Please choose
carefully.

Change of mind

We do not offer refunds, returns or exchanges for change-of-mind purchases.

This includes where:

• you change your mind after purchasing
• the item is no longer wanted or required
• the item was purchased as a gift and the recipient does not want it
• you selected the wrong colour, size, style or product
• you find the same or a similar item cheaper elsewhere
• your personal circumstances change
• an item does not suit your home, clothing, décor or intended use, unless we specifically advised you that it would be suitable for that purpose.

Handmade and artisan products

Many products sold by The Collective are handmade, handcrafted, created in small batches or made using natural materials.

Small variations in colour, texture, grain, shape, pattern, dimensions, placement, finish or appearance are a normal characteristic of handmade products and are not considered faults where the item remains consistent with its description and the reasonable characteristics of that type of product.

Product photographs are intended to represent items as accurately as possible. Colours may appear slightly different depending on lighting, photography and screen settings.

A material difference between the item supplied and its description or representation may still be covered by the Consumer Guarantees Act 1993.

Custom and personalised products

Custom-made, commissioned, personalised, altered or made-to-order products cannot be returned, exchanged or refunded because of a change of mind.

Once work has commenced on a custom or personalised item, an order cannot normally be cancelled.

Your rights under the Consumer Guarantees Act still apply if the product is faulty, materially different from what was agreed, or otherwise fails to meet a statutory consumer guarantee.

Sale, clearance and reduced items

Sale, clearance and reduced-price products are not eligible for change-of-mind returns, refunds or exchanges.

Where an item is discounted because of a specifically disclosed imperfection or fault, you cannot later claim a remedy for that particular disclosed issue.

This does not affect your rights in relation to any other fault covered by the Consumer Guarantees Act.

Second-hand clothing

All second-hand clothing sales are final for change-of-mind purposes. We do not offer returns, refunds or exchanges on second-hand clothing because of fit, size, colour, style, preference, condition that was apparent or disclosed at the time of purchase, or because the item is no longer wanted.

Customers are responsible for checking the condition, sizing and suitability of second-hand clothing before purchasing. Where buying online, please review the product description and photographs carefully before placing your order.

Faulty or incorrect products

Our products are covered by the Consumer Guarantees Act 1993.

Goods supplied to consumers must, among other things, be of acceptable quality, reasonably fit for their normal purpose, match their description and be supplied in accordance with applicable consumer guarantees.

If you believe an item is faulty, damaged or materially different from what you ordered, please contact us as soon as reasonably possible.

We may ask you to provide:

• your order number, receipt or other reasonable proof of purchase
• photographs showing the issue
• a description of the problem
• the item itself for inspection where reasonably necessary.

Minor faults

Where a failure is minor and can reasonably be remedied, The Collective may choose to repair the item, replace the item, or provide a refund.

The remedy will be provided within a reasonable time and at no charge where required by law.

Serious faults

Where a failure is of a substantial character under the Consumer Guarantees Act, the customer may have the right to reject the product and choose a refund or replacement, or retain the product and seek compensation for its reduction in value.

Nothing in this policy limits those statutory rights.

When we do not have to provide a remedy

We are not required to provide a refund, repair or replacement where the problem results from matters such as:

• misuse or use outside the product’s intended purpose
• accidental damage
• normal wear and tear
• failure to follow care or use instructions
• alteration, modification or repair by someone else
• damage occurring after purchase
• a fault or imperfection that was specifically disclosed before purchase.

Returning a faulty product

Please contact The Collective before sending or returning an item so that we can assess the issue and provide return instructions.

Customers are normally responsible for getting an item back to us for inspection. If the item is confirmed to be faulty and your claim is covered by the Consumer Guarantees Act, reasonable return postage or delivery costs will be reimbursed where required by law.

If returning the item would involve significant cost because of its nature, size or method of installation, different obligations may apply.

Where an item is returned and no product fault or other breach is established, the customer may be responsible for return and redelivery costs.

Courier damage

If an online order arrives damaged, please contact us within 48 hours where possible and provide photographs of:

• the damaged item
• the packaging
• the courier packaging or parcel
• the shipping label.

Prompt notification allows us to raise a claim with the courier.

The 48-hour notification request does not remove or restrict any rights you may have under the Consumer Guarantees Act.

Refunds

Where you are legally entitled to a refund, it will normally be returned using the same payment method used for the original purchase.

We will not substitute store credit for a refund where the Consumer Guarantees Act gives you the right to receive a refund.

Shipping costs will only be refunded where required by law or where the error was ours.

Proof of purchase

We may require reasonable evidence that the product was purchased from The Collective before processing a return, repair, replacement or refund.

This may include a receipt, online order confirmation, transaction record or other reasonable proof of purchase.