Returns and Refunds Policy

Effective date: 20/07/2026

Returns and Refunds

We want you to feel confident when ordering from TGM Collectibles. We carefully check and pack orders before dispatch, but we understand that sometimes an item may arrive damaged, be incorrect or otherwise not meet the standards required by law.

This policy explains:

• when change-of-mind returns may be considered;

• which products cannot be returned for change of mind;

• what to do if an item is faulty, damaged, incorrect or missing;

• how refunds and replacements are handled; and

• your rights under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot legally be excluded.

Australian Consumer Law

Products sold by TGM Collectibles come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, you may be entitled to a repair, replacement, refund or compensation if a product:

• is faulty or defective;

• is unsafe;

• is not of acceptable quality;

• is materially different from its description or images;

• is not fit for its usual purpose;

These rights apply in addition to any voluntary change-of-mind arrangements described below. They are not limited by a manufacturer’s warranty.

Change of Mind — Trading-Card Products

We do not accept change-of-mind returns, exchanges or store-credit requests for trading-card products.

This includes:

• booster boxes;

• booster packs;

• elite trainer boxes;

• collection boxes;

• tins;

• decks;

• promotional card products;

• individual trading cards;

• randomised or mystery products; and

• other sealed trading-card products.

This applies even if the product remains sealed.

Change-of-mind situations include where you:

• no longer want or need the product;

• ordered the wrong set, product or quantity;

• found the product cheaper elsewhere;

• expected a particular card or rarity;

• are unhappy with the pull results;

• expected a different resale value;

• ordered a Korean-language product without checking the disclosed language; or

• did not read the product description before ordering.

This section does not apply where the product is faulty, damaged or incorrectly supplied.

Change of Mind — Trading-Card Accessories

We may accept a change-of-mind return for an eligible trading-card accessory if you contact us within 14 days of receiving the order and all of the conditions below are met.

Eligible accessories may include:

• binders;

• sleeves;

• deck boxes;

• toploaders;

• storage products;

• card-protection products; and

• similar collecting accessories.

To be eligible, the item must:

• be unused;

• be unopened where the product was supplied in sealed packaging;

• be in as-new and resaleable condition;

• include all original packaging, labels, inserts, accessories and components;

• have packaging that is unmarked, undamaged and not crushed, torn or altered; and

• be accompanied by reasonable proof of purchase.

Sleeves and other products supplied in sealed plastic packaging cannot be returned for change of mind once the packaging has been opened, cut, torn or otherwise unsealed.

Approval of a change-of-mind return is subject to our inspection of the item after it is received.

If the returned item does not meet these conditions, we may:

• decline the return;

• return the product to you at your expense; or

• offer partial store credit at our discretion.

Change of Mind refunds are subject to a fee of 6% which will be deducted from the refund amount. This amount covers the payment processing fees charged throughout the payment process.

Change-of-Mind Return Postage

You are responsible for the cost of returning an accessory for change of mind.

We strongly recommend using a tracked postage service and packaging the product carefully. You remain responsible for the return until it is delivered to us.

Original delivery charges are not refunded for an approved change-of-mind return.

Please contact us before sending an item back. Returns sent without approval or to an unconfirmed address may be delayed or returned to the sender.

Exchanges

We do not process direct exchanges.

Where an eligible accessory is approved for a change-of-mind return, the simplest process is to:

1. return the original item for an approved refund; and

2. place a separate order for the replacement item.

The replacement product is not reserved while the return is being processed and remains subject to availability.

Sealed and Randomised Products

Trading-card packs, booster boxes and other sealed products contain randomised contents.

The following are not, by themselves, evidence that a product is faulty:

• not receiving a desired card;

• not receiving a particular rarity;

• receiving duplicate cards;

• dissatisfaction with pull rates;

• dissatisfaction with the monetary value of the contents;

• a card not receiving an expected grading result;

• market prices changing after purchase; or

• another customer receiving different cards from the same product type.

Unless expressly stated in the product listing, we do not guarantee:

• a particular card;

• a particular rarity;

• a particular pull rate;

• a minimum financial value;

• a grading outcome;

• resale performance; or

• investment performance.

Opening a product does not remove rights that cannot legally be excluded. However, dissatisfaction with legitimately randomised contents does not create a change-of-mind return entitlement.

Korean-Language and Regional Products

Products identified as Korean are Korean-language products.

Korean products may differ from English, Japanese and other regional releases in areas including:

• printed language;

• packaging;

• card lists;

• pack or box configuration;

• promotional items;

• release information; and

• product contents.

The product language will be identified on the relevant product page.

Ordering the wrong language or regional version after this information was clearly disclosed is considered a change-of-mind purchase and does not qualify for a return.

A remedy may still be available if:

• the language or regional version supplied differs from the one ordered;

Faulty or Damaged Products

We carefully inspect and pack orders, but please contact us if a product arrives damaged or appears to be faulty.

You will be required to provide:

• your name;

• order number;

• a description of the problem;

• photographs of the product;

• photographs of the packaging before and after being opened;

• photographs of the parcel and shipping label where relevant; and

• a short video if the problem cannot be shown clearly in photographs.

Please keep the product, outer parcel and internal packaging until we confirm whether they are required for assessment.

