Refund policy

Returns & refunds policy

At Collectable Cartel, we specialise in authentic Pokémon cards, sealed trading card products, collectible singles, and premium TCG accessories sourced for collectors across Australia. We want you to shop with confidence, and nothing in this policy excludes or limits your rights under the Australian Consumer Law.

Change of Mind

Due to the collectible nature of trading cards and sealed products, we do not offer returns, refunds, or exchanges for change of mind, accidental purchases, or dissatisfaction with pull rates or pack contents. Please review all product details, photos, and descriptions carefully before purchasing. This does not affect your rights if an item is faulty, damaged, or not as described — see below.

Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible — ideally within 48 hours of delivery. That timeframe simply helps us document transit damage quickly; it does not limit your rights, and you may report faulty, damaged, or not-as-described items within a reasonable time under the Australian Consumer Law. Please include your order number, clear photos of the item(s), photos of the outer packaging and shipping label, and a description of the issue. Once confirmed, we'll provide a repair, replacement, refund, or store credit as appropriate and in line with the Australian Consumer Law. Where an item is faulty or not as described, we cover return postage.

Lost or Undelivered Parcels

Until your order is delivered to you, it remains our responsibility. If your order is lost in transit or doesn't arrive, contact us and we'll help resolve it — where a parcel is confirmed lost in transit, we'll arrange a replacement or refund consistent with your rights under the Australian Consumer Law. If tracking shows delivery to your address but the parcel then appears missing, contact us within 7 days and we'll lodge a carrier investigation, review the delivery evidence, and work with you and the carrier toward a fair resolution. Delays caused by couriers, public holidays, or other external factors are outside our control.

Singles & Card Condition

Card condition can be subjective within the hobby. While we carefully assess and package all singles, minor imperfections may exist even on Near Mint cards due to manufacturing and handling. Please review all photos and descriptions before purchasing singles or graded cards. Your Australian Consumer Law rights still apply if a card is not as described.

Refund Processing

Approved refunds are issued to the original payment method used at checkout. Please allow approximately 3–7 business days, depending on your financial institution or payment provider.

Your Australian Consumer Law Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights.

Contact Us

Questions about this policy or your order? Email info@collectablecartel.com.au or use our Contact Us page.