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

Pre-orders may be cancelled before stock is allocated.
Once an order has been packed or shipped, cancellation is no longer possible.

If the supplier short-ships or delays stock, we will notify you and offer:

  • A new ETA,

  • A replacement, or

  • A refund if preferred.

9. Contact

For all return or refund enquiries:

Email: Kollectaka@gmail.com