Refund Policy

If you pay by card, you are charged when you order and COLLECT keeps the money — the seller is not paid until the item has passed authentication. So if the item is fake, misdescribed, never shipped, or the sale falls through for any reason before that point, you are refunded in full, fees included. If you pay in USDC, the amount is only authorised from your wallet and is collected when the item passes; if it does not, the authorisation is released and nothing leaves your wallet.

The one category this does not cover is digital assets — see clause 7. Those are final.

Full refund, automatically, with no action needed from you. The order moves to refunded as soon as the authenticator records the failure, and the item goes back to the seller.

“Fails” means the item does not match the listing, its stated grade, or its certification number — or is judged not authentic. Authentication typically happens within 3 business days of the item arriving.

If a seller does not send the item to the authentication facility within 5 days of your payment, the order is cancelled automatically and your payment is released in full.

You may cancel for a full refund at any time before the seller ships. Contact us through the order page.

After the item is in transit or under inspection, the order can no longer be cancelled — the item is already with a carrier or being inspected. Once an item has passed authentication and shipped to you, the sale is final except under clauses 5 and 6.

Tell us within 3 days of delivery and include photographs of the item and its packaging. If we confirm the item was damaged in transit from the authentication facility, or that the wrong item was sent, you receive a full refund including fees.

Because every item is photographed at authentication, we can compare what was dispatched with what arrived. That record is what we use to decide.

If a shipment to you is lost, you receive a full refund. We pursue the carrier claim ourselves — you do not need to. Shipments from the authentication facility to you are insured by COLLECT for the full price you paid, so a loss in transit costs you nothing.

NFT purchases cannot be refunded. The transfer is recorded on a public blockchain and cannot be reversed by us or by anyone else, and no authentication step applies. Check the drop and the price before you buy.

The one thing we do cover: if your payment goes through and the token is never delivered, you are refunded in full. That is a failure on our side, not a change of mind.

A full refund returns the item price and every fee charged on the order:

• The item price
• The buyer processing fee
• The authentication fee — $15
• Shipping — $15, where you paid it

Where a refund is partial, we tell you what is being withheld and why before it is processed.

Card payments are refunded to the original card. Refunds usually appear within 5–10 business days — how quickly depends on your bank, not on us.

A USDC authorisation that was never collected is released immediately and nothing moves. If the USDC had already been collected, it is returned to the wallet it came from.

A seller is paid after their item passes authentication and the buyer receives it. If an order is refunded before that, no payout is made. If a refund or chargeback arises after a payout, we may reverse it or recover the amount from future payouts.

Please contact us before opening a chargeback — nearly every case on this page is resolved faster directly. If you do open one, we will provide the payment processor with the order record, authentication photographs and delivery tracking.

Open the order from your dashboard and use the contact option there, or email support@thecollectionmarket.com with your order number. We aim to respond within two business days.