Refund Policy

1. Claim Window

Submit a return, exchange, or cancellation claim for a received item as soon as possible and no later than two business days after receipt. If a defect could not reasonably be discovered during that period, contact us promptly after discovering it. Mandatory legal rights remain applicable.

2. Eligible Reasons

A claim may qualify when:

• The item received is different from the item confirmed in the order.
• The quantity is incomplete or an item is missing.
• The item is materially not as described, including an undisclosed concealed defect.
• The item arrives damaged or becomes damaged in transit.
• The item is expired, where an expiry date applies.
• The actual delivery is materially inconsistent with an expressly agreed delivery period.

3. How to Submit a Claim

1. 1Contact support@kolektibles.com within two business days after receiving the item.
2. 2Provide the invoice number, the shipping request reference where the item was delivered, the item name, the reason for the claim, and the remedy requested.
3. 3Attach clear photos of the shipping label, outer packaging, internal packaging, and item. A continuous unboxing video is helpful where available.
4. 4Keep the item, accessories, certificates, seals, bonuses, and packaging in their received condition.
5. 5Wait for return instructions before sending anything. Unauthorised returns may be delayed or rejected where permitted by law.

Evidence helps us and the courier verify a claim, but a missing unboxing video alone will not remove rights that cannot legally be excluded.

4. Review and Available Remedies

5. Return Shipping Costs

For a verified wrong, defective, damaged, or otherwise non-conforming item attributable to Kolektibles or its fulfilment, we will provide or reimburse reasonable return shipping. Costs caused by an incorrect address, customer carelessness, or another customer-side error may be charged to the customer where permitted by law.

6. Items Normally Not Eligible

Unless mandatory law requires otherwise, a claim is normally not accepted for:

• A change of mind, duplicate purchase, or buyer's remorse after payment.
• A condition issue, print variation, manufacturing characteristic, or defect that was clearly disclosed before purchase.
• Damage caused by storage, opening, modification, cleaning, grading submission, misuse, or other handling after receipt.
• A sealed collectible, blind product, booster, mystery product, or similar item opened by the customer merely because the contents or market value were not as hoped.
• Normal differences between screen colour and the physical item that do not materially change the agreed product.

7. Order Cancellation

8. Refund Payment

Once a refund is approved and any required return is verified, we will initiate the refund through the original payment channel or another agreed method. The time for funds to appear depends on the bank, card network, e-wallet, payment provider, and any required verification. We will provide confirmation when the refund has been initiated.