Returns & Refunds Policy

At Castle Collectables, we want every customer to feel confident when shopping with us. We take care when picking, packing, and dispatching your order, but if you need to return an item or there is a problem with your purchase, we are here to help.

This policy applies to online purchases made from Castle Collectables and is written in line with UK consumer rights and distance selling rules.

Your right to cancel

When you buy from us online, you usually have the right to cancel your order within 14 days of receiving your goods.

You do not need to give a reason for cancelling, but you must let us know within 14 days of receiving your order.

Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.

To request a return or cancellation, please contact us:

Email: sales@castlecollectables.co.uk
Phone: 01782 901325

Please include your order number, full name, contact details, and the item or items you wish to return.

Returning unwanted items

If you change your mind, returned items must be sent back in a resaleable condition. Items should be unused, complete, and returned with all original packaging, accessories, display cases, certificates, inserts, outer boxes, and any other materials supplied.

Many of our products are collectable items, so packaging condition is important. Please take care when opening, handling, and repacking your order.

We may reduce the refund amount if an item has been handled more than necessary, used, damaged, or returned with missing or damaged packaging.

Unless the item is faulty, damaged, incorrect, or not as described, the customer is responsible for the cost of returning unwanted items.

We recommend using a tracked and insured postal or courier service, as you are responsible for the item until it reaches us.

Refunds

Once your return has been received, we will inspect the item and process your refund as quickly as possible.

Refunds will be made back to the original payment method used at checkout.

For cancelled online orders, refunds will be processed within 14 days of us receiving the returned goods, or within 14 days of you providing proof that the goods have been sent back, whichever is earlier.

Where applicable, we will refund the standard delivery charge paid on the original order. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible so we can help resolve the issue.

Please email sales@castlecollectables.co.uk and include:

• Your order number

• A description of the issue

• Clear photographs of the item

• Photographs of the packaging, especially if the parcel arrived damaged

• Your contact details

If the item is confirmed to be faulty, damaged, incorrect, or not as described, we will offer a suitable resolution. This may include a replacement, repair, return, or refund, depending on the circumstances and stock availability.

If the issue is our fault, or the item is faulty or not as described, we will not expect you to pay the return postage.

Damaged parcels

If your parcel arrives visibly damaged, please take photographs of the packaging before opening it where possible.

Please keep the item and all packaging until the issue has been resolved, as the courier may require this for investigation.

You should contact us as soon as possible after delivery if your order has arrived damaged.

Pre-orders

Pre-order items can usually be cancelled before dispatch.

If a pre-order has already been dispatched, the normal returns process applies.

Estimated release dates and arrival dates are provided as guidance only and may change due to manufacturer, supplier, or shipping delays.

Items that may not be accepted for return

We may be unable to accept a return where:

• The item has been used, altered, repaired, or damaged after delivery

• The item is missing original packaging, parts, accessories, certificates, display cases, or inserts

• The item or packaging has been damaged while in your care

• The return is requested outside the applicable return period

• The item was personalised, customised, or specially ordered for you, unless faulty or not as described

This does not affect your statutory rights.

How to return an item

Please contact us before sending any item back. This allows us to confirm the return details and avoid delays with your refund.

Email: sales@castlecollectables.co.uk
Phone: 01782 901325

When returning an item, please package it carefully to protect it in transit. We recommend using the original shipping packaging where possible.

Return address

Castle Collectables
45 Pear Tree Lane
Newcastle-under-Lyme
Staffordshire
ST5 7EY
United Kingdom

Contact us

If you have any questions about returns, refunds, cancellations, or a problem with your order, please contact us:

Email: sales@castlecollectables.co.uk
Phone: 01782 901325
Address: 45 Pear Tree Lane, Newcastle-under-Lyme, Staffordshire, ST5 7EY

We are always happy to help and will do our best to resolve any issue fairly and quickly.