No Quibbles Guarantee

Our returns policy is simple!

Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart (which is fair enough) you must return it to us unused and in its original condition within 30 days for a prompt replacement, exchange or refund.

Returns

How do I return an item? Simply call us on +44 (0)1254 351366 and one of our Customer Support team will advise you on the best way to return an item. It would be advantageous to keep the original packaging just in case it is required. If calling from overseas, please call +44 (0)1254 351366 or email [email protected]. All products returned to us will be thoroughly checked by our Returns Department and only then will a refund, replacement or exchange be authorised and processed. Returns are usually processed within 7 working days of receipt. A refund will be made in the same form of payment that was used to make the initial purchase. You will be responsible for the cost of returning unwanted goods. We will only refund the returns postage for faulty/incorrect items.

To help you return an item, we have developed some simple and easy to follow guidelines:

Faulty item received: If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us (please either enclose a copy of your postage receipt when you return the item or fax it to us on +44 (0)1254 351366, so that we can process your refund). Your original delivery charge will also be refunded if you are returning the whole order and you have requested a refund for the goods. The complete item(s) and internal packaging etc) should be returned where possible. You have the right to return a faulty item within a reasonable period of time.

Item damaged in transit or incorrect item received: If you take delivery of a package and the contents have been damaged in transit, or we have sent you an incorrect item, you can return it to us (complete item/s, including all internal packaging, etc.) within 30 days of receipt for an exchange. We will happily refund your costs in returning it to us (please either enclose a copy of your postage receipt when you return the item or fax it to us on +44 (0)1254 351366, so that we can process your refund).

Change of heart: Goods returned to us because of a change of heart must be in perfect, re-saleable condition (including all internal packaging etc). You are responsible for any other service provided to you in connection with your purchase, e.g. gift wrapping, delivery charge and returns postage. The item(s) must be returned within 10 days of invoice date.

Returning a gift: We are happy to exchange unwanted, faulty or defective products that have been sent as a gift. If you are returning an item but would like to exchange it for something else and you're not sure what, we are happy to issue a gift voucher for the value of the item you are returning. If a refund is required however, please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.

Returns lost in transit: We cannot be held responsible for packages lost in transit as you are responsible for returning the item(s) to us. We strongly recommend that you are adequately insured and that you send the package by either Recorded/Special Delivery, depending on the value of the product/s you are returning (check with the Post Office). Please keep your proof of postage until you have received your replacement or refund.

Please note, in all instances Crisalis Collectors Club Ltd shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.

Complaints Procedure

Crisalis Collectors Club Ltd takes its relationships with customers very seriously, and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within one working day of receipt, whether they're enquiries or, heaven forbid, complaints. If email is too impersonal, we encourage you to phone us on +44 (0)1254 351366, where our Customer Support team will be glad to help.

All your feedback is appreciated, although we prefer good news!