We may need to inspect the item before confirming the appropriate remedy. If the required evidence of the fault or damage is not provided, we will be unable to consider any remedy or refund.

Packaging Condition

We understand that packaging condition can be important to collectors.

When assessing a concern about packaging, we may consider:

• how the product was described;

• any condition notes or photographs taken by us before being packaged;

• the nature and price of the product;

• whether the product was sold as display-quality or collector-quality;

• whether the damage is material;

• whether the product remains sealed and usable; and

• what a reasonable customer would consider acceptable for that type of product.

Minor manufacturing marks, print variations or packaging imperfections may not qualify for a remedy.

Major Problems

A product may have a major problem where, for example:

• it is unsafe;

• it is substantially different from its description or sample;

• it has a problem that would have stopped a reasonable person from buying it if they had known about the problem;

• it cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or

• it cannot be used for a purpose made known to us before purchase and cannot easily be fixed.

Where a product has a major problem, you may generally choose between:

• a refund; or

• a replacement of the same type or a reasonably equivalent product, subject to availability.

You may also choose to keep the product and seek compensation for the reduction in its value.

Minor Problems

Where a product has a minor problem, TGM Collectibles may initially choose an appropriate remedy.

Depending on the product and the issue, this may include:

• replacement;

• refund; or

• another appropriate way of resolving the problem.

Incorrect or Missing Items

We carefully check orders before dispatch, but please contact us promptly if:

• you receive the wrong item;

• a product is missing;

• the quantity supplied is incorrect; or

• the product materially differs from what you ordered.

Include:

• your order number;

• a description of the issue;

• photographs of the products received;

• photographs of the parcel and shipping label; and

• a photograph of any packing slip included with the order.

Where we have supplied an incorrect item or quantity, we will arrange an appropriate remedy.

This may include:

• sending the missing item;

• sending the correct item;

• arranging return of the incorrect item;

• providing a replacement; or

• providing a refund.

We will cover reasonable return postage where an incorrect product must be returned.

How to Request a Return or Remedy

Email: support@tgmcollectibles.com.au

Contact form: Contact Us

Include:

• your full name;

• order number;

• the affected product;

• a clear description of the issue;

• when the issue was discovered;

• the outcome you are requesting; and

• relevant photographs or video.

We will review the information and provide return instructions where required.

Do not send a product to an address shown on the original shipping label unless we confirm that it is the correct returns address.

Proof of Purchase

We may request reasonable proof that the product was purchased from TGM Collectibles.

Proof may include:

• an order-confirmation email;

• receipt or tax invoice;

• order number;

• customer-account order history;

• payment-provider record;

• card or bank statement; or

• another record that reasonably identifies the transaction.

Return Postage for Faulty or Incorrect Products

Where a product is faulty, damaged or incorrectly supplied, we may:

• provide a prepaid return label;

• arrange collection;

• ask you to use an agreed postage method; or

• reimburse reasonable agreed postage costs.

Please contact us before paying for return postage.

We may not reimburse premium, express or unusually expensive return postage selected without prior agreement.

Refunds

Once a return has been received and assessed, we will contact you by email to confirm the outcome.

Approved refunds will ordinarily be issued to the original payment method used at checkout unless:

• another method is agreed with you;

Once approved, we aim to process refunds within five business days. Your bank or payment provider may require additional time before the funds appear in your account.

Where only part of an order is affected, the refund will only be limited to:

• the affected product;

Sale and Discounted Products

Sale, clearance and discounted products remain covered by the Australian Consumer Law.

A product is not excluded from a remedy merely because:

• it was discounted;

• it was described as clearance stock;

• a promotional code was used; or

• it was purchased during a sale.

A remedy may not be available for a specific defect where:

• the defect was clearly disclosed before purchase;

• the defect was the reason the product was discounted; and

• you accepted the disclosed condition when purchasing.

Preorders

Product-specific preorder conditions will be displayed before purchase where preorders are offered.

A preorder will not qualify for a change-of-mind refund simply because:

• you no longer want the product;

• you found it elsewhere;

• an estimated release date changed; or

• you placed another order.

If we cannot supply a prepaid preorder, we will refund the amount paid for that product.

We recommend placing any preorders separate to other products you may be purchasing, any items purchased in the same cart as a preorder will be held until the preorder item is available to be shipped.

Customer-Caused Damage

You may not be entitled to a remedy where the problem was caused by:

• misuse;

• accidental damage after delivery;

• improper storage;

• exposure to moisture, heat or sunlight;

• unauthorised modification;

• failure to follow reasonable instructions;

• normal wear and tear; or

• another event unrelated to the condition of the product when supplied.

Changes to this Policy

We may update this Returns and Refunds Policy from time to time to reflect changes to our business practices, products, website or legal obligations.

The current version will be published on our website with an updated effective date. Changes will generally apply to purchases made on or after that effective date.

An update to this Policy will not retrospectively remove or reduce any rights relating to a purchase already made. The policy in effect when your order was placed will generally continue to apply to that order, except where a change is required by law or provides you with greater rights.

Return requests, refund enquiries and questions about this policy can be sent to:

TGM Collectibles

ABN: 20 129 498 864

Email: support@tgmcollectibles.com.au

Contact form: Contact Us