Refund policy
Return & Refund Policy
14-Day Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Additional conditions apply to Packrats collectible items, as explained below.
How to Start a Return
To start a return, please contact us at info@packrats.nl and include your order number, the item(s) you would like to return, and the reason for your return.
Once we have reviewed your request, we will confirm whether your return is eligible and provide you with the necessary return instructions and shipping details.
Please do not send any items back before your return has been approved. Returns sent without prior approval may not be accepted.
Items must be returned unused, in their original condition and original packaging. For sealed collectibles, the original seal must remain fully intact.
Important Notice for Collectible Items
Please note: special conditions apply to Packrats collectible items.
Because our collectibles are limited, their collectible value is directly linked to the condition of the item, its packaging, and the integrity of its original seal.
Customers may inspect a collectible to the extent reasonably necessary to establish its nature, characteristics, and functioning. However, if a collectible is handled beyond what is reasonably necessary and this results in a reduction in value, Packrats may apply an appropriate deduction for the resulting loss in value, where permitted by applicable law.
A reduction in collectible value may include, but is not limited to:
- A broken, removed, or tampered seal or void sticker
- Damaged, altered, or incomplete packaging
- Missing original components, accessories, or documentation
- Signs of use, damage, or handling beyond what is reasonably necessary to inspect the item
- Any other condition that materially affects the item’s value as a collectible
For sealed collectibles in particular, breaking or removing the original seal may significantly reduce the collectible value of the item.
Where applicable, any reduction in the refund will be assessed based on the actual loss in value of the returned item and in accordance with applicable consumer law.
This section does not limit any statutory rights you may have in relation to defective, damaged, or incorrectly supplied products.
Returns for Non-Collectible Items
For products that are not collectibles, the standard 14-day return policy applies, provided the item meets the return conditions stated in this policy.
Once the returned item has been received and inspected, an eligible refund will be processed to your original payment method.
Damages and Issues
Please inspect your order as soon as possible after delivery.
If your item is defective or damaged, or if you have received the wrong item, please contact us as soon as possible at info@packrats.nl and include your order number and, where relevant, clear photographs of the issue.
We will review the situation and provide an appropriate solution.
Claims concerning defective, damaged, or incorrectly supplied items are handled separately from change-of-mind returns and do not affect your statutory consumer rights.
Exchanges
If you would like to exchange an item, please contact us at info@packrats.nl with your order number and details of the item you would like to exchange.
Once your exchange request has been approved, we will provide you with the necessary return instructions. Your replacement will be processed once we have received and inspected the original item and confirmed that it meets our return conditions.
All returned items must be unused, in their original condition and original packaging. For sealed collectibles, the original seal must remain fully intact.
If the requested replacement is no longer available, we will contact you to discuss the available options.
Exchanges are subject to product availability.
European Union 14-Day Cooling-Off Period
If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason, subject to the exceptions and conditions provided by applicable consumer law.
You may inspect an item to the extent reasonably necessary to establish its nature, characteristics, and functioning. If an item has been handled beyond what is reasonably necessary and its value has decreased as a result, you may be responsible for that reduction in value.
For collectible products, factors such as breaking the original seal, damaging the packaging, using the item, or otherwise affecting its collectible condition may result in a significant reduction in value.
Any deduction from a refund will be based on the actual reduction in value and applied only where permitted by applicable law.
Nothing in this policy is intended to restrict or exclude any mandatory consumer rights provided by applicable law.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved and whether any deduction applies.
If approved, your refund will be issued to your original payment method.
We will process approved refunds from our side as soon as possible and within the time limits required by applicable law. After the refund has been issued, your bank, credit card provider, or payment provider may require additional processing time before the funds appear in your account.
If you believe there is an issue with an approved refund, please contact us at info@packrats.nl.
Stock Availability & Order Cancellations
During high-demand or limited releases, a large number of customers may attempt to place an order at the same time. In rare circumstances, an order may be successfully processed while the available stock has just been exhausted.
If we are unable to fulfill all or part of your order due to insufficient stock, the affected item(s) will be cancelled and you will automatically receive a full refund for the cancelled item(s) to your original payment method.
We will process the refund from our side as soon as possible. Please note that your bank or payment provider may require additional time before the funds become visible in your account.
We make every reasonable effort to maintain accurate inventory levels, particularly during limited and high-demand releases.