Cancelations and Returns

Effective Date: 12th October 2023

  1. Return and Refund Due to Defects or Damage

Warranty Period:

Express Delivery – Air Freight (e.g: DHL, UPS)

  • We offer a 14-day warranty period from the date our courier partners pick up your parcel from our warehouse.

    • Sea Freight – Parcel exceed 20kg

  • We offer a 25-day warranty period for Singapore and Malaysia from the date our courier partners pick up your parcel from our warehouse.
  • We offer 40-day warranty period for all countries except Singapore and Malaysia from the date our courier partners pick up your parcel from our warehouse.

    • Reporting Defects or Damage:

  • If you receive an item with manufacturing defects or damage, please contact us within the warranty period. Include photos or videos of the damage or defects as evidence.
  • Our customer support team will respond within one working day to assist you.


    • Claim Process:

  • Upon receiving your evidence, we will file a claim with our supplier or manufacturer for a replacement. Please note that processing genuine warranty claims may take up to 3 months.
  • If a replacement is not available, you will need to return the defective or damaged item to us at your own expense before we can process a refund.
  • Refunds are at the discretion of TRZCollectibles and will be processed within 72 hours as store credit only, after receiving the returned item.


    • Conditions for Refunds:

  • Returns must be in the original packaging and condition. If the returned item is damaged or does not match the original reported condition, a penalty of up to 80% of the item price may apply.
  • Refund requests initiated through financial institutions, including PayPal, must return the defective product in its original packaging and condition.


    • Full Refunds:

  • A full refund will be issued if a pre-ordered product is cancelled by our supplier (the brand manufacturer) or if we unable to fulfil the order due to limited supply. This refund will be provided as store credit.


    • Note:

  • Refunds and returns are not applicable for “Change of Mind” requests initiate by customer.
    1. Pre-Order Products

    Deposits:

  • Pre-order deposits are strictly non-refundable and non-transferable.


    • Full Payments:

  • For customers who pay in full at the pre-order stage, refunds will be 50% of the total amount paid, after deducting a non-refundable deposit (NRD) of 30% and a penalty of 20% for “change of mind” requests.


    • For More Details:

  • Please refer to our Pre-Order Policy for additional information.
    1. Return and Refund Due to Customs Issues

    Policy:

  • We do not accept returns or issue refunds for high import taxes or fees imposed by your country. However, we offer exceptional cases under the following conditions:


    • Penalties and Fees:

  • A penalty of 30% of the selling price, excluding any miscellaneous or handling fees, will be charged.
  • Return shipping fees, import taxes, and handling fees are the customer's responsibility.
  • After deducting the penalty and shipping fees, any remaining amount will be refunded as store credit within 72 hours.


    • Important Notes:

  • Collectibles must be returned in the same condition as delivered, including all figures, accessories, and original packaging. Incomplete returns may experience delays.
  • If a returned item shows excessive damage due to improper repacking, additional fees will apply. These fees, typically 80% of the product price, will be deducted from your eligible refund.