Refund & Returns Policy

Final sale on TCG products

Because of the collectible nature and fluctuating market value of trading card products, all TCG items — sealed booster boxes, Elite Trainer Boxes, bundles, collection boxes, tins, packs and accessories sold as part of a TCG release — are final sale.

We do not accept returns, exchanges or refunds for:

• change of mind, or no longer wanting the item;
• buying the wrong product, set, language or edition;
• finding the item cheaper elsewhere, or a change in market price;
• the contents or pull rates of a sealed product;
• any product that has been opened, unsealed, resealed or altered.

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies the consumer guarantees you have under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are 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.

Our final-sale position applies to change of mind only — it does not affect these rights.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, incomplete or incorrect, contact us within 48 hours of delivery so we can act quickly with the courier where needed.

• Email contact@pokedownunder.com with your order number, a description of the issue, and clear photos of the item, all seals, and the outer packaging (including the shipping label).
• Keep all original packaging until the claim is resolved — couriers may require it for inspection.
• We'll assess the claim and, where accepted, provide a replacement, store credit or refund. Where the failure is not major, we may choose the remedy.

Minor imperfections to outer packaging (small dents, corner wear, shelf scuffs) are common on sealed collectible product and are not considered a fault. If mint packaging is essential to you, please contact us before ordering.

Lost or undelivered parcels

All orders ship tracked. If tracking shows no movement for 7 business days, or the parcel is marked delivered but not received, contact us and we'll open an investigation with the courier. Claims must be raised within 30 days of dispatch. We are not responsible for parcels lost after delivery due to an incorrect or unsafe address supplied at checkout, or where you have authorised the carrier to leave the parcel unattended.

Cancellations

If your order has not yet been packed, email us and we'll do our best to cancel it — this is not guaranteed once processing begins. If we cancel your order (stock shortfall, pricing error, supplier cancellation, or a breach of purchase limits), you'll receive a full refund to your original payment method.

Pre-order cancellations: Pre-orders can be cancelled for a full refund up to 7 days before the release date. Within 7 days of release, pre-orders are locked in and no longer eligible for cancellation. See our Pre-Order Policy for full details.

Approved refunds

Approved refunds are issued to the original payment method. Once processed, please allow 3–10 business days for the funds to appear, depending on your bank or payment provider. Where we ask you to return an item, we'll provide instructions and cover the return postage for faulty or incorrect goods.

How to reach us

Email contact@pokedownunder.com or use our contact page — we reply within 1 business day (Mon–Fri, AEST).