Refund policy

Return & Refund Policy (New Zealand)

Last Updated: [Insert Date]

This Return & Refund Policy outlines how KollectaKa handles returns, refunds, and exchanges in accordance with the New Zealand Consumer Guarantees Act (CGA) and Fair Trading Act (FTA). By purchasing from us, you agree to the terms below.

1. Eligibility for Returns

We accept returns under the following conditions:

Faulty, Damaged, or Incorrect Items

You are entitled to a repair, replacement, or refund if:

  • The item arrives damaged,

  • The item is faulty or not functioning as intended,

  • You receive the wrong product.

Proof of the issue may be required (photos or video), and the item must be returned in the condition received.

Change of Mind

We do not accept change-of-mind returns for:

  • Trading cards (sealed or single cards),

  • Opened products,

  • Collectibles with any broken seals.

Sealed items may be considered for return at our discretion, but must be in brand-new, unopened condition. Return shipping will be at the buyer’s expense.

2. Sealed Product Policy

Once a sealed product has been opened, it cannot be returned or refunded. This includes:

  • Booster packs

  • Booster boxes

  • Elite Trainer Boxes

  • Figurine sets

  • Any product where the factory seal is broken

We do not offer refunds based on undesirable pull results from opened TCG products.

3. Condition Requirements

All returned items must be:

  • In the same condition as received,

  • With all original packaging, accessories, and seals (where applicable),

  • Shipped back securely to avoid damage during transit.

4. Return Process

To start a return:

  1. Contact us at Kollectaka@gmail.com within 7 days of receiving your order.

  2. Provide your order number and photos of any issues.

  3. We will review and confirm whether your item qualifies for a return or refund.

  4. Once approved, we will provide return instructions.

  5. After the item is received and inspected, we will issue a refund, replacement, or store credit.

5. Refunds

Refunds are issued only to the original payment method.
Processing time:

  • 3–5 business days for us to process after receiving the item

  • Bank or card provider may take additional time

Shipping costs are non-refundable unless the item arrived damaged or incorrect.

6. Lost or Missing Parcels

If a parcel is lost by the courier:

  • We will lodge an investigation with the courier service.

  • Once confirmed lost, we will issue a replacement or refund.

  • If the tracking shows the parcel was delivered, we cannot issue a refund unless courier error is proven.

7. Non-Returnable Items

  • Opened TCG products

  • Used or damaged items not caused by us

  • Mystery boxes or blind-box products

  • Pre-order cancellations after stock has been allocated or shipped

8. Pre-Orders

  •  Payment
    Full payment is required at the time the pre-order is placed. Your payment confirms your pre-order and allows us to place the required order with our supplier.
  •  Pre-Order Cancellation & Refunds
    All pre-orders are non-refundable for change of mind once the pre-order has been placed.
  • This includes changing your mind, no longer wanting the product, finding the product cheaper elsewhere, or any other reason unrelated to a failure by us to meet our legal obligations.
  •  Supplier & Stock Availability
    Pre-orders are placed with our suppliers based on the quantity ordered by customers. While we make every effort to fulfil all pre-orders, availability may be affected by supplier stock levels, production changes, allocation limits, shipping delays, or other circumstances outside our control.
  • If we are unable to fulfil your pre-order, we will contact you regarding the available options, which may include a refund.
  •  Estimated Release & Arrival Dates
    Any release, dispatch, or arrival dates provided are estimates only. Delays may occur due to supplier availability, production, customs, freight, or other circumstances outside our control.
  •  Product Pricing
    Pre-order prices are based on the market and supplier pricing available at the time the pre-order is listed. Prices may change for future batches due to market fluctuations. Your confirmed pre-order price will not be changed after your order has been placed, unless otherwise clearly stated before purchase.
  •  Product Condition
    All products will be supplied as described in the product listing. Where applicable, products may be factory-sealed or packaged according to the manufacturer's original specifications.
  •  Consumer Guarantees Act
    Nothing in these terms limits or excludes any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand law.
  • If a product does not meet the guarantees required by law, you may be entitled to a remedy, which may include a repair, replacement, or refund depending on the circumstances.
  •  Changes to Pre-Orders
    If there are significant changes to the product, availability, or fulfilment of your pre-order, we will contact you and provide information about the available options.
  •  By Placing a Pre-Order
    By placing a pre-order, you confirm that you have read and understood these Pre-Order Terms & Conditions and agree to them.

9. Contact

For all return or refund enquiries:

Email: Kollectaka@gmail.com