Collins Debden 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 after your purchase, Collins will offer you a refund on 'approved returns' i.e. the returned item(s) meet the following criteria:
- 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 will qualify for return only if the item is faulty/damaged.
- We will not accept returns on worn, damaged or otherwise non-saleable products unless they arrived to you damaged or faulty.
- For change of mind returns - we do not offer exchange / replacement, For change of mind return, we only offer refund for 'approved returns' (based on the above criteria for item condition to deem it an approved return).
- Postage will not be refunded for change of mind returns. We'll refund the product price only for change of mind returns.
- Please order carefully online as returning 'incorrectly ordered items' would be considered a 'change of mind' return
Faulty / Damaged / Incorrect supplied product returns
If your order has arrived damaged, the product is faulty or it wasn't what you ordered and was incorrectly supplied, 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
For Change of mind return:
- Fill out the Return Form, and include the completed return form in your package.
- Securely package up the items and include your return form.
- 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).
- Once your return reaches our warehouse, we will refund your order once we have assessed that it is returned in “new” condition.
For Faulty / Damaged / Incorrect supplied product returns:
- 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.
- Please Contact Us with your order number, details of the issue, and a photograph so that we can approve your return.
CHANGING OR CANCELLING ORDERS
In the first instance, if you have an issue with your order then please Contact our Customer Care as soon as possible.
- Changes to orders, including cancellation because of an error or for a change of mind, are possible only for a limited time before your order begins processing in our Distribution Centre for In Stock items.
- The cut off to make changes to an order or a cancellation is 24 hours i.e. one business day after the time the order was placed online. Adding or substituting items on an order may not be possible after these times and a new order may be required to be placed. Note we are unable to combine multiple orders.
- A refund is only possible if changes or cancellations are requested prior to the above advised cut off times (24 hours i.e. one business day after the time the order was placed online).
- Outside of these terms, it is at our absolute discretion to accept or reject requests for cancellation and/or substitution.
- Any addition or substitution may cause a change in the shipping time frame for that order so please be aware of the advised shipping time for added or substituted items.