Shipping policy

Returns & Refund Policy

Effective Date: November 19, 2025
Last Updated: November 19, 2025

Introduction

At PokeSource AU, we are committed to providing our customers with high-quality Pokémon Trading Card Game products and exceptional service. We understand that occasionally issues may arise with your order, and we have developed this comprehensive Returns & Refund Policy to address such situations fairly and transparently.

Please read this policy carefully before making a purchase. By placing an order with PokeSource AU, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions outlined in this Returns & Refund Policy.

General Policy Overview
Eligibility for Returns and Refunds
Non-Returnable Items and Exclusions
Damaged, Defective, or Incorrect Items
Sealed Product Guarantee
Missing Items or Incomplete Orders
Return Process and Procedures
Refund Processing and Timeline
Shipping Costs and Return Freight
Change of Mind Policy
Opened Products and Pack Pulls
Pre-Order Cancellations
Product Authenticity Guarantee
Contact Information and Dispute Resolution

1. General Policy Overview

PokeSource AU stands behind the quality and authenticity of all products we sell. This policy is designed to protect both our customers and our business by establishing clear guidelines for returns, refunds, and exchanges.

We reserve the right to assess each return request on a case-by-case basis and may request photographic or video evidence to support claims of damage, defects, or discrepancies. All return requests must be submitted within the timeframes specified in this policy to be considered eligible for refund or exchange.

This policy applies to all purchases made through our website (pokesource.com.au), eBay store, Amazon storefront, and any other authorized sales channels operated by PokeSource AU.

2. Eligibility for Returns and Refunds

Returns and refunds will be considered eligible under the following circumstances:

2.1 Error on Our Part

If we have made an error in fulfilling your order, including but not limited to:

Shipping the wrong item(s)
Shipping an incorrect quantity of items
Sending a different product variant than what was ordered
Sending a different set, edition, or language than what was specified in your order

In such cases, we will provide a full refund or replacement at no additional cost to you, including covering return shipping costs where applicable.

2.2 Damaged Items Upon Arrival

If your item(s) arrive damaged due to insufficient packaging, mishandling during our fulfillment process, or courier damage that occurred while in transit, you may be eligible for a refund or replacement.

Important: You must notify us within 48 hours of delivery and provide photographic evidence clearly showing:

The damaged product(s)
The external condition of the packaging/box
Any visible shipping damage to the outer packaging

We pack all items with appropriate protection, including bubble wrap, cardboard reinforcement, and secure packaging materials. However, we understand that shipping incidents can occur, and we will work with you to resolve any damage claims promptly and fairly.

2.3 Defective or Faulty Products

If you receive a product that is defective or faulty through no fault of your own (such as factory defects in sealed products, damaged seals from the manufacturer, or products that do not function as intended), we will assess the claim and provide a refund or replacement if we determine the defect originated before the item left our possession.

2.4 Missing Items from Your Order

If you have paid for items that were not included in your shipment, please contact us within 48 hours of receiving your order with your order number and details of the missing item(s). We will investigate the issue and either ship the missing items immediately or provide a refund for the items not received.

3. Non-Returnable Items and Exclusions

The following items and circumstances are NOT eligible for return, refund, or exchange:

3.1 Change of Mind

We do not accept returns or provide refunds based solely on change of mind, buyer's remorse, or deciding you no longer want the product after purchase. This includes but is not limited to:

Deciding you prefer a different product or set
Finding the same product cheaper elsewhere after your purchase
No longer wanting to complete your collection
Changing your mind about pre-ordered items after release (see Section 12 for pre-order cancellation policy)

Please ensure you are certain about your purchase before completing your order.

3.2 Opened Sealed Products

Any sealed Pokémon TCG products (booster boxes, elite trainer boxes, booster packs, tins, collection boxes, etc.) that have been opened, tampered with, or had their factory seal broken are NOT eligible for return or refund under any circumstances, except where the product was received damaged or defective as outlined in Section 2.

This policy exists to maintain product integrity and prevent the return of searched, weighed, or resealed products that could compromise the experience for other customers.

3.3 Individual Card Pulls and Pack Contents

We do not accept returns or provide refunds based on the contents of booster packs, elite trainer boxes, booster bundles, or any other randomized products. This includes:

Disappointment with pull rates
Not receiving specific chase cards, secret rares, or ultra rares
Receiving duplicate cards
Perceived "bad luck" with pack openings
Condition of cards pulled from packs (bends, print lines, centering issues, whitening) as these are manufacturing variances outside our control

All sealed Pokémon TCG products contain randomized contents determined by The Pokémon Company International, and PokeSource AU has no control over, knowledge of, or responsibility for the specific cards contained within sealed products.

