Question 1

30 Day Return Policy (Product Guarantee)

Accepted Answer

Kokonut Collectables – Returns & Refunds Policy
Kokonut Collectables is committed to providing high-quality products and ensuring that all items are carefully selected, packed, and shipped safely and promptly to your address. We understand the importance of collectable items and strive to maintain their quality from our warehouse to your home.

Faulty, Damaged, or Incorrect Items
Under Australian Consumer Law (ACL), customers are entitled to a replacement, repair, or refund if a product is found to have a major defect—meaning it is not of acceptable quality, does not match its description, or is unfit for its intended purpose. If your item arrives damaged, faulty, or incorrect, please contact Kokonut Collectables immediately via email.
To assist with your claim, we require:
-          Your full name and order number.
-          Photographic evidence of the item and packaging, clearly showing the issue.
We aim to respond within 1-2 business days and will assess the issue to determine an appropriate resolution.

Returns & Exchanges
Customers must notify Kokonut Collectables within 30 days of receiving the product to be eligible for a return or exchange.
Once your request is approved, we will provide instructions on how to return the item if required.
Refunds or replacements will be processed once we receive and inspect the returned item.

Limitations & Exclusions
We do not provide refunds for change-of-mind purchases in accordance with ACL.
If the item was damaged in transit due to postal handling, we may assist with lodging a claim with the shipping provider, but compensation will be subject to their policies.
Due to the highly collectable nature of trading card products and to prevent fraudulent claims, we do not accept returns on TCG products (e.g., booster packs, boxes, and bundles) unless they are found to be faulty under ACL.
If you have any concerns regarding your order, our customer support team is available 24/7, and we will do our best to assist you.

Question 2

Defective Products

Accepted Answer

Kokonut Collectables – Returns & Refunds Policy
At Kokonut Collectables, we are committed to ensuring that all products meet high standards of quality. In accordance with Australian Consumer Law (ACL), customers are entitled to a refund, repair, or replacement if a product has a major defect that makes it unfit for its intended purpose, significantly different from its description, or unsafe for use.

Returns & Refunds for Defective Items
If your item is found to have a major defect, we will offer a refund, repair, or replacement, as required by law.
Customers must contact us within 30 days of receiving their order to report any defects.
To process a return, we require clear photographic evidence of the defect, along with your order number and customer details.
In some cases, we may require the item to be returned to us for further inspection.
If we determine that the product qualifies for a return under ACL, we will cover return postage costs by either:
- Providing a prepaid return label, which can be used at an Australia Post Office.
- Reimbursing postage costs once the defective item is received and assessed.
Postage costs will not be reimbursed if the product is not deemed defective under ACL.

Exclusions & Minor Variations
The following minor imperfections are common in manufacturing and do not qualify as major defects under ACL:
- Box variations, including minor scuffs, creases, and paint smudges.
- Slight differences in appearance from official manufacturer images (e.g., Funko Pop! variations in chrome/metallic finishes, factory paint jobs, or sticker placement).

These variations do not affect the functionality of the product and are therefore not eligible for returns or refunds unless they significantly impact the product's use or purpose.

Change of Mind Returns
We do not provide refunds for change-of-mind purchases under ACL.
However, at our discretion, we may allow a return for store credit or a refund (excluding shipping costs) if the item is in original, unopened condition.
If a change-of-mind return is approved, the customer is responsible for return shipping costs. A 10% cancellation fee will be deducted from the refund amount.
If you have any concerns regarding your order, please contact our customer service team within 30 days of receiving your item. We are happy to assist in accordance with your rights under Australian Consumer Law.

Question 3

Refunds

Accepted Answer

Kokonut Collectables – Refunds & Cancellations Policy
Kokonut Collectables is committed to providing quality products and fair customer service. Our refund and cancellation policies align with Australian Consumer Law (ACL), which provides protections for consumers in cases of faulty goods or misleading advertising.

Refund Eligibility
Under ACL, customers are entitled to a refund, repair, or replacement if a product has a major defect, meaning:
·       The item is faulty or not of acceptable quality.
·       The item is significantly different from the advertised description.
·       The item is unsafe or unfit for its intended purpose.
If your product meets these criteria, please contact our support team within 30 days of receiving your order to arrange a resolution.

