Refund Policy
Returns, Refunds & Complaints – Collectory UK
Here you'll find specific information regarding your right to cancel, return conditions, and complaints for purchases made through our online shop.
Right to Cancel
As a UK consumer, you have the right to cancel your purchase within 14 days of receiving your order, under the Consumer Contracts Regulations. This means you can notify Collectory within 14 days of receipt that you wish to cancel your order.
To be eligible for a return under this policy:
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The product must be unused, in new condition, and returned in unopened original packaging.
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Due to the collectible and limited nature of some items, we cannot accept returns for opened or used products.
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Packaging seals and protective films must remain unbroken.
You are responsible for return shipping. As you are liable for the item until it reaches us, please ensure the product is securely packaged.
Extended Return Window – 60 Days (Limited-Time Campaign)
We’re currently offering an extended 60-day return window under our customer satisfaction guarantee – valid once per customer.
Returns after 14 days are accepted only if:
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The product is carefully opened and in resalable condition.
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A handling and restocking fee of £15 will be deducted.
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Original shipping fees are non-refundable.
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Refunds are up to 100% for unopened items, and up to 70% for opened items, depending on condition.
Refunds
In the unlikely event your product is faulty, you can return it for a refund or exchange within 30 days of delivery. Return postage will not be refunded.
Once your return is received and approved, your payment will be refunded to the original payment method, no later than 14 days after notifying us of cancellation (provided your return has been received).
If you paid via Klarna, they will also send an updated invoice by email.
Returns (If Applicable)
To qualify for a return:
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Your item must be unused and in the same condition you received it.
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It must be returned in the original packaging.
Once your return is received and inspected, you will receive an email confirming receipt and whether your refund has been approved or rejected. Approved refunds will be processed to your original payment method.
Returns made after 30 days of delivery will not be accepted.
How to Return an Item
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Email our customer service team at support@collectory.se with your name, email address, and order number.
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You’ll receive a return form by email.
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Once approved, you’ll be instructed on where to send your return.
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Customers are responsible for return postage. Shipping fees are non-refundable.
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We recommend using Royal Mail Tracked, Evri, or DPD Local from your nearest drop-off point.
We highly recommend using a trackable shipping service or shipping insurance. We cannot guarantee receipt of your return without tracking.
Uncollected Parcels
If your parcel is delivered to a collection point and remains uncollected for 7 days, it will be returned to us.
Returned parcels will incur a handling fee of £15, which covers outbound & return postage, admin, and processing costs.
If you change your mind after your order has shipped, you must collect the parcel and return it to us manually. Failing to do so will result in it being marked as "uncollected" and subject to the £15 fee.
Once received, we will cancel your order and refund your payment minus the £15 fee.
If your invoice via Klarna remains unpaid, the amount will be updated. If already paid, the fee will be deducted from your refund. If we cannot deduct the fee, we may issue an invoice instead.
Collectory is not responsible for failed delivery notifications by Royal Mail, Evri, or DPD. Nor are we responsible for circumstances such as illness or work that prevent collection.
Exchanges (If Applicable)
We only replace items if they are defective or damaged.
To request an exchange for the same item, email us via the contact form or directly at support@collectory.se
Partial Refunds
Orders that are not in their original condition, are damaged, or incomplete for reasons not caused by Collectory may be rejected or partially refunded.
You will be notified by email after inspection of the returned product.
Late or Missing Refunds
If you haven’t received your refund:
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Recheck your bank account.
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Contact your credit card provider – refunds may take a few days to process.
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Contact your bank – processing delays are common.
If you’ve done all this and still have not received your refund, contact us via the contact form or at support@collectory.se
Faulty or Damaged Items – Complaints
If your product is damaged or defective, you are entitled to file a complaint.
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Start by taking clear photos of the product and email them to us along with your order number.
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Only after receiving approval should you return the item.
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We will inspect the item to determine whether the damage is covered under warranty.
If covered, we will offer a repair, replacement, or compensation.
Complaints are valid only for manufacturing defects. This does not include lost items, general wear and tear, or negligent handling.
All products are inspected prior to dispatch, but in rare cases, shipping damage may occur. Inspect your items carefully upon delivery.
You must raise a complaint within a reasonable timeframe after discovering the defect. Within 2 months is always considered reasonable. You have a statutory right of 3 years to claim for faulty goods.
If your complaint is approved, we will cover return shipping.
Still not satisfied?
You may escalate your case to the UK’s Alternative Dispute Resolution (ADR) platform. If we enter a dispute, we follow the recommendations of independent complaint resolution services.
Can I Cancel or Change My Order?
Our logistics system is fully automated, meaning your order is processed and prepared for dispatch immediately after being placed.
This ensures fast delivery, but also means we cannot cancel or change an order once confirmed.
Please double-check all order details (items, quantity, delivery address) before completing checkout.
If you’re unsure or have questions, reach out to us first – we’re happy to help!
Need Assistance?
Don't hesitate to contact us at support@collectory.se – we’re here to help you! 😊