CollectLab Return & Refund Policy

Last Updated: Aug 2026

At CollectLab, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible products in accordance with the terms below.

1. Right of Withdrawal

Customers located within the European Union have the right to withdraw from their purchase within 14 calendar days after receiving the goods, unless an exception under applicable law applies.

To initiate a return, please contact us before sending any product back.

📧 support@collectlab24.com

2. Standard Return Conditions

To qualify for a refund, products must:

• be returned within 14 calendar days after delivery;
• be unused;
• remain in collector-grade condition;
• include all original packaging;
• include all accessories, certificates, bonus items and documentation;
• be suitable for resale as new.

CollectLab reserves the right to reduce the refund amount if the value of the product has diminished due to handling beyond what is necessary to establish the nature, characteristics and functionality of the goods, where permitted by applicable law.

3. Return Shipping

Unless the item is faulty or incorrectly supplied, return shipping costs are the responsibility of the customer.

Customers are responsible for safely packaging returned items.

CollectLab strongly recommends using tracked and insured shipping.

CollectLab is not responsible for products lost or damaged during return transportation.

4. Collector Condition

CollectLab specializes in premium collectibles, limited editions and investment-grade products.

Original packaging forms part of the collectible value.

Damage to:

• original boxes;
• protective seals;
• certificates;
• accessories;
• bonus items;
• collector packaging;

may significantly reduce the collectible value and may result in a reduced refund where permitted by applicable law.

5. Pre-Orders

Pre-orders are governed by the CollectLab Pre-Order Deposit Policy.

Reservation deposits paid for pre-orders remain non-refundable, except where expressly stated in that policy or where required by applicable law.

6. Installment Purchases

Products purchased using a CollectLab Installment Plan are also covered by this Return & Refund Policy.

A 10% non-refundable reservation deposit is required before the installment plan begins.

The reservation deposit secures the product exclusively for the customer and is therefore non-refundable, except where applicable consumer protection law requires otherwise.

If the customer:

• voluntarily cancels the order;
• decides they no longer wish to purchase the product;
• fails to complete the agreed installment schedule;
• fails to pay the final balance within the specified deadline;

CollectLab reserves the right to:

• cancel the reservation;
• return the product to available inventory;
• retain the 10% reservation deposit.

If a return is accepted under applicable law after delivery of the product:

• the reservation deposit remains non-refundable unless otherwise required by applicable law;
• any remaining eligible payments already received will be refunded using the original payment method after inspection and approval of the returned product.

7. Damaged or Incorrect Orders

If your order arrives:

• damaged;
• defective;
• incomplete;
• or you receive an incorrect item,

please contact us within 48 hours after delivery.

📧 support@collectlab24.com

Please include:

• your order number;
• photographs of the product;
• photographs of the packaging;
• photographs of the shipping label.

8. Refund Processing

Once the returned product has been received and inspected, CollectLab will notify the customer whether the return has been approved.

Approved refunds will be processed using the original payment method whenever possible.

Processing times depend on the customer's payment provider.

9. Exchanges

CollectLab currently does not offer direct exchanges.

Customers wishing to purchase another product should place a new order.

10. Return Address

Please do not return any products without first contacting CollectLab.

Return instructions and the appropriate return address will be provided after the return request has been approved.

Unauthorized returns may be refused.

11. Refused Deliveries

If a customer refuses delivery or fails to collect a shipment that is subsequently returned to CollectLab, any return shipping costs, storage fees or carrier charges incurred may be deducted from any refund where permitted by applicable law.

12. Fraud Prevention

CollectLab reserves the right to refuse returns or refunds in cases involving suspected abuse of the return policy, fraudulent activity or repeated misuse of customer rights, to the extent permitted by applicable law.

13. Contact

For all return and refund enquiries, please contact:

📧 support@collectlab24.com