Return and refund policy
At TCG MASTERZ, we want you to shop with confidence and be completely satisfied with your purchase.
We offer a 30-day money-back guarantee with free returns on eligible products.
If you change your mind or experience an issue with your order, the following policy explains how returns, refunds, damaged products, incorrect orders, pre-orders, and other situations are handled.
Our voluntary return policy is provided in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded.
1. 30-Day Money-Back Guarantee
You may request to return an eligible product within 30 days after receiving your order.
Our 30-day money-back guarantee applies even if you simply change your mind.
No reason is required for an eligible change-of-mind return.
The 30-day return period begins on the day you, or a third party designated by you other than the carrier, receives the order.
For orders containing multiple products delivered separately, the 30-day period begins when the final product from the order has been received.
To request a return, you must contact us within this 30-day period at:
Please include your order number and clearly state that you wish to return your order.
You are not required to provide a reason for an eligible change-of-mind return.
Return requests made after the 30-day period may be refused where the request is based solely on a change of mind.
This 30-day period does not limit any rights you may have under the Australian Consumer Law where Goods are faulty, damaged, unsafe, not of acceptable quality, not fit for purpose, not as described, or otherwise fail to comply with an applicable consumer guarantee.
2. Return Conditions
Products returned solely under our voluntary change-of-mind policy must be sent back in the same condition in which they were received.
Products must, where applicable:
- Be unused and undamaged
- Include all original components and accessories
- Be returned in their original packaging
- Have all original seals, labels, and protective materials intact
- Show no signs of alteration, misuse, or unnecessary handling
You may inspect a product to the extent reasonably necessary to determine its nature and characteristics.
If a product returned solely because of a change of mind has been handled beyond what is reasonably necessary and its condition or value has decreased, TCG MASTERZ may reduce or refuse the voluntary refund depending on the circumstances.
For collectible products, the condition of the original packaging may form an important part of the product's value.
Please therefore handle and return all packaging carefully.
These conditions apply to our voluntary change-of-mind return policy and do not remove or restrict any rights available under the Australian Consumer Law for Goods that fail to comply with a consumer guarantee.
3. Sealed Trading Card Products
Trading card products can significantly change in condition and value once their original factory packaging or seals have been opened.
For change-of-mind returns, products such as:
- Booster boxes
- Booster packs
- Bundles
- Collection boxes
- Tins
- Decks
- Elite Trainer Boxes
- Ultra-Premium Collections
- Other sealed trading card products
must be returned with their original packaging and factory seals intact.
If a sealed product has been opened, unsealed, damaged, or otherwise altered after delivery, TCG MASTERZ may refuse a voluntary change-of-mind return.
This does not apply where the product was already damaged, defective, incorrect, misdescribed, unsafe, or otherwise failed to comply with an applicable consumer guarantee when supplied.
4. Products That Cannot Be Returned
The following products may not be eligible for a voluntary change-of-mind return:
- Personalised or custom-made products
- Products manufactured specifically according to your instructions
- Opened or unsealed TCG products
- Products that have been used or damaged after delivery by the customer
- Products missing original components or accessories
- Products with significantly damaged or missing original packaging where this materially affects their value
- Digital products or services after delivery or access has begun, where applicable
- Other products specifically identified as excluded from our voluntary change-of-mind policy before purchase
A product being on sale or purchased using a discount code does not by itself make the product ineligible for our voluntary return policy unless explicitly stated otherwise.
These exclusions relate to change-of-mind returns only and do not exclude statutory rights under the Australian Consumer Law.
5. How to Return an Order
Before returning an order, please contact us at:
Please include:
- Your full name
- Order number
- The product or products you wish to return
You are not required to provide a reason for an eligible change-of-mind return.
If you are contacting us because a product is faulty, damaged, incorrect, missing, or otherwise has an issue, please provide a brief description so that we can assist you appropriately.
We will provide you with the relevant return instructions and, where applicable, a prepaid return label.
Please do not send your return before receiving return instructions from TCG MASTERZ.
