Returns, Refunds & Shipping Damage Policy
We want our customers to be completely confident when purchasing from us. This Returns, Refunds & Shipping Damage Policy operates in accordance with the Australian Consumer Law (ACL) and does not exclude or limit any rights or remedies that cannot legally be excluded.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Faulty, Incorrect or Not as Described Products
If you receive an item that is faulty, materially different from its description, or otherwise does not meet the consumer guarantees under the Australian Consumer Law, please contact us as soon as reasonably possible.
We may request:
- Your order number or proof of purchase
- Photographs of the product
- Photographs of the packaging
- A description of the issue
- Any other information reasonably required to assess the claim
Depending on the circumstances and your rights under the ACL, an appropriate remedy may include a repair, replacement, refund or other remedy required by law.
Nothing in this policy limits your rights under the Australian Consumer Law.
Change of Mind Returns
We are not required to provide a refund or exchange where you simply change your mind, order the wrong product, find the item cheaper elsewhere, or decide you no longer want the product.
Any change-of-mind return that we agree to accept is at our discretion and may require the product to be unopened, unused, undamaged and in its original saleable condition.
Shipping costs associated with an approved change-of-mind return are the responsibility of the customer unless otherwise agreed.
Sealed & Collectable Products
For sealed trading card products and other collectables, minor variations in factory wrapping, packaging, printing, centring, surface condition or other manufacturing characteristics may occur.
Where the product is sold as a sealed product, opening the product may affect our ability to accept a change-of-mind return.
This does not affect any rights you may have under the Australian Consumer Law where the product fails to meet an applicable consumer guarantee.
Shipping & Australia Post
We take reasonable care to ensure all orders are securely and appropriately packaged before dispatch.
Once an order has been lodged with Australia Post or another delivery provider, the parcel is handled and transported by that carrier.
Where damage appears to have been caused during transportation, please contact us as soon as possible and provide clear photographs of:
- The external shipping packaging
- Any damage to the box, satchel or parcel
- The internal protective packaging
- The damaged product
- The shipping label
Please retain all packaging until the matter has been resolved, as Australia Post or the relevant carrier may require the packaging as part of a damage investigation or compensation claim.
Where we have properly and reasonably packaged the product and damage is caused solely by Australia Post or another third-party carrier, we reserve the right to pursue the carrier for compensation and to require reasonable evidence of the transit damage.
Nothing in this section excludes, restricts or modifies any right or remedy you may have against us under the Australian Consumer Law.
Lost or Delayed Parcels
Delivery estimates provided by Australia Post or other carriers are estimates only.
We are not responsible for delays outside our reasonable control. However, where Australian Consumer Law or other applicable laws provide you with rights or remedies in relation to delivery, those rights remain unaffected.
If tracking indicates that a parcel may be lost, please contact us so that we can investigate the delivery with the carrier.
Return Shipping
For change-of-mind returns that we agree to accept, the customer is responsible for return postage unless we agree otherwise.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will comply with our obligations regarding reasonable return costs.
Products being returned should be appropriately packaged to prevent damage during return transit.
Proof of Purchase
We may require reasonable proof of purchase before processing a return, refund, replacement or other claim. This may include an order confirmation, receipt, invoice or other evidence demonstrating that the product was purchased from us.
Contact Us
If there is an issue with your order, please contact us with your order details and photographs where relevant. We will assess the matter fairly and in accordance with this policy and the Australian Consumer Law.
This Returns, Refunds & Shipping Damage Policy is in addition to, and does not replace or limit, any rights or remedies available to consumers under the Australian Consumer Law.