Last updated: 22 September 2026
A collectable should arrive as the piece you chose: correctly described, carefully packed and ready to enjoy. If something is wrong, we want to put it right without making the process harder than it needs to be.
Your Australian Consumer Law rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights.
If a product has a major problem, you may choose a refund or replacement. If the problem is minor, we may repair the item or provide another appropriate remedy within a reasonable time. A major problem can include an item that is unsafe, substantially unfit for its normal purpose, materially different from its description or sample, or something you would not have bought had you known about the problem.
Damaged, faulty or incorrect items
Please email info@allenandrussell.com with your order number, the item or SKU, and a clear description of the issue. Photos are helpful where practical, especially for transit damage, but they do not remove your legal rights.
Please keep the item and packaging until we explain the safest next step. When a product is confirmed faulty, not as described or supplied incorrectly, we will provide the remedy required by law and reimburse reasonable return costs where required.
Change of mind
In addition to your legal rights, we accept eligible change-of-mind return requests made within 30 days of delivery. The item must be unused, unaltered, in saleable condition and returned with its original packaging and proof of purchase. Contact us before sending anything back so we can confirm the return instructions.
For an approved change-of-mind return, you are responsible for secure return delivery and its cost. Original delivery charges are not refundable unless required by law. Personalised, customised or specially ordered pieces cannot be returned for change of mind, although all rights for faults, damage, incorrect supply or misleading descriptions still apply.
Hand-finished pieces
Many pieces are hand painted or hand finished, so small variations can be part of their individual character. A variation does not remove your rights where the item is faulty, damaged, incorrectly supplied or materially different from its description.
Refunds
Approved refunds are returned to the original payment method as soon as reasonably possible after assessment. Your bank or payment provider may take additional time to display the funds.
Business details
Allen & Russell Collections is owned and operated by The Trustee for Christmas Collections Trust.
ABN: 12 970 392 030