Refund & Return Policy
By accessing and using this website (www.commandelitehobbies.com) and purchasing products from Command Elite Hobbies Pty Ltd ("we," "us," "our"), you, the customer ("you" or "your"), agree to the following Terms and Conditions. These Terms and Conditions apply to all purchases made via our Website, including gel blasters, knives, and related accessories.
Command Elite Hobbies Pty Ltd operates under a Repair/Replacement Warranty service model. This Refund & Return Policy outlines the circumstances under which refunds, repairs, exchanges, or returns are accepted, in accordance with the Australian Consumer Law (ACL).
1. Warranty Coverage
1.1. Standard Products – 30-day warranty from date of purchase.
1.2. Premium Products – 180-day warranty from date of purchase (as labelled).
1.3. Custom Gel Blasters – 60-day warranty from date of purchase. Due to their high-performance nature, minor parts may wear sooner; repairs outside of this period may be considered on a case-by-case basis.
1.4. Consumables – No warranty or returns (including but not limited to: gift cards, gels, batteries, gel blaster magazines, O-rings/seals, lubricants, oils, CO₂ canisters, compressed gas canisters, tactical gear, and apparel).
If the warranty period has expired, we cannot offer a refund, return, or exchange.
2. Conditions of Warranty
2.1. Warranty coverage applies only where the item is:
- Not as advertised;
- Faulty or defective; or
- Incomplete or missing advertised components (e.g., chargers, batteries, parts).
2.2. Warranty will not apply in the following cases:
- Change of mind or buyer’s remorse;
- Obvious signs of misuse, abuse, negligence, or excessive wear and tear;
- Tampering, modification, or opening of internal components (e.g., gearboxes, receivers, magazines);
- Items not in their original packaging or missing parts not due to our error;
- Batteries, Magazines and Magazine lips (specifically excluded).
2.3. Proof of Purchase – A receipt, invoice, or customer account record is required for all claims.
3. Refunds, Repairs & Replacements
3.1. In line with ACCC guidelines, most defects will be addressed through repair or replacement first. Refunds will only be issued when:
- Repair is not possible within a reasonable timeframe;
- A replacement is not available; or
- The product has a major failure under the ACL.
3.2. Once your return is received, our technicians will inspect it. We will notify you of:
- Receipt of your return.
- Approval or rejection of your claim; and
- Expected timeframes for repair, replacement, or refund.
3.3. Refund Processing – If approved, refunds are issued via the original payment method or Store Credit. Processing may take 3–10 business days (or longer depending on banks/merchants).
4. Excluded Items
4.1. Pre-Orders – Pre-order items are marked “PRE ORDER” and often in limited supply. Stock levels displayed online reflect pre-order availability, not current inventory. No refunds are provided for pre-orders due to change of mind or shipping delays. Store credit may be issued for cancellations.
4.2. Sale & Second-Hand Items – These items are sold as-is and cannot be refunded. Store credit may be issued in select cases.
4.3. Custom Gel Blasters – Built-to-order and sold as unique items. Covered by a 60-day warranty but not eligible for refunds due to change of mind. Issues outside the warranty period will be assessed individually.
4.4. Gifts – If marked as a gift and shipped directly to you, you may receive store credit or a gift certificate for approved returns. If not marked as a gift, the refund will be sent to the original purchaser.
5. Exchanges
5.1. Exchanges are only approved for items that are defective or damaged.
5.2. To arrange an exchange, email us at admin@commandelitehobbies.com. If approved, please return the product to:
Command Elite Hobbies
Shop 1, 175 Jackson Road, Sunnybank Hills QLD 4109, Australia
6. Shipping & Returns
6.1. Customers are responsible for return shipping costs unless otherwise required by law.
6.2. Shipping costs are non-refundable. If a refund is approved, return postage will be deducted.
6.3. Depending on your location, exchange/repair turnaround times may vary.
6.4. Tracking details will be provided for all outgoing orders. For items over AUD $500, we strongly recommend upgrading to insured shipping.
7. Restocking Fees
7.1. A 20% restocking fee applies to change of mind returns or approved pre-order cancellations.
8. Late or Missing Refunds
If you have not received your refund after the advised timeframe:
- Re-check your bank or credit card statement;
- Contct your card issuer;
- Contact your bank;
- If unresolved, contact us at admin@commandelitehobbies.com for support.
9. Limitations of Liability
9.1. Command Elite Hobbies’ liability is limited to the purchase price of the product.
9.2. We are not liable for indirect, consequential, or incidental damages, including but not limited to lost profits or inconvenience caused by defects, delays, or product failures.
For any queries relating to this Agreement, please contact us directly at:
Command Elite Hobbies Pty Ltd
📧 Email: admin@commandelitehobbies.com