Warranty Return/Repair/Exchange is not transferable. Only direct buyers of AlignTrexStore and authorized dealers of Enterprise Hobby are covered under manufacture warranty. Resale to third parties voids the warranty. For purchases outside our dealer network, please contact the dealer directly.
New / Unused Item Not Needed or Wanted / New Sealed in Box :
For new/unused items, we can accept these back (15) days after the delivery date. Return shipping will be paid by customers. Please use USPS/UPS/FEDEX with tracking number to ensure delivery to us.
If the item is new, unused and without fault or damage and still sealed in the box, we can offer store credit for the return merchandise item, valued at the amount that was paid via the original purchase. If a refund is requested via Credit Card or PayPal, refund(s) will be made for original purchase price via the returned item. Restocking fee for unopened/sealed items is 15% of the purchase price. This covers our shipping fee, packaging, and handling.
Items being returned must be brand new without any use and still sealed in box – any engines that have been run, kits that have been opened, partially or fully built, items that have been soldered, or products that have been cut, punctured, modified or otherwise, will not be accepted as a return. Helicopter kits that have been “test flown” will not be accepted as a return item.
All approved return items will require a RMA (Return Merchandise Authorization) number before being shipped back to our location. This number aids us in the ability to properly handle your return – without an RMA number, your package has a high probability of being mis-handled, lost or delays, and we will take no responsibility for any return that does not have an approved RMA number. Please email us for a RMA number as soon as you wish to return the item.
Packages that have missing items, parts or otherwise will be returned to the customer and will not be eligible for any credit, refund or otherwise.
When packing your item(s) for return, be sure all original pieces and documents are included in the package, assorted as in original factory condition. If items are missing, damaged or otherwise, your return will not be able to be processed or accepted, and will be returned direct to you.
Please package the item in a safe manner ensuring the package arrives to us without being damaged. Do not use expedited shipping such as 2nd Day Air & Overnight shipping, as these are not necessary methods for a return. We recommend using a “tracked” method of shipping, which will allow you to verify that the return has made it to our facility.
Returns sent via COD will not be accepted; customer is bound to pay shipping fees for any new/unused item.
Align lipo batteries have a 30-Day warranty. We test each lipo battery before shipping from our warehouse. We recommend users to inspect and test batteries as soon as possible to avoid warranty delays.
Faulty/Damaged or Warranty Returns
For any item that is faulty, damaged, or falls upon warranty related issues, please email our tech support department for assistance, and we will be sure to assist you in every way possible in regards to the matter at hand.
Warranty request for defective/damaged products must be communicated to us within 30 days of delivery. Please test your product as soon as they arrive to avoid any delays. Align products are covered under 90-day warranty. Please contact us as soon as possible if you find any defects or damages. Warranty for all products expires after 90 days of delivery.
Please note that some products are serviced directly via the manufacture. Feel free to email us, and we will provide you the proper contact information so the item can be addressed via the manufacturer, as some manufacturers deal with all warranty related items direct, rather than through the original dealer.
Once an RMA number is received, please ship back to us via USPS/UPS/FEDEX – no upgraded shipping method necessary, such as 2nd Day Air, Overnight. You will receive a confirmation from us as soon as the package arrives at our warehouse. Returns can take several days to be processed – please see below section for greater detail on returns and how they are handled.
Out of Warranty products
For out of warranty products, we charge an inspection fee of $40 that can be applied toward one hour labor fee. If parts are needed to repair the product, we will obtain your authorization prior to repair. If no parts are required to repair the product, the $40 will be applied towards the one hour labor and return shipping.
Returning Fragile Items
In regards to returning fragile items, such as fiberglass fuselages, fiberglass canopies, or any other item that is easily damaged, it is the customer’s sole responsibility to ensure that the package is packed and sealed safely, as any damage via return shipping will not be accepted. If a damaged item is received, it will be returned to the original shipping address, and will need to be settled via the customer through the shipping agent used. Enterprise Hobby will not be involved in any claims, refunds, credits or otherwise for return shipping damage.
Please note that returns can take between 3-7 business days to process upon receipt, and all returns are processed as quickly and efficiently as possible. We will email you updates as your return is handled by our tech support department, and if any issues or questions arise regarding your return, we will contact you as soon as possible.
Please allow time for your return to be processed, as high demand can cause delays – we truly care about your returned item and will process your package as soon as we are able. If your package has just arrived in our facility, please understand that our customer service department will not have updated status till your package is processed – as mentioned, we will be sure to email you as we update all returns, and will have our customer service department follow up with you as soon as your RMA is processed.
