Returns & Refunds

Private collectors selling their own items are not required by MyCollection to accept a return simply because a buyer has changed their mind, ordered the wrong item or no longer wants the item.

A private seller may voluntarily choose to accept change-of-mind returns.

Where voluntary returns are offered, the seller's return terms should be clearly displayed on the listing before purchase.

Buying from a private seller does not remove the requirement for the seller to accurately describe the item being sold.

Professional or business sellers must comply with the consumer laws that apply to their transactions.

Where a buyer has a legal right to cancel an online purchase or return an item, the professional seller must honour those rights.

MyCollection's marketplace policies must not be used by professional sellers to restrict or remove statutory consumer rights.

MyCollection clearly identifies professional sellers on listings and seller profiles so buyers can understand whether they are purchasing from a private collector or a business.

A change-of-mind return means that the item received is as described and there is no problem with the transaction, but the buyer has decided they no longer want it.

For private sellers, change-of-mind returns are only available where the seller has voluntarily offered them.

For professional sellers, applicable consumer law takes priority over any return preference selected on MyCollection.

Sellers can add return preferences to their listings.

For private sellers, the available options are:

• ·No voluntary returns
• ·Returns accepted within 7 days
• ·Returns accepted within 14 days
• ·Returns accepted within 30 days

These settings concern voluntary change-of-mind returns only. They must not be presented as overriding any legal rights that apply to a transaction.

Buyers can report an order where the item received is materially different from what was advertised.

Examples may include:

• ·Significant damage that was not disclosed
• ·Wrong item received
• ·Important missing components
• ·Incorrect edition or version
• ·Materially incorrect condition
• ·Item represented as genuine that appears to be counterfeit
• ·Major undisclosed restoration or alteration where this materially affects the collectible
• ·Other significant differences between the listing and the item received

Minor differences that would reasonably be expected from the listing photographs and description should not automatically qualify an item as significantly not as described.

MyCollection does not permit counterfeit items to be deliberately sold as genuine collectibles.

If a buyer reasonably believes an item sold as genuine may be counterfeit, they can report the transaction through the existing dispute process.

MyCollection may request supporting photographs, documentation, authentication information or other relevant evidence from either party.

MyCollection does not automatically determine authenticity based solely on a buyer or seller claim.

Buyers should photograph the item, packaging and any visible damage as soon as reasonably possible if an order arrives damaged.

Buyers should retain the original packaging while the issue is being reviewed.

The seller may be asked for evidence showing how the item was packaged and dispatched.

Responsibility for damage and any resulting refund is determined according to the circumstances of the transaction, applicable marketplace rules and any legal rights that apply.

If an order does not arrive within the expected delivery period, the buyer should first review any available tracking information.

If the item remains undelivered, the buyer can report the order through MyCollection.

Sellers may be required to provide proof of dispatch, tracking information or other relevant evidence.

Buyers can use the Report a problem action from eligible orders and select an appropriate reason:

• Item not received
• Item significantly not as described
• Suspected counterfeit
• Item damaged
• Wrong item received
• Missing parts or components
• Other

The buyer can provide a written explanation and upload supporting photographs where appropriate. The seller is notified and given an opportunity to respond.

Where a return has been agreed or determined to be appropriate, the buyer should return the same item they received and keep it in substantially the same condition, except where handling was reasonably necessary to inspect the item.

The buyer should package the collectible appropriately for the return journey.

For valuable items, tracked delivery and appropriate postal insurance are strongly recommended.

Return tracking information can be recorded against the order.

Buyers must not substitute, alter or intentionally damage an item before returning it.

For voluntary change-of-mind returns from private sellers, the buyer will normally be responsible for return postage unless the seller has stated otherwise.

Where a return results from a significant problem with the item or listing, responsibility for reasonable return costs is determined according to the circumstances and applicable rights.

Professional sellers remain responsible for any return postage obligations imposed by applicable consumer law.

Where a refund is approved, it is processed through MyCollection using the original transaction.

Users should not arrange private refunds outside MyCollection.

The refund status is clearly shown within the relevant order. Refund amounts reflect the circumstances of the case, including whether the entire transaction or only part of it is being refunded.

MyCollection supports partial refunds where both parties agree that this is an appropriate resolution.

For example, a buyer may choose to keep an item with a minor undisclosed defect in exchange for an agreed partial refund.

A buyer must never be pressured into accepting a partial refund instead of pursuing an eligible dispute.

When reviewing a problem, relevant evidence may include:

• ·Original listing photographs
• ·Listing description
• ·Messages between buyer and seller
• ·Photographs supplied by the buyer
• ·Packaging photographs
• ·Tracking information
• ·Proof of postage
• ·Authentication or grading information
• ·Other relevant transaction information

Transaction-related evidence is kept associated with the appropriate order where practical.

MyCollection may take action where there is evidence that a buyer or seller is deliberately abusing the returns, refunds or dispute process.

This can include returning a different item, deliberately damaging an item, making knowingly false claims, falsifying evidence or repeatedly using disputes dishonestly.

Serious or repeated abuse may result in marketplace restrictions or account suspension.

Nothing in this policy is intended to exclude, restrict or replace rights that a buyer or seller may have under applicable law. Where applicable law provides greater rights than this policy, those legal rights take priority.

MyCollection's account structure distinguishes between two seller types:

• ·Private Collector
• ·Professional Seller

This seller type is clearly visible on seller profiles and marketplace listings where appropriate, so buyers can understand whether they are purchasing from a private collector or a business before they buy.

MyCollection does not assume that every seller is a private individual, and does not assume that every seller is a business. The distinction matters because the return and refund rights that apply to a transaction can depend on it.