When we may refuse a lot
We compare every submission against the details, condition and photos you gave us. We may refuse a lot if:
You told us a set was Complete, Partially Incomplete or New & Sealed — but on inspection it doesn't meet that standard (for example, missing minifigures, instructions, box, or a significant number of parts).
The set number, theme or edition received is different to the one confirmed in your submission, or it looks materially different to the photos you uploaded.
Water damage, heavy yellowing, cracked pieces, missing box art, or other damage that wasn't visible or mentioned at submission.
Clone brand parts (such as MEGA Bloks or Cobi), counterfeit sets, or non-LEGO items mixed in with your submission.
What happens if we refuse a lot
Every lot is checked against the set details, condition and photos you gave us when you submitted.
If something doesn't match, we'll always email you before doing anything else. Often this means a revised offer reflecting the actual condition — refusal is a last resort, not a default.
Where the set doesn't meet the condition or expectations set at submission and no revised offer can be agreed, we reserve the right to refuse the lot rather than accept it.
We won't build, dismantle, sort or otherwise rework a refused lot — it's returned to you in the same state it arrived in.
If we refuse a lot, we cover the cost of sending it back to you. You don't pay anything.
How to avoid this
Almost all refusals come down to condition being selected optimistically. To keep things smooth: double-check your set against the condition options before submitting, take clear, well-lit photos that show the whole set, and follow our packaging guidance so nothing is damaged in transit. See our FAQ for more on how condition is assessed.