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Refund policy

Diary Shop is committed to providing excellence in customer service and customer satisfaction. Our 100% satisfaction guarantee provides you with a full refund if you are not satisfied with your purchase for whatever reason as long as your purchase is returned to us within 30 days. Please see below our returns policy and instructions on how to return your product. 

Change of mind returns

If you wish to return an item because you have changed your mind about your purchase, Collins will offer you a refund provided that:

  •  You return the item/s within 30 days of purchase;
  •  The item is in brand new condition, meaning that:
  • It is in its original packaging, including manuals and all accessories; and
  • It is unused and in its original condition; and
  • You provide us with a copy of your order details on the return form and enclose it with your return

Sale items can only be returned if the item is faulty. We will not accept returns on worn, damaged or otherwise non-saleable products unless they arrived to you damaged or faulty. Postage will not be refunded for change of mind returns.

 

Faulty / Incorrect products returns

If your order has arrived damaged, the product is faulty or it wasn't what you ordered, you can choose to have the items replaced or refunded. We will accept product returns and provide you with an exchange or replacement where:

  •  The product is faulty or is not of acceptable quality; or
  •  The product is not fit for its intended purpose; or
  •  The product does not match the sample or our description; and
  • You provide us with a copy of your order details within a deemed reasonable amount of time .

Please Contact Us with your order number, details of the issue, and a photograph so that we can approve your return .

  HOW TO RETURN AN ORDER

 Change of mind return:

  1.  Fill out the Return Form, and include the completed return form in your package.
  2. Securely package up the items and include your return form.
  3. Take your item to the post office – we recommend choosing the 'registered post' option at the post office. That way, if your package goes missing, you can track it down with registered post. (As you are the sender in this case, we won’t have the authority to track down the parcel).
  4. Once your return reaches our warehouse, we will refund your order once we have assessed that it is returned in “new” condition.

Faulty / incorrect product returns:

  1. If the return is because the goods were damaged, faulty, or incorrectly supplied, please email us prior to returning any products, and will provide you with further instructions.
  2. Please Contact Us with your order number, details of the issue, and a photograph so that we can approve your return.