Return and Refund Policy – Hot Match Collectables

At Hot Match Collectables, we strive to ensure your satisfaction with every purchase. However, please review the following policies regarding returns, refunds, and pre-order cancellations.

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Change of Mind

• No Refunds or Exchanges for Change of Mind:
  Unfortunately, we are not required to provide a refund or replacement if you change your mind about a purchase.

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Faulty or Defective Products

You are entitled to a refund, replacement, or exchange if your item has a major problem. This applies if the item:

• Has a problem that would have stopped you from purchasing it had you known about it
• Is unsafe
• Is significantly different from the sample or description
• Doesn’t perform as we described, or as intended, and the issue can’t be easily fixed

Alternatively, you may choose to keep the item and receive compensation for any reduction in value.

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Non-Major Issues

• If the issue is not major, we will repair the item within a reasonable timeframe.
• If the repair cannot be completed in a reasonable time, you may request a refund or replacement.

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Proof of Purchase

Please retain your receipt or order confirmation as proof of purchase, as this will be required to process returns, refunds, or exchanges.

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Pre-Order Cancellations

• 15% Cancellation Fee: All cancelled pre-orders will incur a 15% cancellation fee to cover administrative and processing costs.

Important Information

🔎 TL;DR – Important Info You Should Know

• 📦 Retailers Often Get Stock First: We are a small Aussie store — some larger retailers may receive stock earlier. Our delivery depends on manufacturer and distributor timelines.

• 🕒 Pre-Order ETAs Can Change: Estimated delivery dates are updated regularly on each product page. These are subject to change without notice based on supplier delays.

• 📦 Combined Shipping: Orders with in-stock and pre-order items will ship together once everything is available.

• 🚚 Shipping Times: Once dispatched, standard delivery timeframes apply. You’ll get tracking once it’s on the way.

• 🎁 Packaging Notice: We pack with care, but some minor packaging imperfections may occur due to how items arrive from the supplier.

• ❌ 15% Cancellation Fee: Cancellations on any order will incur a 15% fee to cover processing and admin costs.

• ✉️ Need Help? DM us on social media or email us — we’ll do our best to help.

📌 Always check the product page for the latest info before ordering.

Please see below our FULL Terms and Conditions.

Pre-Orders

Pre-orders allow you to secure items before they arrive in stock. When placing an order that includes both in-stock and pre-order items, please note that the entire order may be held until the pre-order items arrive. If the delay between in-stock and pre-order items becomes significant, we will ship the in-stock items separately. Our general rule is to hold orders for up to 6 months if pre-order stock is expected within that timeframe.

If you notice it's been over 6 months, please reach out to us.

Delays: Frequently, pre-orders may experience delays. In such cases, please allow an additional 6 months for certain product lines to arrive.

Estimated Arrival Times: While we provide estimated arrival times for pre-order items, these dates are never guaranteed. Stock may arrive with us months later than when it is seen at other retailers or online stores.

Cancellation Policy:

• All orders have a 15% cancellation fee, including pre-orders.

• Exceptions may apply in cases where delays are unusually long (over 6 months), or the line is cancelled by the manufacturer.

Hot Wheels and Matchbox Pre-Orders:

• Hot Wheels and Matchbox assortments are subject to change without notice. The mixes can change during the pre-order period. By purchasing, you accept this risk.

• Sealed Cases: Purchasing a sealed case waives the opportunity for us to check for defects. We are not responsible for damage caused by Mattel upon opening sealed cases.

Double-Taped Boxes

Some customers may notice double-taped boxes and assume we have searched for chase variants or tampered with the contents. This is not the case. We do not double tape boxes or open agreed sealed cases. Double-taped boxes come from the factory in this condition and still have a chance to contain a chase.

Damages

All items are checked thoroughly before packing where possible.

• Inspect Your Order: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to make it right. Although we are not responsible for Factory Defects.

• Courier Insurance: Orders under $100 are insured via our couriers. If you would like to insure your order for more, please reach out to us.

Courier Claims:

• Damages incurred during shipping are to be claimed by the receiver with our courier for compensation. While we can file claims on your behalf, the fastest resolution is for the receiver to file directly with the courier.

Packaging:

• Damaged cards or boxes are not considered damaged items. Packaging is designed to protect the item inside and is not sold as part of the product.

• Cracked blisters or bent cards will not be replaced.

Collector's Note:

• If you require MINT condition items, please contact us first so we can send you physical photos of the product where possible.

• Factory QC (Quality Control) determines product quality, not the customer. We adhere strictly to the brand's quality guidelines. We will not replace items a customer deems unfit due to personal standards being higher than the manufacturer’s.

Change of Mind:

• We do not accept change of mind returns, nor do we accept returns for opened or used items.

Low QC Returns:

• We do not accept returns for low-quality control (QC) issues on cheaper models under $20, such as Hot Wheels or Matchbox.

Chases & Sealed Cases

• Chase Variants: We will not issue refunds or accept returns for not receiving a chase.

• Sealed Cases: Purchasing a sealed case waives the chance for us to inspect items for defects. Any damage caused by the manufacturer (e.g., Mattel) upon opening a sealed case is not our responsibility.

Buying Case Quantities

Buying case quantities is a great way to stock up and save. However:

• Case Contents: The contents of cases may differ from manufacturer information. We audit and adjust product listings to reflect any changes. Orders will be sent out regardless of mix changes, and we will not notify you if the case mix has changed.

• Pre-Ordered Cases: Product mixes may vary, especially if the pre-order is more than 6 months away. If we notice significant changes, we will notify you promptly.

International Import Stickers

Some of our products may arrive with import stickers on the packaging, often in foreign languages. These stickers are standard for international products and do not affect the item’s quality or authenticity. Please contact us if you'd like to confirm whether a product comes with import stickers.

Product Images

For many of our items, we display stock images, which may not always reflect the exact product in hand. If you'd like to see an actual photo of the product you’re purchasing, simply contact us, and we’ll provide one where possible.

Shipping Delays Relative to Major Retailers (Pre-Orders)

We do not receive stock at the same time as major retailers or other sellers. We are often 2-3 months later. Please understand that just because a major retailer has received stock does not mean we will have it too.

Mystery Box Sales

• All mystery box sales are final.

• We do not accept returns or issue refunds on mystery boxes.

Thank you for your understanding and support!