Returns and refunds

Returns and refunds

If you buy as a consumer you can withdraw from the purchase within 14 days of delivery, without giving any reason, as provided by the Italian Consumer Code (Legislative Decree 206/2005).

How to open a request

Write to support@collectown.com with your order number, the email used for the purchase and the items you want to return. We reply within 24–48 business hours with the return address and instructions. From the moment you notify us of your withdrawal, you have 14 days to send the goods back.

Product condition

The product must come back intact, complete and in its original packaging. We recommend packing the return as carefully as you received it and using a tracked service: until it reaches our warehouse, the risk of loss or damage remains with you.

Sealed products

You may examine a product to check its nature and characteristics, as you would in a physical shop. If, however, you handle it beyond what is necessary and reduce its value — for example by opening the seal of a box or a pack — you are liable for the diminished value, which we may deduct from the refund.

For sealed products this reduction is substantial: an opened box loses most of its market value and the refund will be reduced accordingly. Please do not remove the seal if you are considering a return.

Single cards and graded cards

Single cards must be returned in their original protection. Graded cards (PSA, BGS, CGC) must come back in their original slab, unopened and undamaged: a tampered or cracked slab voids the certification, and the diminished value equals the full price paid.

Return costs

Return shipping costs are paid by you, except for wrong, defective or transit-damaged products, in which case we cover them in full.

Refund

We refund you within 14 days of receiving the goods, or of proof of return shipment if earlier, to the same payment method used for the purchase. We refund the price of the products and the cost of the original standard shipping; if you chose a faster shipping option, the difference is not refundable. For partial returns, the original shipping is not refunded.

Wrong, defective or damaged product

Write to us within 48 hours of delivery with photos of the parcel, the inner packaging and the item. We will replace it or refund you in full, costs included. If the parcel arrives visibly damaged, remember to accept the delivery with reservation by signing the courier's delivery note.

Pre-orders

You can cancel a pre-order with a full refund at any time before dispatch. After dispatch, the normal withdrawal conditions apply.

Legal guarantee

All products are covered by the 24-month legal guarantee of conformity. It is independent of the right of withdrawal and covers defects present at the time of delivery.

Disputes

Please always write to us first at support@collectown.com: we look for a direct solution. If we cannot reach an agreement, you can turn to an alternative dispute resolution (ADR) body or to the court of the place where you live.