Refund policy

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return. Please note that change of mind does not provide grounds for a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.

If a request for refund or a support email is not sent within 5 days of receiving your item, unfortunately, we cannot refund your item.

To start a return, you can contact us at info@collectiblehq.com.au. If your return is accepted, you will be provided with instructions on how and where to send your package. Items sent back to Collectible HQ without first requesting a return will not be accepted.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, refunds can only be processed to the original payment method used to place the order. If you no longer have access to the original payment method, you must contact that payment provider in order to receive your funds. Refunds can take up to 7 business days to appear on your statement in most cases.

Refunds request where Zip Pay was used as the payment method will incur a 10% charge of the total order due fees that are charged to Collectible HQ by Zip Pay as a result of a refund.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.