Cancellations, Return and Refund Policy

TRZCollectibles – Cancellations, Return & Refund Policy

1. Returns & Refunds for Defective or Damaged Items

Warranty Period

Express Delivery (Air Freight – e.g., DHL, UPS):
▸ 7-day warranty from the date the parcel is collected by our courier partner.

Sea Freight (Parcels Over 30kg):
▸ Singapore & Malaysia: 20-day warranty from the dispatch date.
▸ All Other Countries: 40-day warranty from the dispatch date.

How to Report a Defect or Damage

To initiate a claim, please:

  • Contact us within the applicable warranty period.

  • Provide clear photos or videos showing the defect or damage.

  • Our Customer Support Team will respond within three (3) working days.

Claim Resolution Process

  • We will file a claim with the supplier or manufacturer based on the provided evidence.

  • Resolution may take up to three (3) months or more, depending on the supplier’s response time.

If a Replacement Is Unavailable:

  • The item must be returned at the customer's expense.

  • Upon inspection and approval, a refund will be issued as store credit within 72 hours of receiving the returned item.

Notes: TRZCollectibles reserves the right to approve or reject any claim at its sole discretion.

2. Full Refunds

Full refunds in the form of store credit will be issued only under the following conditions:

  • The pre-order item has been cancelled by the supplier.

  • We are unable to fulfill your order due to limited stock availability.

3. Change of Mind

We do not accept returns, cancellations, or refunds due to change of mind under any circumstances.

4.  Ready Stock and Pre-Order Products

Ready Stock

TRZCollectibles reserves the right to forfeit 20% of the total payment receive from customer as a restocking fee in the event of cancellation requested by customer themselves. 

Pre-Order Deposits

All deposits are strictly non-refundable and non-transferable.

Full Payments – Change of Mind or Shipping Fee Disputes

If a fully paid pre-order is cancelled due to change of mind or disagreement with shipping costs:

  • A 50% refund will be issued as store credit after the following deductions:

    • 30% non-refundable deposit (NRD)

    • 20% penalty fee

Notes: All refunds for pre-orders will be processed as store credit only.

5. Customs-Related Returns & Refunds

General Policy

TRZCollectibles does not offer refunds for delays, import taxes, or fees imposed by your local customs authority.

Exceptional Cases

In rare, approved circumstances, returns may be accepted. The following conditions will apply:

  • 30% penalty on the product's retail price (excluding import/customs duties and handling fees)

  • Return shipping costs are to be covered by the customer

  • Any remaining balance will be refunded as store credit within 72 hours of receiving the item

Important Conditions for All Returns & Refunds

To be eligible for a refund:

  • Items must be returned in their original packaging, including all accessories and parts.

  • Returns that are incomplete or improperly packed may cause delays or be subject to deductions.

  • If the returned item is found to be excessively damaged or inconsistent with the original claim, up to 80% of the item’s retail value may be deducted.

  • Refunds processed via third-party payment gateways (e.g., PayPal) must also comply with the original packaging and condition requirements.

Need Help?

If you have any questions or require further assistance, please don’t hesitate to contact our Customer Service Team. We're here to help and ensure your experience with TRZCollectibles is a positive one.