealed Depreciation Line: You are permitted to inspect the goods. However, because Mobile Garage HK specializes in brand-new, factory-sealed collectible diecast models and toys, opening the original manufacturer’s sealed packaging, blister pack, window box, or removing anti-tamper seals completely destroys the item's collectible premium value. In accordance with EU law, if an item is returned opened or unsealed, a depreciation value fee of up to 50%-100% will be legally deducted from your final refund.

  • Pre-order Window Commencement: For consolidated shipments containing pre-orders, the 14-day withdrawal period begins only when you receive physical possession of the final package containing the last item of that specific order.

8. Contact Us
Questions? Contact us at admin@mobilegaragehk.com. Response time: 24-48 hours.