Refund policy
Last updated: September 2026
At SetCollectives, we want you to be satisfied with your purchase. If you are not completely satisfied, eligible items may be returned within 30 days of receiving your order, subject to the conditions below.
This policy applies to purchases made through SetCollectives. Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted under applicable law.
1. 30-Day Return Period
You may request a return within 30 days of the date you receive your order.
To start a return, please contact us at contact@setcollectives.com and include your order number and a brief explanation of your request.
We will provide return instructions after reviewing your request. Please do not send an item back to the sender address on the original package unless we have specifically instructed you to do so.
2. Return Conditions
Unless otherwise required by applicable law, returned items should:
- Be unused and in their original condition.
- Be in their original packaging where reasonably possible.
- Include all applicable accessories, components, tags, or documentation.
- Be returned within the applicable return period.
We may be unable to approve a return where an item has been used, damaged, altered, or returned without components or packaging that are necessary for resale, except where applicable law provides otherwise.
3. Items That Cannot Be Returned
Certain products may not be eligible for return where an exception is permitted by applicable law. If a product is subject to a specific return restriction, the applicable information will be provided on the product page or before purchase.
Statutory consumer rights continue to apply where required by applicable law.
4. Return Shipping Costs
For returns requested because you changed your mind or no longer want the product, the customer is generally responsible for the cost of return shipping.
If an item arrives damaged, defective, or different from the item ordered, please contact us before returning it. Where the issue is our responsibility, we will provide appropriate return instructions and cover the applicable return shipping cost.
For customers exercising a statutory right of withdrawal, return shipping costs will be handled in accordance with applicable law and the information provided before purchase.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at contact@setcollectives.com.
Please include your order number and, where appropriate, clear photographs of the item and its packaging. This information helps us understand the issue and determine the appropriate solution.
Depending on the circumstances and applicable law, we may arrange a replacement, repair, refund, or another appropriate resolution.
6. European Union Consumer Rights
If you are a consumer located in the European Union, you may have statutory consumer rights in addition to the 30-day return policy described above.
For most online purchases of goods, EU consumers generally have a statutory right of withdrawal for 14 days from the date the goods are received, without having to provide a reason, subject to exceptions provided by law.
If you exercise a statutory right of withdrawal, the applicable legal requirements regarding notification, return of the goods, refunds, and return shipping costs will apply.
Nothing in this policy is intended to limit or replace mandatory consumer protections that apply to your purchase.
7. Refund Process
Once your returned item has been received and inspected, we will notify you whether the return has been approved.
If your return is approved, the refund will be issued to the original payment method used for the purchase, unless another method is required or agreed upon under applicable law.
Refund processing times may vary depending on your payment provider or financial institution after we issue the refund.
Where a statutory withdrawal right applies, refunds will be processed in accordance with the applicable legal requirements, including any applicable rules concerning the timing of reimbursement and the receipt or proof of return of the goods.
8. Partial Refunds
Where permitted by applicable law, a partial refund may be issued if an item has been returned in a condition that results in a reduction in its value due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
9. Missing or Delayed Refunds
If you have been notified that your refund has been issued but you have not received it, first check your bank account or payment provider.
Refunds may take additional time to appear depending on your bank, card issuer, or payment provider.
If you still have not received your refund after the applicable processing period, please contact us at contact@setcollectives.com.
10. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at contact@setcollectives.com with your order number.
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or dispatched. Once an order has been processed or dispatched, cancellation may no longer be possible, and the applicable return process may need to be followed.
11. Exchanges
We do not generally offer direct exchanges.
If you would like a different item, size, color, or variant, please follow the applicable return process and place a new order for the desired item.
This does not limit any replacement or other remedy that may be available under applicable consumer protection laws for defective, damaged, or non-conforming goods.
12. Contact Us
If you have questions about returns or refunds, please contact us:
SetCollectives
2 Avenue des Murs du Parc
94300 Vincennes
France
Email: contact@setcollectives.com
Support Hours: Monday–Friday, 9:00 AM–5:00 PM EST
Response Time: We aim to respond to customer inquiries within 1 business day during our support hours.