Return & Refund Policy

Last updated: 31 August 2026

At Collectors Standard we want you to be satisfied with your purchase. This policy explains when and how you can return an item and receive a repair, replacement or refund. It applies to purchases made through our online store and should be read together with our Terms of Service.

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL).

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, these guarantees mean that goods must be of acceptable quality, match their description, and be fit for any purpose we (or the manufacturer) told you about.

If a product has a major problem, you are entitled to choose a refund or a replacement. A major problem is one where the item:

• has a fault that would have stopped you buying it had you known about it;
• is significantly different from its description or the sample shown;
• is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time; or
• is unsafe.

If the problem is minor and can be fixed, we may choose to repair the item, replace it, or refund you. Repairs may be carried out by us or by the manufacturer’s authorised service agent. You are also entitled to be compensated for any other reasonably foreseeable loss or damage arising from a fault.

You can find more information about your consumer rights at consumer.gov.au or your local state or territory fair trading office.

Manufacturer warranties

Your ACL rights are separate from any manufacturer warranty. Many products we sell carry a manufacturer warranty; the period and what it covers are shown on the product page or in the documents in the box. Manufacturer warranties are honoured by the maker (or their Australian agent). Contact info@collectorsstandard.com.au first with your order number and photos; we will tell you whether to return the item to us or go to the manufacturer. Wear, misuse, incorrect installation, or using a safe or winder other than as directed is not a fault. This does not limit your ACL rights.

Change-of-mind returns

In addition to your rights under the ACL, we accept change-of-mind returns within 30 days of delivery, provided the item:

• is unused and in its original, undamaged condition;
• is returned in its original packaging with all accessories, tags, manuals and protective materials; and
• is accompanied by proof of purchase (order number or receipt).

For change-of-mind returns:

• The cost of return shipping is the customer’s responsibility.
• We recommend using a tracked and insured service, as we cannot process a return for an item that does not reach us.
• A refund will be issued once we receive and inspect the item and confirm it meets the conditions above.

Change-of-mind returns are offered at our discretion and are separate from, and additional to, your statutory rights.

Items that cannot be returned for change of mind

For hygiene, security or safety reasons, the following generally cannot be returned unless faulty:

• items that have been used, worn, installed, bolted down, or had protective seals or wrapping removed;
• products that have been personalised, engraved or made to order.

This exclusion does not affect your rights where an item is faulty or otherwise fails a consumer guarantee.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, or is not what you ordered, please contact us within a reasonable time of delivery with your order number and photographs of the item and packaging. We will arrange the return, and where a return is required for a faulty item, we will cover the cost of return shipping.

Depending on the nature of the fault and your rights under the ACL, we will provide a repair, replacement or refund.

How to make a return

1. Contact us at info@collectorsstandard.com.au with your order number and the reason for the return.

2. We will confirm whether the item qualifies and provide return instructions and a return address.

3. Pack the item securely (using the original packaging where possible) and send it to the address provided. Do not return a safe or other heavy item until we have given you freight instructions.

4. Once we receive and inspect the item, we will notify you of the outcome.

Please do not send items back before contacting us, as we may be unable to process an unannounced return.

Refunds

• Approved refunds are made to the original payment method used for the purchase.
• Refunds are typically processed within 5 business days of us approving the return. The time for funds to appear in your account depends on your bank or card provider.
• Where you are entitled to a refund for a faulty item, the original shipping cost you paid will also be refunded.
• For change-of-mind returns, the original outbound shipping cost is non-refundable (including where the original order qualified for free shipping).

Exchanges

If you would like to exchange an item for a different model or finish, please contact us. The fastest way is usually to return the original item under this policy and place a new order for the item you want.

Contact us

For all returns, refunds and warranty enquiries:

International Safe Company Pty Ltd – ABN 23 131 133 922
Email: info@collectorsstandard.com.au
Phone: 1300 366 462 or 08 9303 2839
Hours: Monday–Friday, 8:30am–4:30pm AWST
24 Vision Street, Wangara WA 6065