Refund & Return Policy
Overview
At QollectorAU we take great pride in the quality and authenticity of every product we sell. All of our products are 100% factory sealed and sourced from authorised Australian distributors.
Please read our policy carefully before making a purchase. By completing a purchase with QollectorAU you agree to the terms outlined below.
All Sales Are Final
QollectorAU operates a strict no refund and no exchange policy for all items purchased. All sales are considered final once payment has been processed.
We strongly encourage all customers to:
- Read product descriptions carefully before purchasing
- Check all product details including set name, language and product type
- Contact us at support@qollectorau.com before purchasing if you have any questions
Exceptions — Your Rights Under Australian Consumer Law
In accordance with the Australian Consumer Law (ACL) and ACCC Regulations QollectorAU will offer a refund or exchange in the following circumstances:
1. Faulty or Damaged Items If your item arrives damaged or faulty please contact us at support@qollectorau.com within 48 hours of delivery with:
- Your order number
- A clear description of the fault or damage
- Photos of the damaged item
- Photos of the damaged packaging
Failure to contact us within 48 hours may affect our ability to assist you.
2. Item Not As Described If the item you received does not match the product description listed on our website please contact us at support@qollectorau.com within 48 hours of delivery with:
- Your order number
- A clear description of the discrepancy
- Photos of the item received
3. Incorrect Item Received If you received the wrong item please contact us at support@qollectorau.com within 48 hours of delivery with:
- Your order number
- Photos of the item received
Resolution Process
Once we receive your claim we will:
- Review your submission within 2 business days
- Assess the claim in accordance with Australian Consumer Law
- Offer one of the following resolutions depending on the circumstances:
- Full refund to your original payment method
- Exchange for the same item subject to availability
- Store credit for the value of the item
Return Shipping
If a return is required:
- QollectorAU will cover return shipping costs for items that are faulty, damaged or not as described
- Return shipping instructions will be provided upon approval of your claim
- Items must be returned in their original condition and packaging
- We recommend using tracked shipping for all returns
- QollectorAU is not responsible for items lost or damaged during return shipping
Non-Returnable Items
The following items are not eligible for return or refund under any circumstances:
- Items that have been opened or tampered with
- Items where the seal has been broken
- Items that have been used or played with
- Items returned without prior approval from QollectorAU
- Items returned outside of the 48 hour notification window
- Items damaged due to improper storage or handling by the customer
- Digital products or codes
Cancelled Orders
Orders may be cancelled before dispatch only. To request a cancellation please contact us immediately at support@qollectorau.com with your order number.
Once an order has been dispatched it cannot be cancelled. In this case the order will need to be received and a return request submitted if applicable.
Contact Us
If you have any questions about our refund and return policy please contact us:
📧 Email: support@qollectorau.com ⏰ Response time: Within 24 hours 🕙 Hours: Monday — Sunday 10:00am — 10:00pm AEST
Policy Last Updated: March 2026