Please package returned products securely.
Please keep your shipping receipt and tracking information until your return has been completed.
Do not send a return to an address that has not been confirmed by TCG MASTERZ.
6. Free Return Shipping
Eligible returns made under our 30-day change-of-mind return policy are free of charge when the standard return method provided or approved by TCG MASTERZ is used.
TCG MASTERZ will cover the cost of standard return shipping for eligible returns.
We may provide:
- A prepaid return label
- Return shipping instructions
- Another approved return method
This applies to eligible returns made under our 30-day money-back guarantee, including returns where you simply change your mind.
If you choose to use a return shipping method that has not been provided or approved by TCG MASTERZ, additional costs may not be reimbursed unless reimbursement is required by law.
If you received an incorrect, defective, damaged, faulty, or otherwise non-compliant product, please contact us before returning the product.
Depending on the circumstances and your rights under the Australian Consumer Law, TCG MASTERZ may provide return instructions, cover or reimburse reasonable return shipping costs, provide a replacement, issue a refund, arrange a repair where applicable, or provide another appropriate remedy.
Any additional shipping costs resulting from a customer voluntarily choosing a more expensive shipping option than our standard or approved return method are generally non-refundable unless otherwise required by law.
7. Refunds
Once your voluntary change-of-mind return has been received, we will inspect the returned products.
If your return meets the conditions of this policy, the refund will be approved.
Approved refunds will generally be issued to the same payment method used for the original transaction unless another method has been agreed or is required by law.
We will process approved refunds as quickly as reasonably possible.
Depending on your bank, card issuer, or payment provider, it may take additional time before the refunded amount appears in your account after we have processed it.
For voluntary change-of-mind returns, we may wait to issue a refund until:
- We have received the returned products; or
- You have provided sufficient evidence that the products have been returned
If a product returned solely under our voluntary change-of-mind policy does not meet the conditions described in this policy, the refund may be reduced or refused.
Different rules apply where Goods fail to comply with an Australian Consumer Law consumer guarantee. Depending on the nature and seriousness of the problem, the customer may be entitled to a repair, replacement, refund, compensation, or another remedy required by law.
8. Damaged, Faulty or Defective Products
If your order arrives damaged or you believe a product is faulty or defective, please contact us as soon as reasonably possible at:
Please provide, where reasonably available:
- Your order number
- A description of the damage or problem
- Clear photographs of the affected product
- Photographs of the shipping box or envelope where relevant
- Photographs of the shipping label where relevant
- Any other relevant evidence that may help us investigate the issue
Please retain the product and its original shipping packaging until we have reviewed your request where reasonably possible.
The packaging may be required to investigate shipping damage or submit a claim with the delivery carrier.
TCG MASTERZ may assess the product or request additional information where reasonably necessary to determine the nature of the problem.
Depending on the circumstances and applicable Australian Consumer Law requirements, an appropriate remedy may include:
- A repair where appropriate
- A replacement
- A refund
- Compensation for reasonably foreseeable loss or damage where applicable
- Another remedy required by law
The appropriate remedy may depend on whether the problem constitutes a major or minor failure under the Australian Consumer Law.
9. Incorrect or Missing Products
If you receive the wrong product or an item is missing from your order, please contact us as soon as reasonably possible at:
Please provide:
- Your order number
- A description of the issue
- Photographs of the products received where relevant
- Photographs of the packaging where relevant
Once the issue has been verified, we will work to provide an appropriate solution.
This may include sending the correct or missing product, arranging a replacement, issuing a refund, or providing another remedy required by Australian law.
10. Pre-Orders
Pre-Order Policy
Pre-orders are handled separately from our standard change-of-mind return policy before delivery.
TCG MASTERZ may place reservations, allocations, or purchase commitments with suppliers specifically in connection with customer pre-orders.
As part of our voluntary pre-order cancellation policy, a pre-order may be cancelled for change-of-mind reasons within 12 hours after the order has been placed.
After the 12-hour cancellation period, a pre-order generally cannot be cancelled solely because the customer has changed their mind before delivery.
