Returns & Refund Policy

1. Buyer Protection

All transactions with new or unrated sellers on Collector Exchange use PayPal Goods & Services, which provides built-in buyer protection. If an item is not received, is significantly not as described, or is counterfeit, buyers can open a dispute through PayPal within 180 days of payment.

For transactions between established sellers and buyers who have agreed to alternative payment methods, buyer protection may vary. We strongly recommend using PayPal Goods & Services for all purchases.

2. Returns

As a peer-to-peer marketplace, return policies are set by individual sellers. Buyers should review the listing description and contact the seller directly via the order chat before purchasing if they have questions about returns.

In general:

• Item not as described: If the item received is significantly different from the listing description, photos, or stated condition, the buyer may request a return and full refund. Contact the seller via order chat first. If unresolved, raise a dispute through PayPal or contact Collector Exchange support.
• Item not received: If the item does not arrive within a reasonable timeframe and tracking shows no delivery, the buyer is entitled to a full refund via PayPal buyer protection.
• Change of mind: Change-of-mind returns are at the seller's discretion. Collector Exchange does not require sellers to accept change-of-mind returns.
• Counterfeit items: The sale of counterfeit items is strictly prohibited on Collector Exchange. Buyers who receive counterfeit items are entitled to a full refund and should report the seller immediately.

3. Refund Process

Refunds are processed through the original payment method (PayPal). The process depends on the situation:

• Seller-agreed return: Buyer returns the item at their own cost. Seller issues a refund via PayPal once the item is received back in the same condition.
• Item not as described: Seller is responsible for return shipping costs. Full refund including original shipping cost.
• Item not received: Full refund including shipping cost via PayPal dispute.
• Partial refund: Buyers and sellers may agree to a partial refund without a return if both parties are satisfied.

Refunds are typically processed within 3-5 business days of the seller initiating the refund through PayPal.

4. Dispute Resolution

If a buyer and seller cannot resolve a return or refund issue directly, either party may:

• Raise a dispute on Collector Exchange: Use the "Raise Dispute" button on the order page. A Collector Exchange administrator will review the case and mediate within 14 days.
• Open a PayPal dispute: File a dispute through PayPal's Resolution Centre for transactions made via PayPal Goods & Services.

Collector Exchange administrators will review disputes impartially and may take action including issuing warnings, suspending accounts, or adjusting seller reputation scores based on the outcome.

5. Seller Obligations

Sellers on Collector Exchange are expected to:

• Accurately describe the condition, edition, and authenticity of all items listed
• Ship items within a reasonable timeframe (typically 3 business days) with tracking
• Respond to buyer inquiries and return requests via the order chat
• Process agreed refunds promptly through PayPal
• Package items appropriately to prevent damage during shipping

Sellers who consistently fail to meet these obligations may have their selling privileges suspended.

6. Damaged in Transit

If an item arrives damaged due to shipping, the buyer should:

• Photograph the packaging and damage immediately
• Contact the seller via the order chat with photos
• The seller is responsible for filing a claim with the shipping carrier (e.g. Australia Post) if the item was insured
• If the item was shipped without adequate packaging or insurance, the seller is responsible for the refund

7. Contact

For questions about returns, refunds, or disputes, contact us via the Support page or reach out to an administrator through the Collector Edge community.