Refund policy

1. Return Window

We have a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must be:

  • In the same condition that you received it

  • Unused and unassembled (for building sets)

  • With all original tags, manuals, and accessories

  • In the original packaging, in resalable condition

  • Accompanied by proof of purchase (order number or receipt)

2. Who Pays for Return Shipping?

Unless the return is due to our error (wrong item, defect, damage on arrival), the customer is responsible for the cost of return shipping.

We do not refund original shipping charges, except where required by law or in cases where we made a mistake (wrong item shipped, etc.).

3. How to Start a Return

To request a return:

  1. Go to the Contact page on our website.

  2. Provide your order number, the items you wish to return, and the reason.

  3. Wait for our team to review your request.

If your return is approved, we will send you:

  • Return authorization

  • Instructions on how and where to send your package

  • Information about whether a return label is provided or you should arrange shipping yourself

Items sent back without prior approval will not be accepted.

4. Condition of Returned Items

We reserve the right to inspect returned items. We may decline a refund or offer a partial refund if:

  • The item shows signs of use, assembly, or wear

  • Pieces or accessories are missing

  • The package is opened

  • The product is not in resalable condition

If a return is rejected, we may offer to ship the item back to you at your expense.

5. Non-Returnable Items

Unless required by law, the following cannot be returned:

  • Final sale / clearance items, where marked as such at the time of purchase

  • Gift cards

  • Digital products or downloadable content (if applicable in the future)

  • Items not purchased directly on cobi.com

If you’re unsure whether your item is eligible, please contact us through the Contact page before sending anything back.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

Contact us as soon as possible through the Contact page if:

  • Your item arrives damaged

  • Your item appears defective

  • You receive the wrong product

We may ask for:

  • Photos of the product

  • Photos of packaging

  • Description of the issue

If we confirm damage, defect, or an error on our side, we will:

  • Replace the item, or

  • Offer a refund, and

  • Cover or reimburse return shipping where applicable

7. Exchanges

We do not process direct item-for-item exchanges.

If you want a different item:

  1. Request a return for the original item (if eligible).

  2. Once your return is approved and processed, place a new order for the item you want.

8. Refunds

After we receive and inspect your return, we will notify you whether the refund is approved or denied.

  • Approved refunds will be issued to your original payment method.

  • We do not refund original shipping costs unless the return is due to our error.

Please allow:

  • Up to 10 business days for us to process your return once it arrives, and

  • Additional time for your bank or payment provider to post the refund.

9. Late or Missing Refunds

If you have received a refund approval notice but no refund appears:

  1. Check with your bank or credit card company (processing can take time).

  2. If it still does not appear after a reasonable period, reach out via the Contact page so we can review.

10. Policy Updates

We may update this Return & Refund Policy from time to time.
The latest version will always be posted on this page, with the effective date noted at the top.

11. Questions

If you have any questions about returns, refunds, or whether your item is eligible, please use the Contact page in the footer of our website.