Refund policy

Thank you for shopping with Collect Monsters. Please read the following return and refund policy before placing an order. By placing an order or making a purchase from Collect Monsters, you agree to the terms below, along with our Privacy Policy and Terms of Service.

1. Returning an Item

1.1 In the unlikely event where you wish to return your order, you must be aware of the following:

a. You can return your order for any reason within 14 days of receiving it. Once you have notified us that you wish to return your order, you then have a further 14 days to return the goods to us.

b. Sealed products must be returned unopened, unused, and in the original condition in which they were sent.

c. If you are returning an item because you have changed your mind, you must Contact Us before sending anything back. We will provide a tracked return label and £3.95 will be deducted from your refund to cover the return label cost.

d. We do not offer general exchanges for change-of-mind returns. If you would like a different product, please return the original item in accordance with this policy and place a new order separately. This does not affect any replacement or other remedy that may apply where an item is damaged, or not as described.

e. Due to the nature of our products, if you no longer want your order after it has been dispatched, please refuse the delivery at the door with the courier, or alternatively, keep the parcel sealed and Contact Us so that we can arrange the return and provide the appropriate return label.

1.2 If a returned product does not meet the requirements outlined by our policies, we may not be able to offer a refund. If you are unsure if you can return an item, please get in touch with a member of our support team, who can best advise you on how to return your item.

1.3 To return an item, please Contact Us to submit your query and we will do everything we possibly can to resolve your issue before sending anything back. Our Support Team will provide the appropriate return instructions and a tracked return label. Please do not arrange your own return postage unless we specifically ask you to do so. Please note you must contact us within 14 days of receiving your product for change-of-mind returns.

1.4 If we have sent you an incorrect item or something is missing from your order, please contact our Support Team as soon as possible. Where a return is required because of an error on our part, we will provide the necessary return label at no cost to you. We may require the incorrect item to be returned before the correct item or other appropriate remedy is provided.

1.5 Refunds will be made to the original payment method. Where a refund is due, it will normally be processed within 14 days of us receiving the returned goods or evidence that they have been returned, where applicable.

2. Damaged Items

2.1 If you do happen to receive a product you believe to be damaged, PLEASE DO NOT OPEN THE PRODUCT, since, in order for us to sort this out, it often means that we will need the product back with us before we get a new one out to you. If you think there may be damages, please let our Support Team know straight away.

2.2 Although we try our utmost during the packing stages to ensure that your order arrives with you safely whilst in transit, sadly, sometimes damage may occur. If an item arrives with you damaged, please take as many photos of the box your order arrived in which clearly shows the shipping label, along with photos of the damage to the item. Do not open the damaged product as we may require it back if we are able to replace this. If you suspect that your order may be damaged before opening the parcel, please take a photo as this provides an additional level of evidence when we submit this to the courier. Without these, we will be unable to raise a claim with the courier, so it is imperative these are provided when you send us an email about this. Please report visible transit damage as soon as possible, ideally within 7 days of receiving your order, as this helps us investigate the issue with the courier.

3. Lost Items

3.1 We would hate to think that your parcel got lost on its way to you, however sometimes situations like this may occur. If your parcel hasn't been received, get in touch with us and we will be able to advise, if your parcel is coming via Royal Mail, please allow 10 working days after your parcel was due to be delivered as we will be unable to get involved until this time has passed. When we get in touch with the courier they will have to investigate to find out the location of your parcel and see what has happened with this, depending on the complexity of this it may take some time for them to locate and provide an update back to us. We will keep you updated while the investigation is ongoing.

3.2 Depending on the complexity of the claim, it may take some time for the courier to investigate what has happened to your parcel. On average, most claims are resolved within 14 days of us opening the claim, although this may take longer during busy periods or in exceptional circumstances.