Restocking & Cancellation Fees
For non-faulty items: Refunds or exchanges are not guaranteed and will be assessed on a case-by-case basis. If a return is approved for reasons other than a major defect, a 10% restocking or cancellation fee will apply.
Pre-orders: Cancelling a pre-order before the item is shipped may also be subject to a 10% cancellation fee.
Final Sale Events: Orders placed during specific promotions (e.g., Black Friday) may be considered final sale and not eligible for cancellation or refund, unless required under ACL. Please check the product listing and FAQs before purchasing.

Processing of Refunds
Refunds will be issued in the same payment method and currency as the original purchase (e.g., Credit Card, PayPal).
If a refund cannot be processed via the original payment method due to system constraints or time limitations, it may be issued as store credit or an alternative refund method.
Refunds on orders that used a discount code will be for the amount paid after the discount was applied. The 10% cancellation fee still applies to discounted orders.
Please allow a few business days for the refund to be processed.

Credit Card Refunds
Refunds will be processed to the same Credit Card used for the purchase.
It may take up to 30 days for the refund to appear on your statement.
If the original Credit Card has expired or been cancelled, an alternative refund method may be used, such as store credit. Please notify us if your card is no longer active.

PayPal Refunds
If the purchase was made via PayPal balance or bank transfer, the refund will be issued back to the PayPal balance.
If the purchase was made via Credit Card through PayPal, the refund will be sent back to the same card. It may take up to 30 days for the refund to appear on your statement.
Refunds are issued in Australian Dollars (AUD) at PayPal’s current exchange rate. Kokonut Collectables is not responsible for currency exchange rate differences or fees charged by PayPal.

Disputes & Chargebacks
We encourage customers to contact our support team before filing a PayPal dispute or chargeback, as this may delay our ability to process a refund.
If a dispute is already open, we may require it to be closed before proceeding with a refund request.
Fraudulent chargebacks or policy abuse may result in account suspension and the inability to shop with Kokonut Collectables in the future. If you are not satisfied with the resolution provided by our support team, you may request that the issue be escalated to management for further review.
For any refund, cancellation, or dispute inquiries, please contact our customer service team. We are dedicated to working within reason to ensure a fair resolution for all parties, in compliance with Australian Consumer Law.

Question 4

Shipping & Order Policy

Accepted Answer

Australian Shipping
All orders are shipped from our base of operations in Melbourne, Victoria.

Processing Time
Orders are generally processed within 3-5 business days from the date of purchase.
Business days are Monday to Friday, 9 AM - 5 PM (AEST) and do not include weekends or public holidays.
During peak periods (e.g., Comic-Con, holiday seasons, Black Friday, or major sales), processing times may be extended.
If unexpected disruptions occur (e.g., postal delays, extreme weather, or public health issues like COVID-19), we will provide updates where possible.
We appreciate your patience and assure you that our team is working hard to get your order dispatched as quickly as possible.

Shipping Rates & Methods
Flat-Rate Shipping: $14.00 AUD for all standard orders within Australia.
If your order contains oversized or heavy items (over 20kg), a courier service may be required, and additional shipping fees may apply. We will contact you to arrange delivery and confirm any extra charges.

Estimated Delivery Times (After Dispatch)
Victoria (VIC): 1-2 business days
New South Wales (NSW) / Australian Capital Territory (ACT): 3-4 business days
Queensland (QLD): 4-6 business days
Northern Territory (NT) / Western Australia (WA): Up to 11 business days
Tasmania (TAS) / South Australia (SA): 3-4 business days
These timeframes are estimates provided by Australia Post and may be subject to change due to external factors beyond our control.

Tracking Your Order
All orders are sent via Australia Post with no tracking supplied.
Express & International Shipping
Express Post: Not currently available.
International Shipping: Kokonut Collectables does not ship outside Australia at this time.

Backorders & Stock Availability
If an item in your order is out of stock, we will:
Ship the rest of your order, and place the missing item on backorder (if a restock is expected), or
Issue a full refund for the out-of-stock item if no restock is anticipated.
Our support team will notify you via email in such cases.

Consolidated Shipments
If you place multiple orders and they are ready to ship on the same day, we may combine them into one parcel for efficiency.
Customers are not entitled to a refund of any portion of the shipping fee if orders are consolidated.

Packing Standards
At Kokonut Collectables, we prioritise the safe handling and packing of all collectable items. As collectors ourselves, we understand the importance of receiving items in excellent condition.
We take great care in packing orders to protect both the item and its packaging. However, minor factory imperfections (e.g., box variations, paint smudges) are common with collectable products and do not constitute damage under Australian Consumer Law.

