Refund policy
The Short Version
You have 30 days from delivery to request a return. If you simply changed your mind, the item must come back new, unused, and in its original packaging with everything that came in the box. If it is defective, damaged, wrong, or not as described, that condition standard does not apply to you — open it, inspect it, and send it back as it is.
Approved refunds go back to your original payment method via Shopify Payments. We issue the refund within 5–10 business days of inspecting the return, and inspection takes up to 2 business days from the day it reaches us.
How to Start a Return
- Email contact@j5collectibles.shop with your order number, the item, and the reason.
- We reply within 1 business day with an RMA number and return instructions.
- Ship the item back within 7 days of the RMA being issued, with the RMA number on the outside of the carton. An RMA expires 7 days after it is issued. If it lapses, email us and we will reissue it — a missed shipping window never costs you your refund, as long as you requested the return inside the 30 days.
Ask us for an RMA before you send anything back so we can match your parcel to your order and refund you without delay. Never write on the product's own retail box or tape a label to it — pack it inside an outer shipping carton instead. On a change-of-mind return the retail box is part of the item's condition, and a box that has been written on, taped, or used as the shipping carton is handled under Condition Standards below.
Who Pays Return Shipping
| Reason | Return shipping | Restocking fee |
|---|---|---|
| Defective, damaged, or wrong item sent | We pay — prepaid label | None |
| Not as described on our product page | We pay | None |
| Arrived after our stated delivery window | We pay | None |
| Changed your mind / no longer needed | We pay — prepaid label | None |
| Ordered the wrong item | We pay — prepaid label | None |
| Parcel refused at the door and never accepted | We pay — the carrier brings it back to us | None |
| Parcel returned to us as undeliverable or after a bad address | We pay — the carrier brings it back to us | None |
Change-of-mind returns are free. We do not deduct the outbound shipping we absorbed and we charge no restocking fee — the prepaid label in your package covers the return.
Nothing is deducted on any row of that table — and on the defective, damaged, wrong, not-as-described, and late rows that holds whether the cause was us or the carrier.
A parcel you refuse at the door and never accept travels back to us on the carrier's own return leg and is refunded in full: no return shipping charge, no restocking fee, no outbound deduction, and no RMA needed. We do not deduct what the carrier charges us to bring that parcel back — there is no such deduction anywhere in this policy. A parcel you accept and then send back is a normal change-of-mind return: free, on the prepaid label, with no restocking fee.
A parcel that comes back to us as undeliverable — a bad or incomplete address, or nobody able to receive it — is handled exactly the same way on cost: it travels back on the carrier's own return leg, nothing is deducted for that return leg, and there is no restocking fee. Email us and tell us which you would prefer: a full refund, or a free reship once you have confirmed a corrected address.
Every delivery includes a prepaid UPS return label. Use it once we have issued your RMA and hand the parcel to UPS — there is nothing for you to pay. If the label is missing, email us and we will send one free of charge.
Condition Standards
This section applies to change-of-mind returns. An item you are returning because it is defective, damaged, wrong, or not as described is never penalized for having been unpacked and inspected — you cannot spot a fault without opening the box, and we do not expect you to.
Every change-of-mind return is inspected. Refunds are reduced or declined for items that are:
- used, handled, or displayed beyond an initial inspection
- missing inserts, paperwork, or anything else that came in the retail box
- returned without the original retail packaging and its inserts
- returned with the retail box written on, taped, or used as the shipping carton
- damaged in return transit because they were packed inadequately
- a factory-sealed trading card box whose seal has been opened, cut, or otherwise broken
The sealed rule applies only to factory-sealed trading card boxes, where the seal is the whole point of the product: those must come back sealed. Everything else may be opened and looked at — lifting a figure out of its box to check it and putting it back does not affect your refund.
If a return fails inspection we email you photos within 2 business days. The trip back to us is always free; the one exception runs the other way — if a change-of-mind return fails inspection, we can ship the item back to you at your cost within 14 days, and items unclaimed after that are donated or disposed of.
Not Returnable
- Items damaged by misuse, neglect, or mishandling after delivery
- Items for which a return was requested more than 30 days after delivery — the return window applies to your request, not to the date the item reaches us
Nothing in this list limits your rights when an item is defective or not as described.
Refunds
Refunds are issued through Shopify Payments to the original payment method only. We cannot refund to a different card, a bank transfer, or a third party.
| Step | Timing |
|---|---|
| Return received → inspected | 2 business days |
| Inspection passed → refund issued by us | 5–10 business days |
| Refund appears on your statement | A further 3–10 business days, set by your bank |
We email you the moment the refund is issued. If 10 business days have passed since that email and nothing has arrived, contact your card issuer first, then email us with your order number.
Store credit is always optional — never a substitute for a refund you are owed.
Exchanges
For a different item, the fastest route is to place a new order and return the original — this stops the replacement selling out while your return is in transit. For defective or wrong-item cases we ship the correct item at no charge and send a prepaid label for the original.
If you would rather we handled it as a direct exchange, say so when you request your RMA and we will confirm any difference in price before we ship.
Defective Items and Warranty
Report a defect within 30 days of delivery for a free replacement or full refund, your choice. Send photos or a short video of the fault.
Those first 30 days sit inside our own 6-month warranty, which runs for 6 months from the day your order is delivered — it is 6 months in total, not 30 days and then a further 6 months. For the rest of that 6 months you are still covered: from day 31 to the end of the 6 months the remedy is a replacement or a full refund at our option and at our cost. It is backed by J5 Collectibles, not by any manufacturer. Our Warranty policy sets out what it covers; to open a claim, email contact@j5collectibles.shop with your order number and photos of the fault.
Nothing we sell carries a manufacturer's warranty of its own — vinyl figures, sealed trading card boxes, jewelry, bags, and collectible toys come with none at all. Our 6-month warranty is the only warranty on anything in this catalogue. We are a retailer, not the manufacturer, and we are not an authorized dealer for the brands we carry, so deal with us directly on any fault.
Cancelling Instead of Returning
Orders that have not dispatched can be cancelled free of charge — see our Cancel Order page. A cancellation before dispatch is not a return, and the 5–10 business day return timeline above does not apply to it: under the FTC Mail Order Rule we refund a cancelled, undispatched order within 7 business days of the cancellation. Once an order dispatches it can no longer be cancelled: it is handled either as a refused delivery or as a return, and Who Pays Return Shipping above sets out how each one works.
If We Made the Mistake
Wrong item, missing item, or a duplicate shipped — tell us as soon as you notice, within 7 days if you can, so we can pull the correct unit for you. That is a request, not a cut-off: the 30-day window still applies, exactly as it does to every other return. We fix it at our cost with a prepaid label and a replacement sent as soon as we have confirmed the error. You are never charged a restocking fee for our error.
Before You File a Chargeback
Please contact us first. Almost every dispute resolves faster directly, and filing a chargeback freezes any refund in progress until your bank closes its investigation, which typically takes 60–90 days.
Contact
J5 Collectibles
Returns (RMA required):
J5 Collectibles LLC, 501 S. Alamo Rd., Suite 105, Alamo, TX 78516, United States
Business address: 501 S. Alamo Rd., Suite 105, Alamo, TX 78516, United States
Email: contact@j5collectibles.shop
Phone: +1 983-707-1356
Hours: Monday–Friday, 9:00 AM – 6:00 PM Central