If you wish to cancel a pre-order within the 12-hour cancellation period, please contact us as soon as possible at:
Please include your order number and clearly state that you wish to cancel the pre-order.
The 12-hour change-of-mind cancellation restriction does not exclude, restrict, or modify any statutory rights under the Australian Consumer Law.
Expected release and delivery dates displayed for pre-order products are estimates unless explicitly stated otherwise.
Release, allocation, or delivery dates may change due to circumstances involving:
- Manufacturers
- Distributors
- Publishers
- Suppliers
- Shipping companies
- Logistics providers
- Production delays
- Allocation changes
- Other circumstances outside our reasonable control
Where a pre-order release or delivery date changes, we will make reasonable efforts to keep affected customers informed.
A minor or reasonable change to an estimated release date does not automatically create a change-of-mind cancellation right.
However, this does not affect any statutory rights or remedies that may apply where TCG MASTERZ is unable to supply the Goods, there is an unreasonable delay, or another consumer guarantee under Australian law applies.
If TCG MASTERZ becomes unable to supply a pre-ordered product, we will notify the customer and provide any remedy required by applicable law, which may include cancellation and a refund.
Pre-order products will generally be shipped after the official release date once they are available for fulfilment.
Once shipped, orders are generally delivered within 2–5 Business Days, depending on the destination, shipping method, and carrier.
Once a pre-order has been delivered, our applicable voluntary return policy and all applicable Australian Consumer Law rights continue to apply.
11. Randomised and Sealed Products
Trading card products such as booster packs, booster boxes, bundles, tins, and other sealed products may contain randomised contents.
TCG MASTERZ cannot guarantee:
- Specific cards
- Specific rarities
- Pull rates
- Card values
- Grading outcomes
- Specific characters
- Particular outcomes from opening a product
unless explicitly stated otherwise on the product page.
Not receiving a particular card, rarity, pull, grading result, or expected market value does not by itself mean that the product is defective.
Once a randomised product has been opened, it will generally not qualify for a voluntary change-of-mind return.
This does not affect any rights where Goods are faulty, damaged, unsafe, misdescribed, or otherwise fail to comply with an applicable consumer guarantee.
12. Exchanges
We do not guarantee direct product exchanges under our voluntary change-of-mind policy.
If you wish to purchase a different product, you may return an eligible product within the 30-day return period and place a new order separately.
Eligible change-of-mind returns made within the return period qualify for our standard free return service.
For defective, damaged, incorrect, faulty, or missing products, TCG MASTERZ may provide a replacement where appropriate and where stock is available.
Nothing in this section limits any right to a replacement or other remedy under the Australian Consumer Law.
13. Refused and Unclaimed Deliveries
If an order is returned to us because:
- The customer refused delivery without a valid legal reason
- The customer failed to collect the parcel
- An incorrect delivery address was provided by the customer
- An incomplete delivery address was provided by the customer
- The carrier was unable to complete delivery due to circumstances attributable to the customer
additional shipping or handling costs may apply where permitted by law.
If the order is returned to TCG MASTERZ, we will review the shipment before determining whether a refund is applicable.
Shipping or return costs incurred as a result of an incorrect address, refused delivery, or unclaimed shipment may be deducted from a voluntary refund where permitted by law and where the circumstances are attributable to the customer.
These situations may not qualify for our standard free change-of-mind return service where the additional costs arose because of circumstances attributable to the customer.
This section does not restrict any Australian Consumer Law rights where the refusal or failure to accept delivery relates to a legitimate problem with the Goods or another statutory right.
14. Chargebacks and Payment Disputes
If you experience an issue with your order, we encourage you to contact us first at:
We will investigate the issue and attempt to provide an appropriate solution.
Submitting a fraudulent or knowingly false payment dispute may result in relevant information concerning the order, delivery, communication, transaction, and account activity being provided to the payment provider, card issuer, acquiring bank, fraud prevention provider, or other parties responsible for investigating the dispute.