Change of Shipping Address
Before Dispatch: If your order has not yet been packed, we can update your shipping address upon request.
After Dispatch: We cannot change the delivery address once an order has been shipped. Customers must contact Australia Post to request a parcel redirect.
If a parcel is returned to us due to an incorrect address, the original shipping fee is non-refundable. Customers may need to pay an additional shipping fee for re-delivery to a new or corrected address.

Item Listings & Product Variations
All product listings on our website are based on official distributor information.
Changes in Estimated Arrival Dates (ETAs), box variations, and pricing are subject to distributor updates and may change over time.
Product images may not always reflect the final design, particularly in cases where items feature:

Sticker variations (e.g., common vs. exclusive editions)
Factory variations in colour, design, or packaging
If a product is listed as a common, non-stickered variant, but an image includes an exclusive sticker, this does not guarantee the presence of a sticker.
Kokonut Collectables does not guarantee edition numbers unless explicitly stated in the product title and description.
We encourage customers to carefully review product descriptions, ETAs, and purchase limits before completing an order.

For any questions regarding shipping, backorders, or stock availability, please contact our customer service team. We are happy to assist you! 😊

Question 5

Sales & Discounts Policy

Accepted Answer

Kokonut Collectables offers limited-time sales and discounts on selected products. Please read the following terms carefully before making a purchase during a sale period.

Final Sale Policy
Discounted and on-sale items are generally considered final sale and may not be eligible for cancellation or change of mind refunds, subject to Australian Consumer Law (ACL).
Kokonut Collectables cannot place items on hold, reserve stock, or process lay-bys during a sale event.

Price Adjustments & Sale Periods
The discounted sale price applies only during the specified sale period.
Purchases made outside the sale period (before or after) are not eligible for price adjustments, refunds, or reimbursements to match sale prices.
If a customer purchases an item before or after a sale, they are not entitled to receive the item at the previous discounted rate.

Consumer Guarantees
All purchases, including discounted items, remain covered under Australian Consumer Law. If an item is faulty, defective, or not as described, customers are entitled to a repair, replacement, or refund in accordance with ACL protections.
A change of mind is not a valid reason for a refund under ACL, particularly for final sale items.
For any questions regarding our sales and discounts, please contact our customer service team.

Question 6

Missing or Delayed Parcels

Accepted Answer

Missing or Delayed Parcels
Kokonut Collectables understands the frustration of delayed or missing parcels and is committed to assisting customers with delivery concerns.
Australia Post requires a waiting period of 15 business days (three weeks) before an investigation can commence on missing parcels. This timeframe begins once the parcel has been handed over to Australia Post.
If it significantly exceeds the estimated delivery timeframe, we encourage you to contact our support team as soon as possible.
To report a delayed or lost parcel, please contact us via:
Facebook: www.facebook.com/kokonut.collectables/(http://www.facebook.com/kokonut.collectables/)
Email: info@kokonutcollectables.com.au(mailto:info@kokonutcollectables.com.au)
Customers must notify us within 30 days of the expected delivery date (one month past the estimated arrival time). Investigations beyond this period may not be possible due to carrier restrictions.
For assistance, please reach out to our support team, and we will work with Australia Post to resolve the issue as efficiently as possible.

Question 7

Support

Accepted Answer

Customer Support Policy
At Kokonut Collectables, we take pride in our dedicated team of friendly support staff, who are available to assist with inquiries regarding orders, products, and store policies.
For assistance, we recommend contacting us via:
Facebook Messenger: www.facebook.com/kokonut.collectables/(http://www.facebook.com/kokonut.collectables/)
Email: info@kokonutcollectables.com.au(mailto:info@kokonutcollectables.com.au)

Response Times
While we strive to respond as quickly as possible, please note that response times may vary depending on inquiry volume and business hours.
Our team aims to respond within 1-3 business days, though peak periods may result in minor delays.
If you do not receive a response within this timeframe, please feel free to follow up with us.

Respectful Communication
Kokonut Collectables is committed to providing a respectful and positive customer service experience.
We do not tolerate abusive language, harassment, or threatening behaviour towards our staff.
Repeated abusive conduct may result in a restriction on future purchases.

We appreciate your patience, understanding, and cooperation as we work to provide the best possible service.

