Refund policy

Please contact info@collectorsguild.com.au with your order number or other proof of purchase and a description of the problem. Photos can help us assess an issue. We will explain the next steps and provide return instructions where needed.

Your consumer rights

Your Australian Consumer Law rights apply to purchases from us. For a major product failure you may choose a refund or replacement. For other failures, we will provide the remedy required by law within a reasonable time. A remedy may also include compensation where the law provides it. We will not require you to deal with our supplier to obtain a remedy.

Change of mind

We do not accept returns simply because you change your mind, find a lower price, or do not receive your preferred cards from a correctly supplied randomised product. This rule does not limit remedies for faulty, incorrectly supplied or misdescribed goods.

Opening a product does not automatically remove your consumer rights. Original packaging and an unboxing video are not conditions for making a consumer-guarantee claim. Please keep any remaining packaging or contents where practical while we assess the issue.

Cancelling an order

Email info@collectorsguild.com.au with your order number to request cancellation. If your request reaches us before we hand the parcel to Australia Post, we will cancel the order and refund the amount paid without a cancellation fee. After carrier handover, our returns policy applies. Your statutory rights are unaffected.

Returns and refunds

If a product has a confirmed fault, we will reimburse reasonable return costs. Contact us first where practical so we can arrange a suitable method. Approved refunds go to the original payment method unless we agree otherwise with you. Your provider may take additional time to show the credit.

Please contact us before sending a parcel back so we can provide return instructions. Our return address is Unit 3, 1368 Heatherton Road, Dandenong VIC 3175, Australia.

Please notify us promptly if there is a problem so we can investigate. This does not impose a deadline that limits your statutory rights.