Returns and Purchase Protection Policy
The short version: RC House protects purchases when an item does not arrive, is materially different from its listing, may be counterfeit, arrives damaged, or is the wrong part. RC House does not promise a general change-of-mind return for every hobby item.
This policy applies only to orders paid through RC House checkout. Off-platform payments are not RC House orders and are not covered.
1. Covered order issues
A buyer may open an order issue for:
- An item that did not arrive.
- An item materially not as described by the listing and its photos.
- A suspected counterfeit item.
- An item damaged in transit.
- The wrong item or part.
Condition-related issues open after delivery or confirmed local pickup. A non-delivery issue may be opened after payment when the order has not arrived as expected.
2. What is not normally covered
Purchase protection does not normally cover buyer remorse, an item that does not fit a use the seller never promised, ordinary wear clearly shown or disclosed, a buyer-supplied address error, damage caused after delivery, or a modification made after receipt. A service outcome is not defective merely because of a subjective preference when it matches the approved scope.
A seller may voluntarily offer broader returns, but those terms must be stated clearly and cannot reduce rights that applicable law provides.
3. Opening an issue
Open the order in RC House and describe what happened. Include clear photos, packaging, labels, tracking information, messages, measurements, or other relevant evidence. Report a problem promptly and before discarding packaging or changing the item. Opening an issue pauses settlement while RC House reviews it.
4. Review and outcomes
RC House may request information from either party and may review the listing, photos, messages, tracking, pickup confirmation, payment record, and submitted evidence. Possible outcomes include:
- No refund when the order matched the agreement.
- A partial refund.
- A full refund without a return when appropriate.
- A tracked return followed by a refund.
The specific facts, available evidence, item condition, shipment record, and applicable law control the outcome.
5. Returns
When RC House requires a return, follow the return instructions and deadline shown on the order. Use the provided label when one is issued, return the item in materially the same condition in which it arrived, include the required contents, and keep the carrier receipt. A refund may wait until the return is received or tracking establishes the required handoff.
Do not ship a damaged or unsafe LiPo battery unless RC House and the carrier provide a lawful return method. RC House may use a different resolution when an item cannot safely be returned.
6. Local pickup
Local pickup orders use the same order issue process. Confirm the handoff in RC House, inspect the item when practical, and keep the pickup details in RC House messages. A pickup confirmation proves handoff, but it does not erase a supported claim that the item was materially misrepresented or counterfeit.
7. Chargebacks and duplicate recovery
Contact RC House before filing a payment dispute when possible so the marketplace issue process can review the order. You may not recover the same amount twice through an RC House refund and a bank or card dispute. RC House may provide transaction records to the payment provider when a chargeback is filed.
8. Contact
Open the issue from the order whenever possible, or contact support@rchouse.co.