Returns & Refunds

Return Policy

At KollectNoir, we want you to be completely satisfied with your purchase. If you're not happy with your order, we'll work with you to make it right. Please review our return policy below.

Return Eligibility

Items Eligible for Return

• Items must be returned within 14 days of delivery
• Items must be in original, unused condition
• Items must be in original packaging with all accessories and documentation
• Items must not show signs of wear, damage, or customization

Items NOT Eligible for Return

• One-off pieces built to your own description (see Custom Work below)
• Items damaged by customer misuse or accident
• Items returned after the 14-day return window
• Items without original packaging or documentation
• Used or damaged items (unless damaged in transit)
• Digital products or downloadable content

How to Return an Item

Step 1: Contact Us

Before returning an item, email us at [email protected]. Include your order number and reason for return. We will provide you with a Return Merchandise Authorization (RMA) number.

Step 2: Package the Item

Securely package the item in its original packaging, including all accessories, documentation, and protective materials. Include the RMA number inside the package.

Step 3: Ship the Return

Ship the item to the return address provided in your RMA confirmation email. We recommend using a trackable shipping service and retaining your shipping receipt until the return is processed.

Return Address: (Will be provided with RMA confirmation)

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to:

• Defective or damaged item (received in damaged condition)
• Wrong item shipped
• Item not as described

In these cases, we will provide a prepaid return shipping label.

Refund Process

Refund Timeline

• Upon receipt of your return, we will inspect the item within 3-5 business days
• Once approved, your refund will be processed within 5-10 business days
• Refunds will be issued to the original payment method
• Please allow additional time for your bank or credit card company to process the refund

Refund Amount

Refunds are the price you paid, less a 3% restocking fee. That fee is what our card processor keeps when a payment is refunded — it is not returned to us, so we pass on what we are actually charged and nothing beyond it. On a $465 build that is about $14.

Return postage is yours, as above. Where an oversized box carried a shipping surcharge, that surcharge paid for postage already used and is not refundable. If the return is due to a defect or a mistake on our part, none of this applies — you get the full amount back and we pay the postage both ways.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item. This ensures you receive the correct item quickly and efficiently.

Damaged or Defective Items

Every package is insured for the full price you paid. If a piece arrives damaged, contact us within 48 hours of delivery with photos of both the piece and the box it came in. Those photos are what the insurance claim is built on, so please take them before unpacking any further, and keep the piece and all the packaging until the claim is settled. The carrier may inspect them or ask for them back. Once the carrier confirms the damage happened in transit, we will:

• Refund you in full, or rebuild it if you would rather have the scene
• File the damage claim with the carrier ourselves — that is our job, not yours
• Cover any return shipping, if the carrier asks for the piece back

Claims without photos, reported after 48 hours, or where the packaging has been thrown away cannot be accepted by the carrier, so we cannot honor them either.

We do not promise a like-for-like replacement, because there is no second one sitting on a shelf. Every piece here is built by hand, one at a time. If you would rather have the scene than the refund, we can simply build it again — tell us and we will talk about timing.

Wrong Item Received

If you receive the wrong item, contact us immediately. We will provide a prepaid return shipping label and send the correct item as soon as possible. You will receive a full refund for the incorrect item.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe, please check:

• Your bank account or credit card statement
• Contact your bank or credit card company (processing may take time)
• Contact us if you've checked all of the above and still haven't received your refund

Custom Work

Everything in the catalogue is covered by the 14-day window above, including built-to-order pieces. Building it after you order it does not make it a custom piece — you are buying the build in the photographs, at the price on the page.

Custom work is different: a scene you have described to us that we have quoted for you by email, rather than something listed on the site. Those are made to one person's brief and are not returnable for a change of mind, though a defect or a mistake on our part is always ours to put right. We will say so in writing before you pay anything.

Questions or Concerns

If you have any questions about our return policy or need assistance with a return, please contact us:

We're committed to ensuring your satisfaction and will work with you to resolve any issues promptly.