At Collects.in, we strive to provide a smooth and reliable shopping experience for collectors and enthusiasts. By placing an order through our website, you acknowledge and agree to the following Cancellation & Refund Policy.
Please read this policy carefully before placing an order.
1. Order Cancellations
- Cancellation Requests: Cancellation requests are not guaranteed. We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.
- Orders Already Processed: Once an order has been processed, packed, handed over to our shipping partner, or entered the shipping stage, it cannot be cancelled.
- Approved Cancellations: If a cancellation is approved before the order is shipped, a 10% cancellation/restocking fee may be deducted from the refundable amount to cover payment processing, administrative, packaging, and inventory handling costs.
- Shipped Orders: Once an order has been dispatched, cancellation is no longer available. Any return, if applicable, will be handled according to the terms of this policy.
- Pre-Orders: Cancellation terms for pre-order products may differ depending on the product and supplier. Where specific pre-order cancellation terms apply, they will be mentioned on the relevant product page.
2. Damaged, Defective, or Incorrect Items
Collectibles require careful handling and packaging. We take reasonable precautions when packing orders; however, issues may occasionally occur during shipping.
Transit-Related Packaging Damage
Collects.in is not responsible for minor cosmetic damage to external product packaging caused during transit, provided the actual collectible/product remains usable and intact.
This may include, but is not limited to:
- Minor dents, creases, or corner wear on Booster Boxes, Elite Trainer Boxes, Tins, or similar sealed products.
- Minor bends, folds, or creases to external packaging.
- Minor damage or deformation to factory shrink wrap caused during transportation.
- Cosmetic wear to outer packaging where the underlying collectible or trading cards remain intact.
For collectible products, packaging condition may naturally vary during transportation. Such minor cosmetic imperfections do not automatically qualify an order for a refund, return, or replacement.
Significant Damage, Incorrect, or Missing Items
If you receive:
- A substantially damaged product.
- An incorrect product.
- A missing item from your order.
- A product materially different from what was ordered.
- A product with an issue that appears to have existed before dispatch.
please contact us as soon as possible so that we can investigate and determine an appropriate resolution.
3. Unboxing Video Requirement
Because collectibles can be high-value and easily damaged, altered, or substituted after delivery, a continuous, unedited unboxing video is strongly required for claims involving damaged, missing, incorrect, or significantly different products.
The video should:
- Clearly show the unopened shipping package.
- Clearly show the shipping label and package condition.
- Show the package being opened continuously without cuts or edits.
- Clearly show all contents received.
- Show the condition of the products immediately after opening.
For claims involving missing, damaged, incorrect, or “not as described” items, failure to provide an appropriate unboxing video may make it difficult for us to verify the claim and may result in the claim being declined.
4. Reporting Timeline
Any issue concerning a delivered order should be reported to our customer support team within 48 hours of the recorded delivery date/time.
Claims submitted after this period may not be accepted, particularly where the condition of the product or circumstances surrounding the issue can no longer be reliably verified.
To report an issue, contact:
Email: support@collects.in
Please include your:
- Order number
- Name used for the order
- Description of the issue
- Photographs/videos of the product and packaging
- Unboxing video, where applicable
5. Verification of Claims
All refund, replacement, or return requests are subject to verification by Collects.in.
We may request additional photographs, videos, shipping information, packaging details, or other evidence reasonably required to investigate a claim.
Where necessary, we may request that the product be returned to us for inspection before approving a refund or replacement.
The final resolution will depend on the nature and circumstances of the issue and applicable consumer-protection laws.
6. Manufacturer Defects
For factory-sealed products, certain defects may originate from the manufacturer rather than Collects.in.
Examples may include:
- Manufacturing or printing defects.
- Missing cards or components.
- Incorrectly printed cards.
- Factory packaging defects.
- Production-related errors.
- Other defects originating during the manufacturing process.
Where the issue is determined to be a manufacturer-level defect, customers may need to contact the original manufacturer or publisher directly, particularly where the manufacturer provides its own replacement or warranty programme.
Collects.in is not responsible for manufacturing defects that existed before the product was supplied to us and that are outside our control.
However, we may assist customers in identifying the appropriate manufacturer support channel where reasonably possible.
7. Returns
Returns are accepted only where specifically approved by Collects.in or where required under applicable law.
Before returning any product, you must contact our support team and receive return instructions.
Please do not send any product back without prior approval, as unauthorized returns may not be accepted or processed.
Returned products must generally be in the same condition in which they were received, including original packaging, accessories, seals, tags, and other components where applicable.
Products that have been opened, altered, used, damaged, tampered with, or otherwise changed after delivery may not qualify for a return or refund, subject to applicable law.
8. Non-Delivery and Returns to Sender
If an order is returned to Collects.in by the shipping carrier because of:
- An incorrect or incomplete address provided by the customer.
- Failure to accept the delivery.
- Failure to collect the package from the designated delivery location.
- Repeated delivery attempts being unsuccessful for reasons attributable to the customer.
any refund, if applicable, may be reduced by the following costs:
- Original shipping charges paid by Collects.in.
- Return-to-origin/return shipping charges imposed by the carrier.
- Applicable payment processing charges.
- A 10% restocking/handling fee, where applicable.
If you would like the returned order to be shipped again, additional shipping charges may apply.
9. Refund Processing
Once a refund has been approved by Collects.in, the refund will generally be initiated to the original payment method used for the transaction.
Please allow approximately 6–8 business days for the refund to reflect in your account after it has been processed by us. Actual processing time may vary depending on the bank, card issuer, payment gateway, or other financial institution.
Collects.in is not responsible for delays caused by banks, payment gateways, card issuers, or other third-party payment providers.
10. Refunds for Cancelled Orders
Where a cancellation is approved before dispatch, the applicable refundable amount will be calculated after deducting any applicable cancellation/restocking fee and non-refundable charges.
If the cancellation is initiated by Collects.in due to reasons such as product unavailability, pricing error, technical error, or other circumstances within our control, the applicable amount paid by the customer will generally be refunded without the customer being charged a cancellation fee.
11. Promotional Products and Offers
Products purchased using promotional discounts, special offers, coupons, bundle offers, or other promotional schemes may be subject to additional terms.
Where applicable, the refund amount may be adjusted to account for discounts, promotional benefits, or bundled pricing.
12. Fraudulent or Abusive Claims
Collects.in reserves the right to investigate claims that appear fraudulent, misleading, abusive, or inconsistent with the available evidence.
This may include claims involving:
- Product substitution.
- Tampering with sealed products.
- Repeated unsupported damage claims.
- False or misleading information.
- Manipulation or alteration of photographs/videos.
- Unauthorized chargebacks or payment disputes.
Where appropriate and permitted by law, we may decline such claims and take further action to protect our business and customers.
13. Contact Us
For cancellation requests, refund queries, return requests, or product-related complaints, please contact us at:
Collects.in
Ghaziabad, Uttar Pradesh – 201016
India
Email: support@collects.in
Please include your order number in your communication so that we can assist you more efficiently.