Return Policy

General Product Return Information

Our Return Policy may seem a bit extensive, at first glance. We have had to add a number of specific provisions, due to certain unusual circumstances that we didn't anticipate.

We understand if you are unhappy with a purchase and wish to return a product. We do except non-defective returns on most of our product lines, although there are a few exceptions and provisions to our general policy about non-defective product returns. Please notify us by email within 10 days of receipt.

We only sell products that are warranted against manufacturer defects, so ALL products are eligible for defective product return to the manufacturer, under warranty, once you open the package. Please notify us by email within 10 days of receipt.

NOTE: Any returns sent to us, without our prior acceptance or agreement, will be subject to a 30% restocking fee.

For more specific information about our products and product returns for individual product lines, see the Product Info page and read below. If you have any questions, simply send us an email to ShopNBU Info before you make a purchase.

If you purchase an item through our company, you are agreeing to our published return policy.

Non-Defective Product Returns

Non-Defective (Unsatisfactory) Product Returns

As a general rule, we do allow non-defective unsatisfactory returns on returnable products, if notified in advance of the return (by email) within a 10-day period from the time of receipt. (*See our Returns Section for more information and how to process a return.) All shipping charges, including return shipping, are the customer's responsibility. We DO NOT refund shipping and handling charges for returns of this nature.

ALL accepted returns will be issued an RMA Number (Return Merchandise Authorization Number). We will give further instructions, once we have been notified of the return, as to how to proceed with the return. No returns will be accepted without our prior approval and an RMA Number. This helps our company, and the manufacturer, to track and keep record of the return.

We do charge a restocking fee, as the manufacturer and/or distributor charges us a restocking fee for non-defective unsatisfactory product returns. The amount is 15% of the purchase price, to help cover the loss to the manufacturer and/or to our company. The product is not resellable as "new," once the package has been opened, as it is considered "used." We do NOT sell used merchandise on our website as "new" merchandise.

The only reason we do accept returns of this nature, is because we understand if you made a purchase and then later change your mind. With online purchases, you don't actually get to look at the product beforehand, and it is understandable if you decide (after you receive it) that you do not like the quality or color, etc. We do not offer this option on a "use-it-return-it basis." The understanding is, you will decide to return the item shortly after opening the shipping box.

Non-defective items that have been assembled, painted, damaged, or altered in any way from the original condition, cannot be accepted as a return of this nature. If you use the product, and/or you break the product, we will NOT accept this as a return. Additionally, if the product box (manufacturer's packaging) has been damaged, taped or altered in any manner by the end user, we will also refuse to accept this as a valid return.

Refunds On Unsatisfactory/Non-defective Product Returns

Refunds on unsatisfactory/non-defective product returns will be either credited to your credit card account, or by electronic transfer from our business Paypal account to you through Paypal, or reimbursed by company check (at our discretion).  We will refund the original purchase price. We DO NOT refund shipping & handling costs. The amount of a 15% restocking fee, of the original purchase price, will also be deducted.

The purchase price does not include shipping and handling fees. It is simply the retail price that you were charged, at the time of purchase.

Example of Refund With Restocking Fee Deducted:

You purchased an item for $49.95 (plus $7.98 shipping and handling)
The restocking fee would be: 0.15 x $49.95 = $7.49
The total refund issued would be: $49.95 - $7.49 = $42.46

All refunds will be issued following receipt of your returned product by the manufacturer, or by our company, and in cases where it is sent to the manufacturer, following their reimbursement to our company.  The actual amount of time will depend on how soon we are notified of the return, how quickly you package and ship the return merchandise, and the amount of time it takes for the manufacturer to get back to us.  We will process all returns and refunds as quickly as possible.

Defective Product Returns

Products Found To Be Defective Upon Receipt

Due to high standards of high quality control, and our working relationship with dependable product manufacturers, all of our products are guaranteed by their manufacturers against factory defects. You will still need to contact us before returning the product, just in case we will need to issue you an RMA Number and assist with the return.

Generally, we do allow returns on defective products if notified in advance of the return (by email) within a 10-day period from the time of receipt. (*See our Returns Section for more information and how to process a return.)

EXCEPTIONS:

• Defective Remote Control (Radio Control/RC) Products need to be returned directly to the manufacturer. (Please read the Products That Are NOT Returnable Once Opened section below.)
  
  
• Defective Imported Chess & Backgammon Products by Cambor return requests need to be made within 7 days, as per their policy.
  
  

Manufacturer Warranties

Refunds On Defective Merchandise

Refunds on defective merchandise will most likely be in the form of a product replacement.  This is entirely up to the individual product manufacturer or the distributor, or our company if we request that you send the return to us rather than to the manufacturer or to the distributor. This is at our discretion and is not negotiable.

It is up to our company whether we will offer you a refund or a product replacement for a defective product purchase. In most cases, we will work with you to make sure your shopping experience is a good one. We are not responsible for a manufacturer's defect, nor is it our intention to sell a defective product. In most cases, a simple replacement will solve the problem.

