Refund policy

Last updated: December 2025

1. Overview

This Return & Refund Policy complies with the Australian Consumer Law (ACL).
We offer returns, replacements, or refunds only where required by law and do not accept returns for change of mind, accidental orders, or incorrect purchases.

Pokémon cards are collectible items and their value depends heavily on condition. For this reason, all sales are final unless the item is faulty or significantly different from its description under ACL.

2. No Change-of-Mind Returns

We do not offer returns, exchanges, or refunds for:

  • Change of mind

  • Accidental orders

  • Duplicate orders

  • Deciding you no longer want the item

  • Personal preference regarding artwork, centering, or print quality

  • Minor cosmetic imperfections already disclosed in the product description

All purchases are final unless ACL applies.

3. Faulty or Misdescribed Items (ACL Guarantee)

Under Australian Consumer Law, you are entitled to a remedy if a product has a major problem, such as:

  • The item is significantly different from the description or photos

  • The wrong product was sent

  • The item is faulty or damaged before it arrived

If the issue is a major failure, you may be entitled to a replacement or refund.
If the issue is minor, we may choose to repair or replace the item.

4. Trading Card Specific Conditions

To protect the integrity of collectors’ items, the following applies:

4.1 Condition Grading

Card condition is clearly described (e.g., Near Mint, Lightly Played).
Because the condition is subjective, minor variations are not considered faults, including:

  • Normal factory printing variances

  • Minor whitening, centering differences, or surface lines typical of TCG cards

  • Pack-fresh imperfections within standard printing tolerances

4.2 Singles Cannot Be Returned

Once Pokémon card singles are delivered, they cannot be returned unless legally required under ACL due to a fault or misdescription.

4.3 Proof of Issue Required

For any return request, you must provide:

  • Clear photos or video of the issue

  • Packaging and postage materials

  • Order number and name

We may decline a claim if the item does not appear faulty or misdescribed.

5. Items Damaged During Delivery

All orders are packaged securely.
If an item arrives damaged due to postal handling, please contact Australia Post for compensation under their parcel insurance rules.

We will assist where possible, but damage caused during shipping is not considered a manufacturing fault under ACL.

6. Return Eligibility Requirements

If a return is approved under ACL:

  • The item must be returned in the same condition it was received

  • Cards must be sent in protective packaging (sleeve + toploader or equivalent)

  • Tracking must be provided

  • Buyer is responsible for return postage unless legally required otherwise

Returns may be rejected if:

  • The item has been handled without care

  • Damage occurred after delivery

  • The returned item differs from what was originally sent

7. Incorrect Address or Delivery Issues

We do not offer refunds for:

  • Incorrect or incomplete addresses entered at checkout

  • Packages returned to sender

  • Missed delivery or failure to collect from the post office

  • Lost items where Australia Post confirms delivery

8. Refund Processing

If a refund is approved:

  • It will be processed to your original payment method

  • Shipping costs are non-refundable unless required by law

  • Please allow up to 5–10 business days for processing

9. Contact Information

For return enquiries, please contact us at:
hbcollectables@outlook.com
Include your order number and clear details of the issue.