Refund | Returns | Cancellation Policy
Overview
Here at Collectible Madness, we take pride in ensuring that your goods have been carefully picked are packed with care to ensure that your item is not only of the highest possible quality, but that it arrives safely at your nominated delivery address. We recognise the importance of buying mint condition collectables and do the best we possibly can to ensure they remain that way from door to door.
However, sometimes items do become damaged in transit thereby making the goods unfit for their intended purpose. If this is the case with your item please contact Collectible Madness immediately via email to customer_support@collectiblemadness.com.au.
Customers who have purchased from Collectible Madness should note that all returns/exchange enquiries must be received by Collectible Madness within 5 days of you receiving your goods at your nominated delivery address. A Collectible Madness Customer Support representative will be in contact with you within 1 - 2 business days after receiving your enquiry.
Upon receiving notification of damage, we may request photographic evidence of the parcel and/or the particular product that has the issue. We will review this photo and contact you at our earliest convenience to discuss your options in relation to the product issue.
Damaged and or Defective items
Collectible Madness will only issue refunds, exchange products if the damaged / defective item is returned to us in exactly the same condition it was received by the customer.
Collectible Madness will cover the shipping cost of the damaged / defective item from the customer's nominated delivery address to our office in Burton, South Australia. However, it must be noted that Collectible Madness reserves the right not to reimburse postage costs unless it expressly approves of the item being returned to us - therefore, it is very important that if you have got a damaged / defective item, you must contact us within 5 days of receiving that item.
Change of Mind
Collectible Madness does not offer refunds or Exchanges for change of mind.
Order Cancellation
For placed orders, you may request a 100% no-hassle refund if your goods have not been shipped. Please send us a new email to inform us that you wish to cancel your order. Your payment will be refunded through the same payment method used during checkout.
Please note that a 5% handling fee will apply, due to the associated fees charged by the companies to us in these circumstances.
Lost in Transit | Transit Cover
Collectible Madness offers you that "piece of mind" for every delivery | Transit Cover.
- Domestic Deliveries
- For every order that Australian Post Express Service has been selected and paid during check-out, complementary "Sign on Delivery" and "Transit Cover" for the value of the item (upto a maximum of $5,000) is offered
- If Standard delivery is selected during check-out, the option for Sign on Delivery and Transit Cover is available and payable to ensure your item is covered for the value of your order (upto a maximum of $5,000). For Transit Cover to be active, Sign on Delivery must be selected and paid for.
- International Deliveries
- For every delivery service that this selected during check-out, the option for Transit Cover is available and payable to ensure your item is covered for the value of your order (upto a maximum of $5,000).
If your order has included and paid (Sign on Delivery and Transit Cover) and has not been delivered by the estimated date as per the tracking details, contact Collectible Madness. We will put in an investigation with Australian Post. If the outcome of the investigation by Australian Post has been deemed "Lost", Collectible Madness will refund for the amount of the order within 5 days of the "Outcome".
Please understand that "No" refund will be initiated until the final outcome from Australia Post. All investigation details can be made available upon request.
IMPORTANT - For any order that is not covered, meaning:
- Domestic Express not selected and paid, OR
- Domestic Standard without Sign on Delivery and Transit Cover, OR
- All International Services without Transit Cover
Collectible Madness does not take any responsibility to cover your lost order and no refund will be offered.
Refunds
All refunds are at the discretion of Collectible Madness. Unless your item is deemed damaged / defective or is different from what was advertised you will not be entitled to a refund.
In the event of a refund, you will receive your money in the same manner and currency in which you paid ie. Credit Card or PayPal
•Credit Card
Refunds to credit cards will be made to the exact card that was used to purchase the item. The refund will be made in Australian Dollars (AUD. It can take up to 30 days for the refund to show up on the card statement.
In the event of your card expiring or being cancelled, the refund will need to be made through Bank Transfer or Paypal. Collectible Madness cannot refund money onto a different credit card.
• Paypal
How a refund is credited depends on how the original payment was made:
If you paid with your bank account (eCheck or Instant Transfer) or PayPal balance, the money will go back to your PayPal balance.
If you paid by credit card, the money will go back to your card. It can take up to 30 days for the refund to show up on the card statement.
Refunds are issued in Australian Dollars (AUD).
