Refund policy

We want you to be happy with what you collect. This page explains when you get your money back, and how.

Changing your mind

You can withdraw within 14 days of your purchase, without giving a reason, and we refund the full amount. The quickest way is our withdrawal pagemembers.octarr.com/withdraw. You don't need to sign in, and you get a confirmation by email straight away. You can also email info@octarr.com, or send the model withdrawal form in our terms of sale (section 7).

When you're refunded automatically

• Your reservation ended during payment. We hold a Collectible for you for 15 minutes. If the reservation ends while your payment is being completed, the payment taken is returned to you by our payment provider, Stripe. You don't need to do anything.
• You're never charged twice for the same checkout, even if you close the page during payment. If you think you were, contact us and we'll put it right.

If something went wrong

Contact us if your Collectible hasn't appeared in your collection within 7 days of your purchase, if the price charged differs from the price shown at checkout, or if anything else doesn't look right. We look into it, and if the mistake is ours we refund you in full.

How we refund

• To the payment method you used, through Stripe. We never refund to a different card or account.
• The full amount you paid, including VAT.
• Within 14 days of your withdrawal or of our agreement to refund. Stripe emails you a refund receipt, and your bank usually shows the refund within 5 to 10 working days after that.

What happens to your Collectible

When you withdraw, we refund you automatically within 14 days and take the Collectible back: it leaves your collection, and its number is retired for good. It is never sold again.

How to ask

To withdraw, use the withdrawal page (above). For anything else, email info@octarr.com from the email address you bought with, and tell us your Collectible's number or the date of your purchase. Never send us your card number or a password.