SALES POLICY

Customer Service

We will reply back to you within 1-2 business day to your inquiry email. Please feel free to contact us anytime.

Returns

Our policy lasts 10 days after receiving the order(Based on Tracking Status). If 10 days have gone by since receiving the order, unfortunately we can’t offer you a refund, exchange or replacement. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Also restocking and shipping fee apply. All shipping fee and handling fee will not be refunded. There are certain situations where only partial refunds are granted: products with obvious signs of use. Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your paypal account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at help@collectong.com

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, exchanged, cancelled, replaced.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@collectong.com

Combine Orders

We do not offer combine orders for pre-orders. Also we do not offer combine shipping for separate orders on same pre-order. If you wish to purchase the products in bulk, please contact help@collectong.com before ordering.

Pre-order Order Limit

During pre-order, if you try to make multiple orders and purchase more than the order limit listed on our website. We will not combine shipping for your orders. Please be generous and give others chances to purchase the pre-order from us.

Damaged Products

If you receive the box with heavy outer damage, please do not accept. After accepting the heavy damaged outer box, we are not responsible for the contents. Once, it's returned to us, we will ship it back to you. Also, If you believe the product is damaged, we will try our best to replace for that material which is damaged by sending a replacement material with your next order or if you desire to receive the replacement before your next order, we will ship it out with the surfaced registered mail. We will send replacement only 1 time for each order and after requesting for a replacement, order is finalized and cannot be returned or make additional claim. If we do not have replacements for the material, we will request for you to return the order or provide you with a partial refund(Maximum 30% of original price of the product) in form of discount codes or store credit.

Returned, Refused Orders and Delivery

Upon arrival of your product to your address or the country's customs, if the product has been refused by you or rejected at the customs by your decision or the customs, we do not hold responsible for the cost of return shipment and the loss of products. If you have input the shipping address wrong or did not claim your order at the customs or post office, we will request for extra shipping and handling fee to be sent out to your location again.

Order Cancellation

Before shipment or packing the order(Usually 1 week prior to the release), please let us know at help@collectong.com. We will be happy to assist you with cancellation.

Purchases from other sellers

All products purchased not directly from the website (www.collectong.com) should be consulted with the sellers. We will be happy to handle the problem together with the seller.

Shipping
To return your product, you should mail your product to Sura and Company Limited address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Paypal Disputes

If you do not contact our support email and proceed to making a claim through Paypal, your account will be automatically banned.

GB & Large Orders

All GB & Large Orders are final and nonreturnable

If you fully understand our procedure stated above, and please continue to make an order with us.