Returns Policy

Order Cancellation, Returns & Refunds

Please choose carefully as we do not give refunds or product exchange for the following reasons:

  • You have changed your mind or made the wrong choice.

  • After delivery, the product is damaged, modified or used in an unrecommended way.

  • You already knew of a particular fault in a product or we specifically advised you of a particular fault in a product.

  • The product was disposed of, lost or stolen after delivery.

  • You were responsible for damaging the goods by not following the care or manufacturers instructions.

  • No proof of purchase provided.

If applicable, please carefully review the details of the manufacturer’s warranty and ensure that you comply with the terms and conditions of the manufacturer’s warranty. Fortuna Collectibles accepts no responsibility for non-compliance with the manufacturer’s warranty.

Return Request

Please contact us immediately via the Customer Service Return Request form if you wish to return a product.

If you are a registered customer, you can save time by going to your account Order History, select the order and select the return icon next to the product you wish to return. Upon selection the Return Request Form will load with the required order and product details entered for you. All you then need to do is complete the form and submit.

Return requests must be received within fourteen (14) business days from the date of shipment for products shipped to Australian destinations and forty five (45) business days from the date of shipment for products shipped to International destinations. Products returned without return request approval may be rejected and require you to pay all costs associated with returning the product to you.

If a product is found to have been supplied to you in full compliance with the Australian Consumer Law, we may require you to pay all costs associated with returning the product to you.

Return Request Approval

Return request approval is required for replacement products and refunds. If Customer Service has provisionally determined your return request meets our returns policy we will send you a return request approved email providing you with a Returns Authorisation (RA) number. Products cannot be returned without a RA number. The product should be returned to Fortuna Collectibles within fourteen (14) days of the issuance of the return request approval for Australian customers and forty five (45) Days for international customers.

Please ensure that the returned product is safely packed in its original packaging. If the original packaging cannot be reused then you must provide packaging that will provide safe return of the product. We do not take responsibility for any goods damaged or lost in transit when the customer returns the product back to us for warranty or return.

All returns must be returned complete as shipped and accompanied by a copy of our invoice. We do not accept damaged, opened or postage due packages. The customer is responsible for all costs associated with returning the product to us.

Registered Customers can check the status of their return request by going to their Account Order History.

Returned and Unclaimed Shipments

All shipments returned to us that are refused by the postal or courier service (marked return to sender, insufficient address, unclaimed etc) will be evaluated as to the cause of return. If the reason for return requires customer action, we will contact you by your registered details. If your response enables us to reship your order it shall be at your cost should you agree to reship.

The returned order will be cancelled and a full refund given, less shipping and handling charges and a 20% restock fee for the following reasons:

  • We do not receive a response from you within fourteen (14) Days.

  • After consultation with you, your order will be returned to stock.

We will offer to reship your order free of charge if the reason for return was due to an error by us or that of the shipping services we use.

Refunds

If your return request is approved for refund you may choose the refund as:

  • Product exchange (subject to stock availability and our acceptance).

  • Store credit.

  • Payment refund back to the method in which you paid.

Store Credit

Store Credit is issued to your account when purchased items have been returned in accordance with our returns policy and refund given as store credit. Registered members can view their store credit balance via their account Store Credit.

Store Credit cannot be purchased, redeemed for cash and is not transferable or refundable. Store credit can only be used for online purchases on our Fortuna Collectibles website.

10th January 2015

Manufacturers & Publishers

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