This does not prevent customers from legitimately disputing an unauthorised, incorrect, unfulfilled, or otherwise legitimately disputable transaction.
Nothing in this section prevents a customer from exercising any legal rights available under Australian law or the rules of their payment provider.
15. Return Abuse and Fraud
TCG MASTERZ reserves the right to investigate suspected return fraud, refund abuse, chargeback fraud, or other misuse of our voluntary return policy.
Examples may include:
- Returning a different product than the product originally purchased
- Returning opened products while falsely representing them as unopened
- Providing intentionally false information regarding damage or delivery
- Manipulating or altering products before requesting a refund
- Repeatedly abusing our voluntary return or refund process
- Making knowingly fraudulent payment disputes
- Returning counterfeit or substituted Goods
Where appropriate and permitted by law, we may refuse an ineligible voluntary return, reduce or refuse a voluntary refund, suspend account privileges, or provide relevant evidence to payment providers or other parties involved in investigating suspected fraud.
Our no-questions-asked return policy means that customers are not required to provide a reason for an eligible change-of-mind return.
It does not override the eligibility requirements, return conditions, anti-fraud provisions, sealed product requirements, or other conditions of our voluntary return policy.
Nothing in this section permits TCG MASTERZ to refuse, reduce, or restrict a remedy that a customer is legally entitled to under the Australian Consumer Law.
16. Australian Consumer Law Rights
Our voluntary 30-day money-back guarantee is provided in addition to the rights available to Consumers under the Australian Consumer Law.
Consumer guarantees apply automatically and cannot be excluded by our Store policies, Terms and Conditions, warranty terms, pre-order conditions, or this Returns and Refunds Policy.
Goods supplied to Consumers must comply with applicable consumer guarantees, which may include requirements that Goods:
- Are of acceptable quality
- Are reasonably fit for their intended or disclosed purpose
- Match their description
- Match any sample or demonstration model where applicable
- Comply with applicable express warranties
If Goods fail to meet an applicable consumer guarantee, you may be entitled to a remedy.
Depending on the circumstances and whether the failure is major or minor, available remedies may include:
- Repair
- Replacement
- Refund
- Compensation for reasonably foreseeable loss or damage
- Another remedy available under applicable Australian law
Conditions applying to voluntary change-of-mind returns, such as our 30-day period, unopened product requirement, or original packaging requirement, do not remove consumer guarantee rights for Goods with a genuine problem.
If you are unsure whether your request falls under our voluntary return policy or your Australian Consumer Law rights, please contact us so that we can review the circumstances.
17. Proof of Purchase
We may request reasonable proof that the Goods were purchased from TCG MASTERZ when processing a return, refund, replacement, repair, or other claim.
Suitable proof of purchase may include:
- Your TCG MASTERZ order confirmation
- Your order number
- A receipt or invoice
- A payment record reasonably identifying the transaction
- Other reasonable evidence that the Goods were purchased from TCG MASTERZ
A customer making a claim under the Australian Consumer Law does not necessarily need to have the original product packaging solely to establish their statutory rights.
18. Sale and Promotional Products
Products purchased during a sale, promotion, special offer, or using a discount code remain eligible for remedies required under the Australian Consumer Law.
Unless expressly stated otherwise before purchase, eligible sale and promotional products may also qualify for our voluntary 30-day change-of-mind policy subject to the conditions described in this policy.
A product will not be denied an Australian Consumer Law remedy merely because it was purchased at a discounted price.
19. Changes to This Policy
TCG MASTERZ may update this Returns and Refunds Policy from time to time to reflect changes to:
- Our return procedures
- Shipping or fulfilment arrangements
- Payment methods
- Products or services
- Business operations
- Applicable laws or regulatory requirements
Changes to this policy will not be used to remove statutory rights that apply to an Order under Australian law.
The latest version of this policy will be made available through:
20. Contact
For returns, refunds, damaged orders, incorrect products, missing products, pre-orders, or questions regarding this policy, contact:
TCG MASTERZ
Website: tcgmasterz.com
E-mail: info@tcgmasterz.com
