Refund policy
Return and Refund Policy – Hot Match Collectables
At Hot Match Collectables, we want every customer to have a smooth and reliable shopping experience.
Please read our return, refund, and cancellation policy carefully before placing an order. This policy applies alongside your rights under Australian Consumer Law.
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.
Change of Mind
Please choose carefully before placing your order.
We do not offer refunds, returns, exchanges, or store credits for change of mind.
This includes situations where you:
- No longer want the item
- Ordered the wrong item
- Found the item cheaper elsewhere
- Changed your mind after placing an order or pre-order
- No longer need the product
- Did not read the product description, ETA, pre-order information, or terms before ordering
Australian businesses are generally not required to provide a refund, replacement, or exchange if a customer simply changes their mind.
Faulty, Defective or Incorrect Items
If your item arrives faulty, defective, damaged, or significantly different from the product description, please contact us as soon as possible.
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A clear description of the issue
We will review the issue and work with you on the appropriate outcome in line with Australian Consumer Law.
Depending on the situation, this may include a repair, replacement, refund, exchange, or other suitable remedy.
Major Problems
You may be entitled to a refund, replacement, or exchange if an item has a major problem.
A major problem may include where the item:
- Is unsafe
- Is significantly different from the description, sample, or images provided
- Has a serious issue that would have stopped a reasonable customer from buying it if they had known about it
- Cannot be used for its normal purpose and cannot be easily fixed within a reasonable time
- Does not perform as described or intended and the issue cannot be easily fixed
In some cases, you may also choose to keep the item and receive compensation for any reduction in value, where applicable.
Minor Problems
If the issue is minor, we may choose to repair, replace, refund, or otherwise resolve the issue within a reasonable timeframe.
Where a minor issue can be fixed, we will work with you on the most appropriate solution.
Packaging Condition
Many of our products are collectables, and we understand packaging condition can matter to collectors.
However, packaging is primarily designed to protect the product inside.
Minor packaging imperfections may occur, including:
- Soft corners
- Light card bends
- Small creases
- Shelf wear
- Sticker residue
- Minor box marks
- General packaging wear from supplier handling or freight
These may not be considered a fault unless the item itself is damaged or the product listing specifically stated a particular packaging condition.
If you require mint-condition packaging, please contact us before ordering where possible.
Factory Defects and Quality Control
Many diecast and collectable products are mass-produced.
Minor factory quality control issues can occur, including paint flaws, tampo misalignment, small marks, loose parts, wheel imperfections, blister imperfections, or other manufacturer defects.
We will assess reported issues fairly, but minor factory QC issues, especially on lower-priced mass-produced items, may not always qualify for a refund or replacement.
This does not affect your rights under Australian Consumer Law.
Pre-Order Cancellations
All cancelled pre-orders may incur a 15% cancellation fee.
This fee helps cover payment processing fees, admin time, stock allocation, handling, and other costs associated with processing and cancelling a pre-order.
By placing a pre-order, you are securing stock before it arrives and agreeing to the estimated delivery timeframe shown on the product page at the time of purchase.
Pre-order ETAs are estimates only and may change due to supplier delays, manufacturer delays, freight delays, customs delays, allocation changes, assortment changes, or other factors outside our control.
Exceptions to the cancellation fee may apply where:
- A product is cancelled by the manufacturer or supplier
- We are unable to supply the item
- A delay becomes unusually long
- We approve an exception at our discretion
Order Cancellations
Cancelled in-stock orders may also incur a 15% cancellation fee.
This fee helps cover payment processing fees, admin time, handling, and other costs incurred when processing and cancelling an order.
Sealed Cases and Chase Variants
Chase variants are not guaranteed unless specifically stated on the product listing.
We do not offer refunds, replacements, discounts, or returns because a customer did not receive a chase variant.
If you purchase a sealed case, it may be supplied as received from the manufacturer or supplier. This means we may not inspect the contents for defects, packaging issues, missing items, or condition concerns before dispatch.
Manufacturer packing issues, factory defects, or internal case damage discovered after opening a sealed case are not the responsibility of Hot Match Collectables, unless otherwise required by Australian Consumer Law.
Proof of Purchase
Proof of purchase is required for all return, refund, replacement, or exchange requests.
Please retain your order confirmation email, receipt, or order number.
Opened or Used Items
We do not accept returns for opened, used, altered, or damaged items unless required under Australian Consumer Law.
Items must be returned in the condition they were received unless the return relates to a valid fault, defect, or issue covered by Australian Consumer Law.
Return Shipping
Where a return is approved, we will provide instructions on how to return the item.
Return shipping responsibility will depend on the reason for the return and your rights under Australian Consumer Law.
Please do not return any items without contacting us first.
Contact Us
If you have any questions about your order, return, refund, or cancellation request, please contact us at:
Please include your order number and any relevant photos so we can assist you faster.