For any item requiring testing, please allow the above mentioned time to pass, as the testing process via our in house technicians will require the necessary time to problem solve your return. Our goal is to isolate whatever trouble your item(s) may be experiencing, and as soon as we have the available information to proceed, you will be updated regarding this.
If your return is waiting upon store credit, we will credit your account that can be used with your next order. Our customer service department can help you use your credit with any order, but if your credit has not been issued as of yet, please allow your return to be processed, as our customer service representatives do not handle your return(s), or issue credit regarding the returned item(s).
When your return has been processed and shipped, we will alert you via email. All returns will be shipped via standard USPS or UPS. 2nd Day Air, Overnight, Priority, or other express methods will not be offered. If the customer wishes to upgrade to a quicker method, we are happy to assist – customer will need to pay for the upgraded shipping method.
For customers who want to add an item to the return, or upgrade to a larger, heavier item from the original return, please contact us for the shipping fee. Most of the times will be free, depending on the weight of the items.
Frequently Asked Questions
Q: I Just Tracked My Return and it Shows Delivered to Your Warehouse – Should I call?
A: Calling us will not speed up your return, as our customer service department does not handle returns, nor do we have the ability to hasten the time to process. Returns can take between 3 – 7 days to process, and we ask that you be patient as we do our best to effectively handle your return.
Q: If I Ship My Return to You via an Express Method, Will this Speed Up the Turn Around Time?
A: If you are willing to pay for a quicker shipping method for your return to us, your order will be received quicker, but will not be processed any faster.
Q: Will I Be Reimbursed for Return Shipping?
A: If the item being returned is due to manufacture defect or our shipping error, Please contact us for a return shipping label. Please note, we will not reimburse expedited shipping fee such as overnight or 2nd day delivery.
If buyer no longer wants the item or ordered the wrong item, buyer will be responsible for the return shipping fee. The item must be new, sealed in the box. If the item does not contain a seal by the manufacture, buyer must ensure that everything is in the box as the original condition. Any missing parts, manuals, accessories will void the acceptance of the return.
Q: I Shipped My Order Without an RMA Number – What Now?
A: All returns require an RMA number to be properly handled by our returns staff, but if your order has been returned without an RMA, please email us with your order number as soon as possible and we will assist you with this process. Please be aware that we cannot be held responsible for any lost/delayed return that arrived without an RMA, even if it arrived with a tracking number.
Q: I Refused My Order at Delivery – How Do I Proceed?
A: Please email our customer service department with your order number, and we will make the proper arrangements for your return.
Q: Do I Need to Include My Invoice, or a Note about the Product Return?
A: If you have received an RMA number and have properly written it on the outside of the shipping box, no further information is necessary. However, if you are having a product problem, and further information via a note would be welcome.
Q: Where Do I Write the RMA Number?
A: Please be sure to write the RMA number on the outside of the SHIPPING BOX, not the product box. If an RMA is written on the product box, this may complicate your return.
Q: What Method Should I Ship my Return?
A: We recommend USPS/UPS/FEDEX standard parcel shipping with insurance and tracking number, as this will give you the ability to see if the order has safely arrived in our hands.
Q: How Should I Pack my Return?
A: Be sure that any return item is packed safely with care, as any item that arrives in damaged condition due to return shipping will not be accepted.
Q: Do I Need to Insure my Return?
A: We recommend insuring the item you return for the appropriate value, as if the carrier damages or loses your return, it will be the carriers sole responsibility for the item at hand. Enterprise Hobby will offer no credit, refund or re-shipment for a lost/damaged item via return shipping.
Q: What Shipping Method does AlignTrexStore / Enterprise Hobby Use for Exchange Returns?
A: If you have an RMA for an exchange, all returns will be shipped out via USPS/UPS standard parcel with insurance – no Express shipping, such as USPS Next Day, 2nd Day Air, or Priority Mail will be used.
Q: My Order Shipped Next Day Air, Express, or by another Upgraded Method - Will AlignTrexStore / Enterprise Hobby Refund or Re-Ship via the Same Method?
A: For all returns, we will ship the exchanged item(s) via a method of our own choosing, and cannot offer upgraded, Express, or other Overnight/2nd Day Air methods, nor can we offer any credits, refunds or other such discounts.
ANY KITS THAT ARE OPENED, FLOWN, OR BUILT ARE NOT ELIGIBLE FOR REFUND. If there is any defect, our distributor will repair or replace parts at no cost to the buyer.
Have More Questions? Contact Us!