Damaged or Missing Orders

If your order arrives damaged or does not arrive, please contact us through our website or by email at collectbindersuk@gmail.com

For missing orders, please contact us within 7 business days of the delivery date or expected delivery date. This helps us investigate the issue with the courier quickly.

Replacements and Refunds

If your item is confirmed as damaged or lost during delivery, we will usually offer a replacement.

If a replacement is unavailable, we will provide a refund instead.

Photos and Returns

We review every claim individually. To help us assess your claim, we may ask for:

  • Clear photos of the damage
  • The item to be returned for inspection

Photos must not be digitally altered or edited using AI.

If we ask you to return a damaged or faulty item, we will provide a prepaid return label.

What Is Not Covered

This policy does not cover damage caused by:

  • Misuse
  • Improper handling
  • Unauthorised repairs or changes

This does not affect your statutory rights.

Damaged Packaging

We do not offer a replacement or refund if only the outer packaging is damaged and the product itself is unaffected.

Returns

Change-of-Mind Returns

If you change your mind, you can return your item within 30 days of delivery.

The item must be:

  • Unused
  • In its original condition
  • In its original packaging

You will also need proof of purchase, such as your order confirmation email.

You are responsible for the return shipping cost. We recommend using a tracked or insured service, as we are not responsible for returns that are lost or damaged in transit.

Faulty or Incorrectly Described Items

Under the Consumer Rights Act 2015, products must be as described, of satisfactory quality, and fit for purpose.

If your item is faulty, damaged, or not as described:

  • Within 30 days of delivery, you may return it for a full refund.
  • After 30 days, you may be entitled to a repair or replacement. If this is not possible or does not fix the problem, you may be entitled to a refund or price reduction.

If a faulty or incorrectly described item needs to be returned, we will cover the reasonable return shipping cost.

12-Month Guarantee

Some products are also covered by our separate 12-month Guarantee Policy.

If a fault develops after the first 30 days, you may be entitled to a repair, replacement, or refund under this guarantee. Please see our Guarantee Policy for more information.

Refunds

Approved refunds will be sent to your original payment method.

We will process your refund as soon as possible and no later than 14 days after:

  • We receive the returned item; or
  • We confirm that a refund is due when no return is required.