1. Overview
This Returns & Refunds Policy outlines how TSUBAME manages returns, refunds, exchanges, and warranty claims. It operates alongside our Terms & Conditions, Delivery Policy, and Privacy Policy.
TSUBAME complies fully with the Australian Consumer Law (ACL). Your rights under ACL apply in addition to any manufacturer warranty.
2. Change‑of‑Mind Returns
Due to the nature of model railway products — often limited, fragile, or sourced to order — TSUBAME does not offer change‑of‑mind returns.
If you are unsure about a purchase, we encourage you to contact us before ordering.
3. Damaged or Faulty Items
If an item arrives damaged or is not functioning as expected, we will resolve the issue promptly.
You may be entitled to a repair, replacement, or refund, depending on the nature of the problem.
Please provide:
- your order number
- clear photos or a short video of the issue
- photos of the packaging (if damaged in transit)
We will assess the issue and advise the next steps in accordance with ACL.
4. Incorrect Items Received
If we send the wrong item, we will correct the error at no cost to you.
TSUBAME will:
- arrange return shipping
- dispatch the correct item as soon as possible
If the correct item is unavailable, you may choose a refund or store credit.
5. Used, Vintage & Collector‑Grade Items
Used and vintage items may show signs of age or handling. We describe and grade these items as accurately as possible.
Returns for cosmetic wear consistent with age — such as:
- minor scratches
- light box wear
- faded packaging
- small marks or imperfections
are not considered faults under ACL.
If a used item has a functional defect not disclosed at purchase, ACL rights apply.
6. Warranty Coverage
Warranty periods vary depending on the product type:
- New items: typically include a 12‑month manufacturer warranty
- Used items: include a 90‑day TSUBAME functional warranty
- Vintage items: may have limited or no manufacturer warranty due to age
Regardless of warranty status, ACL guarantees still apply.
7. Pre‑Order Returns & Refunds
Pre‑orders help us secure limited‑run items from Japan and other regions.
- Before supplier order is placed: Deposits are refundable, minus a small admin fee.
- After supplier order is placed: Deposits become non‑refundable, as we commit to the manufacturer on your behalf.
- If the supplier cancels or fails to deliver: You receive a full refund.
- If final payment is not made by the delivery date: The item returns to store inventory for resale.
Release dates are estimates and may change without notice.
8. Return Conditions
To be eligible for a return (where permitted), items must be:
- in original condition
- with all accessories, parts, and packaging
- securely packed for transport
Items damaged due to inadequate return packaging may not be eligible for a full refund.
9. How to Start a Return or Claim
To begin a return, refund, or warranty claim, please contact TSUBAME Support with:
- your name
- order number
- description of the issue
- photos or video (if applicable)
Email: support@tsubame.au
We aim to respond within 1–2 business days.
10. Refund Processing
Once a return or refund is approved:
- refunds are issued to the original payment method
- processing typically takes 3–7 business days, depending on your bank
- shipping fees are non‑refundable unless the item is faulty or incorrect
Store credit may be offered for certain cases.
11. Non‑Returnable Items
The following cannot be returned unless faulty:
- items damaged by misuse or modification
- items missing parts or packaging
- digital products or download codes
- clearance or “as‑is” items clearly marked as non‑returnable
12. Our Philosophy
TSUBAME aims to provide a calm, predictable, and respectful experience. We handle every return with care, transparency, and fairness — no surprises, no unnecessary friction.
