Cancellation policy

🛡️ Purchase Options Cancellation Policy – Mobile Garage HK Last updated: June 19, 2026

To protect the interests of both collectors and the store, Mobile Garage HK has established the following cancellation policy. By placing an order, you explicitly agree to these terms and the associated administrative fees.

1. In-Stock Items

  • Within 72 Hours of Purchase: 7% processing fee applies.

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

  • Shop Credit Incentive: For In-stock items ONLY, the cancellation fee will be waived if you choose to receive your refund as Shop Credit. Once Shop Credit is issued, the transaction is considered a Final Settlement, and you waive all rights to file a chargeback.

2. Pre-Order Items
To maintain order stability and secure manufacturer allocations, the following rules apply:

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

  • No Fee Waivers: Fees for Pre-orders ALWAYS apply, even if the refund is issued as Shop Credit. This is a non-negotiable policy to prevent speculative ordering .

  • ETA Policy: Estimated arrival times (ETA) are provided by manufacturers and are subject to change. Delays in release dates do not constitute grounds for a fee-free cancellation. (Subject to statutory EU exceptions where applicable).

3. Reserved & Combined Shipping Items

  • Holding Period: Items held for combined shipping or meeting the USD $150 free shipping threshold will be stored for a maximum of 3 months from the arrival/release date.

  • Abandoned Orders: If no response is received after our final reminder, the item will be relisted. Abandoned orders are strictly non-refundable and are not eligible for Shop Credit or refunds.

  • Split-Shipping Requests: If you wish to ship available in-stock items before your pre-orders arrive, additional shipping fees will apply based on the remaining weight and destination.

4. Non-Cancellable Situations
Cancellation or refunds will NOT be accepted under the following circumstances:

  • Opened or Used Items: All items must remain in original factory-sealed condition. (Subject to Section 6 depreciation rules for EU customers).

  • Missing Evidence: Claims for damage or missing parts without a mandatory, continuous, unedited unboxing video.

  • Abandoned Parcels: Items destroyed or disposed of by the courier due to buyer non-collection, wrong address, or refusal to pay import duties.

  • Change-of-Mind: Once the order has been dispatched or the 20% fee threshold has passed for Pre-orders.

5. 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 strictly and override the general policies stated above:

  • Exemption from Administrative Fees: The standard 7% and 20% cancellation/administrative fees do NOT apply to EU customers exercising a valid statutory 14-day withdrawal.

  • 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 cancel/return for inspection. However, because Mobile Garage HK specializes in brand-new, factory-sealed collectible diecast models and toys, opening the manufacturer’s sealed packaging, blister pack, window box, or removing anti-tamper seals permanently destroys the item's pristine collectible market value. Under 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 refund.

  • Pre-order Consolidation Rule: For orders held at our warehouse for combined shipping or awaiting pre-order items, your statutory 14-day withdrawal period begins only from the day you receive physical possession of the final item/package of that specific order.

6. Contact Us For any cancellation-related inquiries, please contact us at: mobilegarage001@gmail.com or admin@mobilegaragehk.com. Our team will respond within 24-48 hours.