Return & Refunds

1. Application for Returns/Refunds

1.1. Subject to the terms and conditions in this Refunds and Returns Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior.

1.2. Buyer may only apply for the refund of the Item in the following circumstances:

• The Item has not been received by Buyer
• The Item was defective and/or damaged on delivery
• Only undisclosed structural or functional defects evident at delivery may qualify. Examples: torn seams, broken zips/handles, missing parts, deep cracks, water damage, active mould/mildew, sticky degradation.
• Seller has delivered an Item that does not match the agreed specification (e.g., wrong size, color, etc.) to Buyer
• The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item
• The Item received is a counterfeit item
• The Item received has physical damage (e.g., dented, scratched, shattered)
• The Item received is faulty (e.g., malfunction, does not work as intended)
• Refunds on sealed products (e.g., TCG booster boxes/packs, graded slabs, sealed electronics/accessories, tamper-sealed collectibles) are only considered if the item differs materially from what was shown in the stream/listing (e.g., wrong item, counterfeit, undisclosed defect).

1.3. Buyer may not apply for the refund of the Item in the following circumstances:

1. PayPal / Bank Chargebacks
   • Single Channel of Resolution: Buyers may pursue a dispute either through Collektr or through their payment provider (PayPal, credit card, bank), not both. Once a chargeback is filed externally, Collektr’s Buyer Protection for that order is automatically void.
   • Deference to Payment Provider: If a chargeback is initiated, Collektr will provide documentation to the payment provider and comply with their final ruling.
   • No Duplicate Refunds: Collektr does not issue additional refunds once a chargeback is open. The outcome of the payment provider is final and binding on both buyer and seller.
   • Advised Process: Buyers are encouraged to file disputes directly through Collektr rather than PayPal/Bank. This ensures faster resolution and fairer rulings since Collektr specializes in collectibles and can assess authenticity, condition, and market-specific issues better than a general payment provider.
2. Opened / Sealed Items
   • Once the seal is opened, cracked, or tampered with by the buyer, refund eligibility is void, except in cases of counterfeit or misrepresentation.
3. Undamaged
   • Not Damage: Normal, disclosed, or expected age/use signs do not qualify as damage. Examples: patina, surface scuffs, foxing, yellowing/oxidation, vintage odour, material relaxation.
4. Buyer’s Remorse
   • No Coverage: Change-of-mind returns or “buyer’s remorse” (e.g., not liking the item, found cheaper elsewhere) are not eligible.
   • Exception: Only if explicitly stated under Collektr’s general return policy for specific campaigns or categories.
5. Import Duties, Taxes & Fees
   • Responsibility: All import duties, taxes, customs charges, and handling fees are the buyer’s responsibility.
   • Non-Refundable: These costs, along with currency exchange differences or buyer-paid additional postage, are non-refundable by Collektr.

1.4. The buyer must raise the concern through our Help Centre or any related channel that links to Collektr within 48 hours upon receiving the item.

1.5. Collektr will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

1.6. Refunds are generally only granted if the item received is significantly different from what was described, or in cases where the seller fails to meet their obligations. All refund requests must meet Collektr’s established criteria. All refund requests will be evaluated fairly and reasonably, in accordance with Collektr’s policies and the applicable Malaysian Consumer Protection Act 1999.

1.7. If a refund request does not meet Collektr’s criteria, but the buyer still insists on a refund, the buyer will be responsible for covering the processing fee, which will be 5% of the total amount of the order. The approval of any refund and return request shall be determined by Collektr at its sole discretion.

1.8. If a refund request is initiated by the Seller due to reasons such as product unavailability, sold elsewhere, or other stock-related issues, the refund will still be processed to the Buyer; however, the Seller will be charged a 5% processing fee based on the total order amount.

It is the Seller’s responsibility to maintain accurate inventory and product availability on the platform. Repeated offenses may result in further action by Collektr, including product delisting or seller account suspension, to prevent “joyselling” (listing products not genuinely available for sale).

1.9. The approval of your request for refund and return will be made by Collektr in its sole discretion. Buyer acknowledges and agrees that Collektr’s decision is final, conclusive, and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Collektr in relation to such a decision.

2. Right of Sellers

2.1. When Collektr receives an application from Buyer for the return of the Item and/or refund, Collektr will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Collektr in the written notification. Sellers must respond within the timeframe stipulated in the written notification. Should Collektr not hear from Seller within the stipulated period, Collektr will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Collektr will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

3. Condition of Returning Item

3.1. To enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.

4. Liability of Return Shipping Fee

• In the scenario of an unforeseen error from the Seller’s end (e.g., damaged, faulty, or wrong Item delivered to the Buyer), the Seller will bear the Buyer’s return shipping fee.
• In the scenario where both Seller and Buyer dispute the party liable for the return shipping fee, Collektr at its sole discretion will determine the party liable for the return shipping fee.

5. Refund Takes

5.1. Buyer will only be refunded after Collektr has received the confirmation from Seller that Seller has received the returned Item and meets the eligibility criteria. Please note that most refunds are processed within 7 working days, but it can take up to 14 working days.

5.2. In the event where Collektr does not hear from the Seller within a specified time, Collektr will be at liberty to refund the applicable sum to the Buyer only if it meets eligibility criteria and is refunded from the Seller’s payout. We do not entertain any disputes outside of the designated timeframe. This refund may be made to the Buyer’s credit/debit card or designated bank account.