Refund policy

Refund Policy

Our Commitment

Every item is personally inspected, photographed and securely packed before dispatch. Unless a listing is expressly marked as using a “Stock Image”, the photographs shown in the listing are of the actual item you will receive.

Normal signs of wear, ageing or other imperfections that are clearly disclosed in the item description or reasonably visible in the listing photographs will not be treated as undisclosed faults.

Cancellations Within 24 Hours

You may request to cancel your order for a full refund within 24 hours of placing it, provided that the order has not already been dispatched.

If the order has been handed to the carrier or marked as dispatched before the 24-hour period expires, we will no longer be able to accept a change-of-mind cancellation.

If you have any concerns regarding your order, please contact us through our Contact page as soon as possible and include your order number.

Our 24-hour cancellation policy is an additional voluntary policy and does not limit any rights you may have under the Australian Consumer Law.

No Change-of-Mind Returns

Other than under the 24-hour cancellation policy described above, we do not accept returns or exchanges solely because you have changed your mind, no longer require the item, found the item at a lower price elsewhere or changed your personal preference.

Many of the items we sell are traded on a live secondary market, where market values may change from day to day. An item returned several weeks after purchase may no longer be subject to the same market conditions that existed when it was sold. We are therefore unable to accept the market risk associated with change-of-mind returns.

Please carefully read the item description and review all listing photographs before placing your order. If you have any questions, we are happy to provide additional photographs or information before you purchase.

This section applies only to change-of-mind returns. It does not affect your statutory rights where an item is faulty, does not match its description or is not of acceptable quality.

Problems With an Order or Item

If you identify a problem with an item, please contact us as soon as possible after discovering it. To help preserve evidence relating to delivery and packaging, we recommend contacting us within 14 days of delivery wherever possible.

The 14-day period is a recommended notification period and is not a time limit on your rights under the Australian Consumer Law. Requests made after 14 days will still be assessed according to the circumstances and applicable law.

You may contact us if:

  • the item is materially different from its listing description or actual-item photographs;

  • you received an incorrect item or an item is missing from your order;

  • the item was damaged in transit;

  • the item has an undisclosed fault or material defect;

  • the item is not of acceptable quality under the Australian Consumer Law; or

  • the item does not comply with another applicable consumer guarantee.

How to Report a Problem

Step 1

Please send us a message through our Contact page and provide:

  • your order number;

  • a detailed description of the problem;

  • the date on which you first noticed the problem; and

  • any relevant photographs, videos or other supporting information.

Your order number will usually be sufficient as proof of purchase. Where reasonably necessary, we may ask you to provide another form of proof of purchase.

Step 2

We will generally respond within 3–5 business days. Depending on the nature of the issue, we may ask you to provide reasonable additional information.

To help us assess the matter more quickly, we strongly recommend that you:

  1. record a continuous unboxing video beginning while the parcel is still sealed;

  2. clearly show the exterior of the parcel, shipping label, seals, internal packaging and item; and

  3. avoid pausing, editing or obstructing any important part of the recording.

If you do not have a complete unboxing video, you may instead provide:

  1. photographs of the external packaging as it appeared on delivery;

  2. photographs of the shipping label and parcel seals;

  3. photographs of the internal packaging;

  4. photographs of the item from all relevant angles; and

  5. close-up photographs showing the specific problem, item number, serial number or grading details, where applicable.

Please note that not providing a complete unboxing video will not automatically result in your claim being rejected. However, it may make it more difficult for us to verify and assess your claim based on the available evidence.Each request will be assessed based on the available evidence, any inspection of the item and the requirements of the Australian Consumer Law.

If the parcel appears crushed, torn, wet or otherwise damaged, please photograph or record the external packaging before opening it wherever possible. Please also retain the external and internal packaging until the matter has been resolved, if reasonably possible.

We may reasonably inspect the item before providing a remedy.

Available Remedies

If our assessment confirms that there is a problem with the item, we will provide an appropriate repair, replacement, refund or other statutory remedy in accordance with the Australian Consumer Law, taking into account the nature and seriousness of the problem.

For a major failure, the consumer will generally have the right to choose between a refund and a replacement of the same type. If a suitable replacement is unavailable, we will provide the remedy required by law.

For a minor problem that can be resolved within a reasonable time, we may be entitled to first provide a free repair or another appropriate remedy.

We may require the item to be returned for inspection before a remedy is provided.

If We Ask You to Return an Item

Please wait for our return instructions and return address before sending an item back. Returning an item without first contacting us may delay the assessment or result in the parcel being sent to an incorrect address. However, this will not limit your rights under the Australian Consumer Law.

If the item is confirmed to have a problem, we will provide a prepaid return label or reimburse your reasonable return postage costs. Please retain your postage receipt.

If you still have the original packaging and protective materials, please use them where possible. However, the absence of the original packaging will not automatically prevent you from seeking a remedy for a faulty item.

Whether or not the original packaging is available, the item must be packed securely to protect it from further damage during return transit. Depending on the item, this may include using a rigid box, card sleeves, rigid card protectors, cushioning materials or other suitable protective packaging.

Refund Processing Time

Once a refund has been confirmed, we will generally issue it to your original payment method within 7–28 business days, unless otherwise agreed.

Your bank, card issuer or payment provider may require additional time before the funds appear in your account.

Circumstances That Generally Do Not Qualify for a Remedy

Subject to the Australian Consumer Law, a repair, replacement or refund will generally not be available where:

  • you received the item you ordered but simply changed your mind;

  • you found the item at a lower price elsewhere;

  • you decided that you did not like or no longer required the item;

  • the problem was entirely caused by misuse, accidental damage, improper storage or an unauthorised alteration after delivery; or

  • a particular fault or imperfection was clearly disclosed before purchase and your request relates only to that disclosed issue.

If the item has another problem that was not disclosed before purchase, you may still be entitled to a remedy under the Australian Consumer Law.

Opening or normally using an item does not, by itself, automatically remove your statutory rights in relation to an item that is faulty, does not match its description or is not of acceptable quality.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under the 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.

These consumer guarantees apply to both new and pre-owned goods. When determining whether a pre-owned item is of acceptable quality, relevant considerations may include the nature, age, price and condition of the item at the time of sale, any imperfections disclosed in the listing and the quality that a consumer could reasonably expect.