Refund policy

The Refund Process

Faulty, Damaged and Lost Products

If an item is found to be faulty or damaged we will offer a full refund. To apply for a refund, just email us at collectorsguild@gmail.com explaining the problem. This needs to be done within 7 days of receiving the item.

A full Refund will be done via the same method that was used when purchasing i.e Paypal, Afterpay etc. 

Other circumstances listed below will also not be eligible for a full refund, and be subject to the 6% cost.

PLEASE NOTE: Often products may have slight cosmetic damage on the package of the product. We will normally sell this at a discounted rate. Although we do inspect every product we pack, it may be an oversight if we happen to miss something. So please do get in touch if you discover something that doesn't look right.

Item will then need to be returned in original packaging and posted at the cost of the buyer to: Collectors Guild 259 Lees Gully Road, Pollok, Auckland 2684

Upon receiving items back, we will then process a refund including the cost(proof may be required) to return the items.

If you have not received your item within 10 business days of it being dispatched. Please contact us at collectorsguild@gmail.com and we will investigate. If item cannot be recovered, we will send a full refund. Note: all items sent out are tracked to help avoid this happening.

We will not refund items when:

• Item has been damaged by customer
• Item is at a lower price elsewhere or change of mind.
• Items have already been dispatched
• Delays on orders caused by circumstances that are out of our control.
  
• Customer changes their mind about purchasing a product that's been paid for. 

Although we take the utmost care to pack orders as if they were our own to prevent any damage during transit. Certain circumstances out of our control can lead to unexpected damage. When this happens we will then file a claim against the postal service provider.

There may be the rare occasion that the stock we receive does have minor cosmetic damage to the packaging which has no effect on the products sealed inside. We have no control over this and will send out as normal. 

All orders are subject to stock availability. Although we do our best to ensure stock is secured(including preorders). Circumstances out of our control, can lead to suppliers having to shortship/allocate stock.