Refund policy

Returns & Refunds Policy (COATlectibles)

Last updated: 23 December 2025

We want you to be happy with your order. This policy explains how returns, refunds, and exchanges work for purchases made through our Shopify store.

This policy does not affect your statutory rights under UK consumer law.

1) How to request a return

To start a return, please do one of the following:

  • Via your Shopify account: Log in to your account at www.coatlectibles.com → Orders → select your order → Request return or

  • Email us at info@coatlectibles.com with:

    • Order number

    • Item(s) you want to return

    • Reason for the return

    • Photos (required for faulty/damaged/incorrect items, and helpful for opened-item requests)

Returns address:
COATlectibles – Returns

Warningore Farmhouse

East Chiltington 

Lewes

BN3 7AT

Please wait for confirmation/instructions before sending anything back so we can make sure it’s handled correctly.

2) Change-of-mind returns (online orders)

If you change your mind, you can request a return within 14 days of receiving your order. Once approved, you must send the item(s) back within 14 days.

To qualify for a change-of-mind return, items must be:

  • Unused

  • In original packaging

  • With any seals intact, where applicable

  • Packed securely for transit

3) Opened goods policy (your rule)

Because many of our products are care/cleaning items, opened/unsealed goods are normally not eligible for a change-of-mind return.

However, we may accept opened goods where you provide a plausible explanation (for example: you opened it to check it arrived correctly, packaging concerns, a delivery issue, or another reasonable circumstance).

If you request a return for opened goods:

  • We may ask for photos and a short explanation.

  • If accepted, we may issue:

    • A full refund, or

    • A partial refund if the product has been used or cannot be resold (this will be explained clearly before processing).

We review opened-item requests case-by-case and aim to be fair.

4) Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, contact us as soon as possible (ideally within 48 hours of delivery) with photos.

Where an item is faulty or not as described, you are entitled to a remedy under UK consumer law, and we will offer an appropriate refund, replacement, or repair.

5) Return shipping costs

  • Change-of-mind returns: you cover return postage. We recommend a tracked service.

  • Faulty/damaged/incorrect items: we’ll cover reasonable return postage (or provide a prepaid option where possible) once confirmed.

6) Refunds

If your return is approved:

  • Refunds are issued to the original payment method.

  • We aim to process refunds within 14 days of receiving your return (or proof of posting where applicable).

  • Original shipping costs are refunded only where required by law (e.g., valid cancellation of the full order within the cancellation period).

7) Exchanges

We don’t guarantee like-for-like exchanges. If you want a different item, the simplest option is usually:

  1. Return the original item (if eligible), then

  2. Place a new order.

If the item is faulty/incorrect, we’ll prioritise sending the correct replacement where possible.

8) Items returned that don’t meet the policy

If we receive a return that isn’t eligible (e.g., heavily used items without an accepted explanation), we may:

  • Decline the refund and send the item back to you (postage payable), or

  • Offer a partial refund where appropriate.

We’ll always contact you before making a final decision.

9) Need help?

Email info@coatlectibles.com and we’ll sort it.