Returns & Refunds Policy

Summary: You have 14 days from delivery to request a return. Every return must be started through our Returns Portal. Items must be unused, unopened, with all factory seals intact, and in their original packaging.

How to start a return

You have 14 days after receiving your item to request a return. All returns go through one place: our Returns Portal. This keeps every request tracked and gets your refund moving faster.

To be eligible, your item must be in the same condition you received it. That means unused, unopened, with all factory seals intact, and in its original packaging. You will also need your order number or proof of purchase.

Do not post anything back before your return is approved. We run multiple processing warehouses, so the correct return address is generated for you inside the Portal once your request is accepted. Returns sent without approval, or to any address other than the one the Portal gives you, cannot be accepted.

Once your return is approved, the Portal provides full instructions on how and where to send your package.

Return postage

You cover return postage in most cases. If the item is faulty or we sent you the wrong one, we cover it. The Portal will tell you which applies before you send anything.

Damages and issues

Check your order as soon as it arrives. If something is defective, damaged, or you have received the wrong item, start a return through the Portal straight away and flag the issue there. Add photos when prompted. We will assess it and put it right.

Non-returnable items

Some items cannot be returned:

• Opened blind boxes
• Sealed items once the seal is broken
• Graded or certified items where the case or seal has been opened or tampered with
• Clearance or final sale items where marked
• Gift cards

If you are unsure about a specific item, start a request in the Portal or email us and we will check before you send it.

Exchanges

The fastest way to swap an item is to return the original through the Portal, then place a separate order for the one you want. Once your return is approved and received, your refund is processed as normal.

UK 14-day right to cancel

If you are a UK consumer, you have the right to cancel your order within 14 days of receiving it, for any reason, under the Consumer Contracts Regulations 2013. Start your cancellation through the Returns Portal within that window.

You are allowed to open and inspect an item as you would in a shop. We may reduce your refund to reflect any loss in value from handling beyond that. We refund the item price plus standard outbound delivery. Return postage is your responsibility unless the item is faulty.

EU 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason. Start the request through the Returns Portal. The item must be in the same condition you received it, unused and in its original packaging, with your order number or proof of purchase.

International returns

We accept returns from outside the UK. The process is the same: start your request in the Returns Portal within 14 days of delivery, and the Portal provides the correct return address once approved. International return postage, along with any customs or import charges on the return, is your responsibility unless the item is faulty or incorrectly supplied.

Refunds

We will let you know once we have received and inspected your return, and confirm whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take extra time to post it to your account.

If more than 15 business days have passed since we approved your return and you still have not seen it, email us at info@infinitycollectables.com.

Questions

You can reach us with any return question at info@infinitycollectables.com.