If we request that you send the product back, you will be responsible for return shipping costs, but we will pay the shipping costs to send your replacement. This way we share the added expense. We do this with most products to make the return process easier (and fair) for our customers. We deal with the manufacturer so that you don't have to. Otherwise, if working directly with the manufacturer, they will ask that you pay for BOTH the return shipping and the costs to have another product sent to you.

We will issue a full credit of the purchase price paid for the product (less shipping and handling) if the defective product was returned through us, AND we decide NOT to send a product replacement. This is the only circumstance where we will refund money for a defective product.

The restocking fee does not apply to returns of damaged or defective merchandise* in most cases. (See NOTE below.)

NOTE: We (or the manufacturer, or the distributor, or the shipping carrier) will inspect all returned items, shipping boxes, and packaging.

In certain unusual cases, we have had returns claiming damage by the carrier service, or a manufacturer defect, and upon return inspection found that this was NOT the case. We have had to revise our return policy to cover these unusual circumstances:

1. If the return was made under the claim that the item was "damaged due to carrier mishandling," and it is determined that this was not the case, then the restocking fee of 15% will be deducted from any refunds issued.
   
   
2. If the return was made under the claim that the item was "defective," and it is determined that this was not the case, then the restocking fee of 15% will be deducted from any refunds issued.
   
   

Damaged Product Returns

Damaged Products Due To Carrier Accident

Although this rarely happens (due to high standards of safe packaging, and most manufacturers have at least a 97% non-damage rate), accidents do happen. All of our products are guaranteed against damage during shipment. It is a matter of simply notifying the carrier service.

Please contact us immediately, should you receive a damaged product due to shipment. Some manufacturers and distributors ask that we notify them of the problem within the first 24 hours of customer receipt. The maximum time to file a damage claim with us is 10 days following delivery.

In most cases when a damage claim is filed, the carrier service will want to inspect the shipping package for damages at the address where the package was delivered. Please retain all packing materials and the shipping box.

Refunds On Damaged Merchandise

Refunds on carrier damaged merchandise will most likely be in the form of a product replacement.  This is entirely up to the individual product manufacturer or the distributor, or our company if we request that you send the return to us rather than to the manufacturer or to the distributor. This is at our discretion and is not negotiable.

It is up to our company whether we will offer you a refund or a product replacement for damaged merchandise. In most cases, we will work with you to make sure your shopping experience is a good one. We are not responsible for damage due to transit, nor is it our intention to have a package arrive with the contents damaged. We do have each shipment insured though. In most cases, a simple replacement will solve the problem.

If we request that you send the product back, in most cases the carrier service will provide return shipment, and we will pay the shipping costs to send your replacement. If we decide to issue a refund rather than replace the item(s) then you will receive the full amount paid, including shipping and handling.

The restocking fee does not apply to returns of damaged or defective merchandise* in most cases. (See NOTE below.)

NOTE: We (or the manufacturer, or the distributor, or the shipping carrier) will inspect all returned items, shipping boxes, and packaging.

In certain unusual cases, we have had returns claiming damage by the carrier service, or a manufacturer defect, and upon return inspection found that this was NOT the case. We have had to revise our return policy to cover these unusual circumstances:

1. If the return was made under the claim that the item was "damaged due to carrier mishandling," and it is determined that this was not the case, then the restocking fee of 15% will be deducted from any refunds issued.
   
   
2. If the return was made under the claim that the item was "defective," and it is determined that this was not the case, then the restocking fee of 15% will be deducted from any refunds issued.
   
   

Products That Are NOT Returnable Once Opened:

Remote Control Toys:
For Non-Defective (Unsatisfactory) Product Returns ONLY, as long as the item has not been opened and remains sealed in the original packaging - i.e., unopened manufacturer's box, the product may be returned within 10 days of receiving the shipment. There is a 15% restocking fee on all acceptable Non-Defective or Non-Damaged returns of R/C products.

Non-defective items that have been assembled, painted or altered in any way from the original condition (meaning, you have opened the manufacturer's factory sealed package) will NOT be accepted as a return.

Individual warranty periods for defective Remote Control Toys will vary, depending on the individual product manufacturer (Nikko, Megatech, Traxxas, etc.). Please refer to the owner's manual, included with your product, for instructions from the manufacturer on contacting their tech support and customer service departments. ALL are fully warranted against factory defects. ALL shipments are insured against damage during shipment.

Our Retail Agreement With R/C Manufacturers

Because we only sell new, factory-sealed R/C products, we are under obligation to the manufacturers to not interfere with their warranty process and/or technical support services. We cannot accept returns of defective R/C products, or replace original parts that should have been included with the original product. (This is actually for the consumer's protection, as you have rights under warranty. Many times, the manufacturer's technical support team can answer questions regarding operation or assembly, and even prevent unnecessary returns.)

ALL defective RC products, under warranty, must be sent to the manufacturer for repair, replacement or refund, upon their approval of the return. If you send the product back to us, it will void the warranty. If you are missing parts, packaged by the manufacturer at the factory, you must also contact the product manufacturer for replacement parts. Refer to the owner's manual for contact information. We will help you if you need proof of online purchase or cannot find the manufacturer's contact information.

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