Question 8

Terms and Conditions Agreement

Accepted Answer

Terms and Conditions Agreement

By placing an order through the Kokonut Collectables website, you acknowledge that you have read, understood, and agreed to our Terms and Conditions. These Terms and Conditions form a legally binding agreement between you (the customer) and Kokonut Collectables (the seller) regarding your purchase.

Kokonut Collectables will refer to these Terms and Conditions when addressing customer inquiries, as they outline the policies and procedures governing our sales, returns, and services.
If you have any questions or require clarification, we encourage you to contact our support team before placing an order. We are happy to assist you to ensure a clear and informed purchasing experience.

Question 9

Privacy Policy

Accepted Answer

Section 1 - What Do We Do With Your Information?
When you purchase something from Kokonut Collectables, as part of the buying and selling process, we collect personal information such as your name, address, and email address. Additionally, when you browse our store, we automatically receive your computer’s Internet Protocol (IP) address to help us understand your browser and operating system. With your consent, we may also send you emails about our store, promotions, new products, and updates. You can unsubscribe from our mailing list at any time.

Section 2 - Consent
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery, or return a purchase, we assume that you consent to our collecting this information and using it for that specific purpose only. If we request your personal information for secondary reasons, such as marketing, we will either ask you directly for your explicit consent or provide you with an opportunity to opt out.
If you change your mind after opting in, you may withdraw your consent for us to contact you or continue collecting, using, or disclosing your information at any time by contacting us at info@kokonutcollectables.com.au or mailing us at: Kokonut Collectables PO BOX 1085 Sunshine West 3020, VIC, Australia.

Section 3 - Disclosure
Kokonut Collectables may disclose your personal information if required by law, including compliance with Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth), or if you violate our Terms of Service.

Section 4 - Website Hosting and Third-Party Services
Kokonut Collectables' website is hosted on Wix.com, which provides us with the online platform that allows us to sell our products and services. Your data may be stored through Wix’s data storage, databases, and general applications, all of which are secured behind a firewall.
Third-party providers used by Kokonut Collectables collect, use, and disclose your information only as needed to provide their services. However, certain providers, such as payment gateways, have their own privacy policies regarding the personal information required for your transactions. We recommend reviewing their policies for clarity on how your information will be handled. Kokonut Collectables is not liable for third-party privacy policies.
Some providers may be located in different jurisdictions. If you proceed with a transaction using a provider in another country, your data may be subject to that country’s laws.
When you leave Kokonut Collectables’ website or are redirected to a third-party service, you are no longer governed by our Privacy Policy or Terms of Service.

Section 5 - Security
To protect your personal information, Kokonut Collectables follows best industry practices and complies with Australian data protection laws. We implement safeguards to prevent loss, misuse, access, disclosure, alteration, or destruction of your data. If you provide credit card information, it is encrypted with Secure Socket Layer (SSL) technology and stored with AES-256 encryption. Although no method of transmission over the Internet is entirely secure, we comply with PCI-DSS requirements and industry security standards.

Section 6 - Cookies
We use cookies to enhance your browsing experience. Below are the cookies used by Kokonut Collectables:
- XSRF-TOKEN: Used for security reasons.
- hs: Used for security reasons.
- svSession: Used in connection with user login.
- SSR-caching: Used to indicate the system from which the site was rendered.
- _wixCIDX: Used for system monitoring/debugging.
- _wix_browser_sess: Used for system monitoring/debugging.
- consent-policy: Used for cookie banner parameters.
- smSession: Used to identify logged-in site members.
- TS*: Used for security and anti-fraud reasons.
- bSession: Used for system effectiveness measurement.
- fedops.logger.sessionId: Used for stability/effectiveness measurement.
You may choose to opt out of cookies through your browser settings. More details about Wix’s privacy policies and data handling practices can be found in Wix’s Privacy Policy ([https://www.wix.com/about/privacy](https://www.wix.com/about/privacy)).

Section 7 - Age of Consent
By using this site, you confirm that you are at least the age of majority in your state or territory of residence or that you have provided consent for any minor dependents to use this site.

Section 8 - Changes to This Privacy Policy
Kokonut Collectables reserves the right to modify this privacy policy at any time. Changes will take effect immediately upon posting. If significant updates are made, we will notify users of the changes. We recommend reviewing this policy periodically to stay informed.
If Kokonut Collectables is acquired or merged with another company, your information may be transferred to new owners to continue serving you.
For any privacy-related inquiries, please contact us at info@kokonutcollectables.com.au

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