Returns Policy
At CERNAT Collectables you can shop with total peace of mind. If you purchase anything from us, and the item is:
- Damaged in Transit;
- Error / Wrong Item Received
- Faulty;
- LOST; or
- Not as Described.
You can send it back to us for your money back, replacement, or credit.
1. Damaged in Transit
Only items insured during shipment to your location are covered by our returns policy. Customers are given the choice at the time of purchasing whether to insure the order or not. We stress the importance of insurance.
If you have received an item that is damaged and paid insurance, please contact us at info@cernat.com.au and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order number.
We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back. We apologise for any inconvenience. It would also be very helpful if you were able to include some digital pictures of the damage so we may be able to assess it and process your replacement quicker.
2. Error / Wrong Item Received
Where the return was due to an error of CERNAT (for instance, we accidentally sent the wrong merchandise), we will accept responsibility for all shipping costs related to the return. When shipping back the incorrect item to us, please use Insured Mail. If the package is too large or very valuable, please feel free to contact us so that we may arrange the return. Your credit card will be refunded for the shipping, or store credit can be issued to you.
3. Faulty Items
There are often a very small percentage of items that do not work as intended, or get damaged in transit. In the unlikely event of this happening with an item you have received, please email us on info@cernat.com.au and give a full detailed description of the problem, as well as your Order number.
We will respond to you within 48 hours (even on weekends). Depending on the problem, we will determine how best to resolve your problem with minimum inconvenience to you.
If it is found that the item you received is faulty, we will exchange it at no cost to you. If CERNAT no longer has any more of the product in stock, then a full refund will be provided.
4. Not as Described
CERNAT will provide customers with a refund, where the item received is not as described within our internet site. All items are sold with a Standard Warranty that ensures the items you 'get what you paid for'.
Condition of Item
The product must still be in MINT FACTORY SEALED CONDITION. If a child opens the item, plays with it and breaks it, we cannot accept it back. If opened and/or un-sellable merchandise is returned to us, we reserve the right to deduct up to 50% from your refund. If the item's factory seal is broken, we cannot accept the item back. Please pack your returns carefully.
Exclusions
Replacements or refunds under warranty do not apply if the product has not been installed, operated and maintained in accordance with any instructions provided with the product.
If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, CERNAT expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product.
It is strongly recommended that the original packaging supplied with your product be retained for future safe transportation.
