Refund policy

 

Last updated: 20 May 2026

Thank you for shopping with Collect Monsters. Please read the following return and refund policy before placing an order.

This policy applies to orders placed with Collect Monsters. Nothing in this policy affects your statutory rights.

Items Eligible for Exchange, Return, and Refund

・If the product is defective or damaged due to delivery accidents or other circumstances for which our company is responsible, we will prioritize replacing the item with the same product. If a replacement cannot be provided due to factors such as parts shortages, returns and refunds will be accepted.

・Except where required by your statutory rights, we do not accept exchanges, returns, or refunds based on change of mind or other personal reasons.

・If the shipping box or the product's original packaging is damaged, worn, dented, etc., but the product itself is not affected, we regret to inform you that we cannot replace the product or the original packaging. Thank you for your understanding.

・All mystery products (mystery boxes/mystery packs) and single card items are non-returnable and cannot be refunded. We reserve the right to refuse or accept returns on these items at our discretion.

・To be eligible for a return, your item must be unused and in the same condition that we sold it. It must also be in the original packaging. We will not accept returns on orders because of a decrease in price of an individual item. All orders will be subject to individual review.

How to Request an Exchange, Return, or Refund

・If the product you received differs from the specifications you ordered, or if the product is damaged, defective, or the wrong item has been sent, please provide clear photos of the defect/damage (8 photos in total, including front, back, left, right, top, and bottom views) along with a detailed description and order information. Contact Collect Monsters customer service within 7 days of successful delivery where possible.

Collect Monsters customer service: support@collectmonsters.co.uk

* For change-of-mind returns, return shipping and handling fees are to be borne by the customer. If the item is faulty, damaged, incorrect, or not as described, we will advise you of the appropriate return process.

* After the return, we will confirm the delivery status of the product. If it is determined to be our company's responsibility, we will promptly handle it through an exchange or other means.

Other Notes

* If an order is canceled or the product is refused unilaterally due to the customer's personal reasons, the customer may be denied future transactions or participation in events with our company. We appreciate your understanding.

・The photos posted on this website are of prototype samples. In particular, for products not yet released (such as pre-order items or special products), differences between the prototype and the final product are not considered defects. We cannot accept returns or exchanges based on such differences.

・Depending on the environment in which you view the product, the actual color, shape, shade, and texture may differ from what is displayed on your screen. We appreciate your understanding.