Refund policy
Returns Policy
We do not offer returns or exchanges as a matter of policy, except where required by applicable consumer law or in exceptional circumstances at our discretion.
Please choose your items carefully before placing an order. All sales are considered final unless an exception applies as outlined below.
Returns for Faulty, Damaged or Incorrect Items
Please inspect your order as soon as you receive it. If your item arrives damaged, defective, faulty, or you have received an incorrect item, please contact us at info@accollectables.co.uk as soon as possible.
Please provide your order number and, where appropriate, photographs of the item and packaging so that we can assess the issue.
Where an item is confirmed to be faulty, damaged, or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory consumer rights.
Exceptional Returns
In exceptional circumstances, we may, entirely at our discretion, agree to accept a return where there is no legal requirement for us to do so.
Any such return must be agreed with us in writing before the item is sent back. We reserve the right to refuse any discretionary return request.
If we agree to accept an exceptional return:
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The item must be unused, unworn and in its original condition.
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All original tags, packaging and accessories must be included.
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Proof of purchase will be required.
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The customer is responsible for the cost and risk of returning the item unless otherwise agreed in writing.
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Items returned without prior written authorisation will not be accepted.
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A discretionary return does not create any ongoing right to return future purchases.
Returns should be sent only to the return address provided by us. Please do not send items to our business address unless specifically instructed to do so.
Non-Returnable Items
Unless required by law, we do not accept returns for:
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Sale or clearance items
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Custom-made, personalised or special-order items
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Items that have been worn, used, altered or damaged after delivery
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Items that are missing original packaging, tags or accessories
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Gift cards
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Any other items which cannot legally or reasonably be resold
Exchanges
We do not offer exchanges as a standard policy.
Where an item is faulty, damaged or incorrectly supplied, we will work with you to provide an appropriate remedy in accordance with applicable consumer law.
Statutory Consumer Rights
Nothing in this policy affects your statutory rights.
Where applicable, customers purchasing online have statutory cancellation rights. For UK distance sales, consumers generally have the right to cancel within 14 days of receiving their goods, subject to applicable legal exceptions.
Customers in the European Union may also have a statutory 14-day right of withdrawal for distance purchases, subject to applicable exceptions.
These statutory rights are separate from any discretionary returns policy offered by us.
To exercise a statutory right or to raise an issue with your order, please contact:
Refunds
Where a refund is legally required or has been approved by us, we will process it in accordance with applicable law and the terms agreed with you.
Refunds will normally be made to the original payment method. Processing times may vary depending on your payment provider or bank.
If you believe you are entitled to a refund and have not received it within the applicable timeframe, please contact us at info@accollectables.co.uk.
Contact Us
If you have an issue with your order or believe exceptional circumstances apply, please contact us at:
Please do not return any item without contacting us first and receiving instructions from our team.