Refund policy

Return & Refund Policy

Effective Date: 01.01.2026

At Collector Grade, we strive to provide high-quality digital collectibles and products. Please read our policy carefully before making a purchase.

Digital Products

All digital product sales are final.

Due to the nature of digital downloads, Collector Grade does not offer refunds, returns, exchanges, or cancellations once a purchase has been completed.

This includes, but is not limited to:

  • Digital 3D model files (STL, OBJ, etc.)

  • Downloadable assets

  • Digital bundles

  • Any other downloadable content

Please ensure you review the product description, compatibility, and requirements before purchasing.

Exceptions

A replacement or assistance may be provided only if:

  • The downloaded file is corrupted or incomplete.

  • You receive the wrong digital product.

  • There is a technical issue preventing access to your purchased files that cannot be resolved through standard support.

Refunds will not be issued for reasons such as:

  • Changing your mind after purchase.

  • Purchasing by mistake.

  • Incompatibility with your printer, slicer, software, or hardware.

  • Lack of knowledge or experience using 3D printing or digital files.

  • Failure to read the product description before purchasing.

Physical Products (If Applicable in future)

At Collector Grade, every physical statue is produced, inspected, packed, and shipped with care. Because many of our statues are made-to-order, custom-produced, or limited-edition collector pieces, returns and refunds are subject to the terms below.

1. Damaged or Defective Items

If your statue arrives damaged or has a genuine manufacturing defect, please contact us within 48 hours of delivery.

To process a claim, please provide:

  • Clear photographs of the outer shipping package
  • Clear photographs/videos of the damage or defect
  • Your order number
  • A brief description of the issue

We may request additional photographs or a video to assess the damage.

If the damage occurred during transit, we will review the claim and, where appropriate, provide a replacement part, repair solution, replacement statue, or refund, depending on the nature of the damage and availability.

2. Returns

Due to the nature of our products, international returns are generally not accepted for change-of-mind purchases.

This includes situations where:

  • You no longer want the statue
  • You ordered the wrong item
  • You changed your mind after purchase
  • The statue does not match your personal expectations regarding size, appearance, or finish

Custom, made-to-order, and limited-edition pieces may be final sale and may not be eligible for return.

3. Incorrect or Missing Items

If you receive an incorrect item or discover that components are missing, contact us within 48 hours of delivery.

After verification, we may provide the missing component, replacement part, or another appropriate resolution.

4. Shipping Damage

International shipments can be exposed to handling, impact, temperature changes, and other conditions beyond our control.

We carefully package our statues using appropriate protective materials before dispatch. However, if your package arrives visibly damaged, we recommend photographing the package before opening it and retaining all original packaging until your claim has been resolved.

5. Customs, Duties & Import Taxes

International customers are responsible for any customs duties, import taxes, VAT/GST, brokerage charges, or other fees imposed by their destination country.

These charges are not included in the product price unless explicitly stated at checkout.

Failure or refusal to pay applicable import charges does not automatically qualify an order for a refund.

If a package is returned to us because the customer refused delivery or failed to pay applicable customs charges, any refund will be considered on a case-by-case basis, and original shipping, return shipping, customs charges, and other non-recoverable costs may be deducted.

6. Address Changes & Failed Deliveries

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned because of an incorrect address, failed delivery attempts, refusal of delivery, or failure to collect the package, additional shipping charges may apply before we can resend the order.

7. Refunds

Where a refund is approved, it will normally be issued to the original payment method.

Refund processing times may vary depending on the payment provider and customer's bank.

Any approved refund may exclude non-refundable costs that have already been incurred, including applicable shipping, customs, transaction, or production costs, where permitted by applicable law.

8. Limited Edition Pieces

Limited-edition statues are produced in restricted quantities. Once a particular edition has been sold or production has ended, replacement may not be possible.

Where a replacement cannot reasonably be provided, we may offer an alternative resolution, including repair, replacement components, store credit, or refund, depending on the circumstances.

9. Repairs & Replacement Parts

For minor damage or component issues, we may first offer replacement parts or repair instructions rather than requiring the entire statue to be returned.

This allows us to resolve issues faster while avoiding unnecessary international shipping.

Contact Us

If you experience any issues with your purchase or download, please contact us at:

Email: support@thecollectorgrade.com

We aim to respond to all support requests as quickly as possible.