Refunds

Refunds Policy

At JNB Collective we want every customer to have complete confidence when shopping with us. This page explains everything you need to know about how our refund process works.

Your statutory rights Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 you have the right to a full refund if your item is faulty, not as described or not fit for purpose. You also have the right to cancel your order within 14 days of receiving it and receive a full refund of the item price.

When you are entitled to a full refund

  • Your item arrives damaged or faulty
  • Your item is not as described on our website
  • You cancel your order within 14 days of delivery under your statutory cancellation rights
  • Your item never arrives and is confirmed lost by the carrier
  • We send you an incorrect item

When refunds are not available

  • Sealed trading card products that have been opened — including booster packs, booster bundles, elite trainer boxes, booster boxes and any other factory sealed Pokémon TCG or trading card product. Once the seal is broken the product cannot be returned or refunded under any circumstances.
  • Sneakers that have been worn or used outside of trying on indoors
  • Items returned without their original packaging, box or accessories
  • Items that have been damaged after delivery through misuse or negligence
  • Items marked as final sale at the time of purchase
  • Blind box collectibles including Pop Mart Labubu products that have been opened

How to request a refund To request a refund please email us at hello@jnbcollective.com with the following information:

  • Your full name
  • Your order number
  • The item you are requesting a refund for
  • The reason for your refund request
  • Photographs of the item and packaging where relevant

We will respond to all refund requests within 2 business days.

Refund processing times Once your refund has been approved we will process it to your original payment method within 5-10 business days. Please note that your bank or card provider may take additional time to process the payment on their end. You will receive an email confirmation as soon as your refund has been issued.

Partial refunds In certain circumstances we may issue a partial refund where an item is returned in a condition that differs from its original state at the time of delivery. We will always communicate clearly if a partial refund applies and why before processing it.

Return postage for refunds If your refund is due to a fault, damage or error on our part we will cover the full cost of return postage and provide you with a prepaid returns label. If you are returning an item under your 14-day cancellation rights the cost of return postage is your responsibility. We strongly recommend using a tracked and fully insured service as we cannot accept responsibility for items lost or damaged on their way back to us.

Original shipping costs Original shipping costs are non-refundable unless your item was faulty, damaged or incorrectly sent.

Failed or refused refunds If your return is received and does not meet our returns eligibility criteria we will notify you by email and return the item to you. We will always explain clearly why a refund has been declined.

Disputes If you are unhappy with the outcome of your refund request please contact us at hello@jnbcollective.com and we will do everything we can to resolve the matter fairly. If we are unable to reach a resolution you have the right to refer your complaint to an Alternative Dispute Resolution scheme or contact the Citizens Advice consumer helpline for further guidance.

Contact For all refund enquiries please contact us at hello@jnbcollective.com. We aim to respond to all queries within 2 business days Monday to Friday.