Returns and Refunds Policy
Defective or Faulty Products
If you believe an item you’ve purchased is defective, you may be entitled to a remedy in accordance with your rights under Australian Consumer Law. These consumer guarantees apply regardless of our change-of-mind policy and are not restricted to a specific timeframe. The period in which you’re eligible for a remedy depends on various factors, such as the type of item, its price, and any claims made about it.
If your product is found to be faulty, you can request a refund or an exchange. Please note, however, that damage caused by misuse or unusual handling is not covered. In such cases, we are unable to offer a refund or exchange, even if the defect is verified by our team or the product’s manufacturer. Proof of purchase will be required to process any claim under Australian Consumer Law.
Change of Mind Returns
If you’ve simply changed your mind, we may offer an exchange or refund at our discretion, provided the following conditions are met:
The item is in original, unused condition
It remains in its original packaging, complete and unassembled
It’s in a condition suitable for resale
It is not an excluded item (see below)
You present a valid proof of purchase
Your request is made within 30 days of the original purchase date
If you do not have a valid receipt, or if the 30-day window has passed, we reserve the right to decline a refund or exchange for change-of-mind purchases. Please also note that we are not obligated to reissue your original receipt for refund, exchange, insurance, or warranty purposes.
For orders placed in advance, please refer to our Pre-Order Policy.
Items Not Eligible for Change-of-Mind Returns
Certain items are excluded from our change-of-mind return policy. Please take extra care when purchasing:
Gift Cards
Trading Card Game Singles
Opened Elite Trainer Boxes
Opened Pokémon Boxes (i.e. Premium Collections etc…)
Opened Booster Boxes or Booster Packs
Jewellery
Fees for Event Entry
Food and Beverage Items
All Orders:
In the event you have purchased a product from us and the product is found to be out-of-stock or missing stock, we have the right to refund you immediately and will inform you of such an event. Refunds can take time to process with banks anywhere from instant to 10 or more days.