Refund policy

Returns & Refund Policy

Last updated: 19 July 2026

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Regardless of any other term below, you are always entitled to a repair, replacement, refund, or other remedy where goods are faulty, not of acceptable quality, not fit for their intended purpose, or don't match their description — and these rights cannot be excluded by any policy or agreement.

Where a fault or issue is major, you choose whether you'd like a refund or a replacement. Where it's minor, we'll repair, replace or re-supply within a reasonable time. Nothing below overrides that choice.

1. Change of Mind

We want you to be happy with your purchase, but we don't offer refunds or exchanges for change of mind, incorrect selection, or buyer's remorse. This applies to all products, including trading cards, sealed product, and accessories. This section doesn't affect your rights under the Australian Consumer Law described above — it only applies where there's nothing wrong with the item you received.

2. Order Cancellations

If you need to cancel an order before it ships, contact us as soon as possible. Because of the volume of fraudulent and automated orders we receive, cancelled orders are subject to a 5% administration fee to cover payment processing and order handling costs, deducted from your refund. This fee doesn't apply where we're unable to fulfil your order, or where the cancellation is due to a fault or error on our part.

3. Preorders

● Preorders are taken on a change-of-mind final sale basis — once placed, we don't cancel or refund a preorder simply because you've changed your mind, given the way we manage allocation with our suppliers.

● Release dates are estimates only and may shift based on distributor or supplier updates.

● If we're unable to fulfil your preorder, you'll receive a full refund.

● As with any purchase, your Australian Consumer Law rights apply in full if what arrives is faulty, significantly delayed beyond a reasonable time, or doesn't match its description.

4. Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, or incomplete, we'd appreciate you letting us know within 48 hours of delivery so we can sort it out quickly — the sooner we hear from you, the easier it is to resolve with the courier or our supplier. That said, this is a guide, not a hard deadline: it doesn't cut off your Australian Consumer Law rights if you notice a problem after that window, particularly for issues that wouldn't be obvious on arrival.

To help us assess your claim quickly, please include:

● Your full name and order number

● A description of the issue

● Clear photos showing the damage or incorrect item(s)

Send claims to: support@alphagemcollectables.com.au

Where a claim is approved, and the issue is a minor one, we'll typically offer a replacement (where available) or repair within a reasonable time. Where the issue is a major failure — for example, the item is significantly different from what was described, or can't be used for its intended purpose — you choose between a refund and a replacement; we won't substitute store credit for that choice unless you'd prefer it.

We may decline a claim where there's insufficient evidence, where the item matches its description and is of acceptable quality, or where the notification is unreasonably delayed in a way that's made the issue difficult to verify — but we'll always assess this against your actual consumer guarantee rights, not just the 48-hour guide above.

5. Lost or Undelivered Packages

● If your order is marked as delivered but hasn't arrived, or is significantly delayed, contact us and we'll open an investigation with the courier (this can take up to 14 business days).

● If the courier confirms the package as lost, we'll provide a replacement (where stock allows) or a refund.

● We're not responsible for delivery issues caused by an incorrect or incomplete address provided at checkout, though we're happy to help however we can.

6. Return Shipping

Where a return is approved for a faulty, incorrect, or damaged item, we cover return postage. For change-of-mind or other discretionary returns we choose to accept outside your statutory rights, return shipping is the customer's responsibility.

7. How to Request a Refund or Lodge a Claim

Email support@alphagemcollectables.com.au with:

● Full name

● Order number

● Description of the issue

● Photos, where relevant

We aim to respond to all refund and return enquiries within 3–5 business days.

8. Processing Refunds

Approved refunds are processed back to your original payment method. Please allow 7–10 business days for it to appear, depending on your bank or payment provider.