Refund policy

Returns for Australian customers

This policy applies to orders delivered to Australia by Collectable Figurines LTD (company number 17444411), trading as Collectable Figurines. Contact abigail@collectable-figurines.co.uk or +44 7588 332287 with your order details.

Your Australian Consumer Law rights

Your statutory rights are additional to our voluntary change-of-mind policy. They are not limited to 30 days, and original packaging is not required for a faulty-item claim. Reasonable proof of purchase may be requested.

For a major failure, you may choose a refund or replacement. For a minor problem, we will provide a free remedy within a reasonable time; further remedies apply if we cannot do so. You may also be entitled to compensation under Australian Consumer Law.

These rights also apply to sale and pre-owned items. A defect specifically disclosed before purchase does not itself entitle you to a remedy, but an undisclosed problem may.

Damaged, faulty or incorrect items

Please contact us with the problem and, where helpful, photos. We will assess the issue and arrange the appropriate remedy. If a return is needed for a confirmed fault, we will reimburse reasonable return postage. Contact us before posting so we can help arrange a suitable return; this request does not restrict your statutory rights.

Change-of-mind returns: 30 days

You have 30 days after receiving your item to request a change-of-mind return. The item must be in the same condition you received it, unused, with any original tags and packaging supplied, and accompanied by a receipt or proof of purchase.

Contact us before sending the item. If accepted, we will provide instructions and the UK return address. You are responsible for arranging and paying the return postage back to the UK. We do not provide a prepaid return label for change-of-mind returns.

Our voluntary change-of-mind policy excludes sale items, gift cards, and custom or personalised orders. These exclusions do not affect your statutory rights if there is a problem with the goods.

Customer returns address

Collectable Figurines LTD
32 Quantock Rise
Bridgwater, Somerset
TA6 4SD
United Kingdom

Our office address is 3rd Floor, Old Stock Exchange, St Nicholas Street, Bristol, BS1 1TG, United Kingdom. Please send customer returns to Quantock Rise, not the Bristol office. Contact us first for return instructions. This does not limit your statutory rights.

Exchanges

For a change-of-mind exchange, request a return and, once accepted, make a separate purchase for the replacement item.

Refunds

We will notify you after receiving and inspecting a return. Approved refunds are made to the original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval, contact us. This processing information does not limit any statutory entitlement to a timely remedy.