3.4 Products Purchased from Third Parties

This returns policy applies exclusively to products purchased directly from PokeSource AU through our authorized sales channels. We cannot accept returns or provide refunds for products purchased from other retailers, resellers, or third-party marketplaces, even if those products were originally sourced from our inventory.

3.5 Items Without Proof of Purchase

All return requests must be accompanied by valid proof of purchase, including your order number, purchase date, and receipt or invoice. We cannot process returns or refunds without verification that the product was purchased from PokeSource AU.

3.6 Products Damaged Due to Customer Mishandling

We are not responsible for and will not accept returns for products that have been damaged after delivery due to:

Customer mishandling or improper storage
Exposure to water, heat, or other environmental damage
Pet damage, child damage, or other household incidents
Accidents occurring after the product was delivered in good condition

3.7 Sale Items and Clearance Products

Unless otherwise stated at the time of purchase, items purchased during sales, clearance events, or promotional periods are sold "as is" and may be subject to different return conditions. All sales on heavily discounted or clearance items are final unless the product is defective or damaged upon arrival.

4. Damaged, Defective, or Incorrect Items

We take great care in packaging and shipping all orders to ensure products arrive in perfect condition. However, if you receive an item that is damaged, defective, or incorrect, please follow these steps:

4.1 Inspection Upon Delivery

We strongly recommend that you inspect your package immediately upon delivery. Check for:

External damage to the shipping box or package
Condition of the sealed products inside
Accuracy of items received versus your order confirmation

4.2 Reporting Damage or Defects

If you identify any issues, you must contact us within 48 hours of delivery by emailing [your email address] with:

Your order number
A detailed description of the issue
Clear photographs showing:
- The damaged/defective/incorrect item(s)
- The condition of the outer packaging
- All sides of the product if applicable
- Any relevant shipping labels or damage indicators

Video evidence is highly recommended for high-value items or extensive damage claims, as this provides the most comprehensive documentation of the issue.

4.3 Assessment and Resolution

Upon receiving your claim, we will:

Review all submitted evidence within 1-2 business days
Determine whether the issue occurred before or during shipping
Verify the claim against our packing and quality control records
Provide a resolution, which may include:
- Full refund to your original payment method
- Replacement shipment of the affected item(s) at no charge
- Partial refund if only some items were affected
- Store credit for future purchases

We reserve the right to request the return of damaged or incorrect items before processing a refund or replacement. In cases where we determine the damage or error was our responsibility, we will provide a prepaid return shipping label at no cost to you.

4.4 Courier Damage Claims

If damage appears to have occurred during shipping, we may need to file a claim with our courier service. This process may take 5-10 business days. We appreciate your patience during this investigation, and we will keep you informed throughout the process.

Important: If you refuse delivery or do not report visible package damage to the courier at the time of delivery, it may affect our ability to file a successful damage claim with the shipping provider.

5. Sealed Product Guarantee

All Pokémon TCG products sold by PokeSource AU are guaranteed to be 100% authentic, factory-sealed products sourced from authorized distributors. We guarantee that:

All sealed products have not been opened, searched, weighed, or tampered with in any way
Products are sourced from legitimate distribution channels
Seals and packaging are intact as received from our suppliers
Products have been stored in appropriate conditions to prevent damage

If you receive a sealed product that shows evidence of tampering, resealing, or is not factory-sealed as described, please contact us immediately with photographic evidence. We will investigate and provide a full refund or replacement if we confirm the product was not in factory-sealed condition.

Note: Some manufacturer sealing methods vary by product and region. If you have concerns about the authenticity of sealing, please contact us before opening the product so we can verify and address your concerns.

6. Missing Items or Incomplete Orders

If your order arrives incomplete or you are missing items that were confirmed in your order confirmation email, please contact us within 48 hours of delivery.

6.1 Verification Process

We will verify your claim by:

Reviewing your order details and packing list
Checking our inventory and fulfillment records
Reviewing any available packing footage or records
Confirming the weight of the shipped package

6.2 Resolution

If we confirm that items were missing from your shipment due to our error, we will immediately:

Ship the missing items via express post at no additional charge, OR
Provide a full refund for the missing items

Please note: We pack orders carefully and conduct quality checks, but human error can occasionally occur. We appreciate your patience and understanding as we work to resolve any missing item issues promptly.

7. Return Process and Procedures

If your return request is approved, please follow these procedures:

7.1 Return Authorization

Do not return any items without first receiving return authorization from PokeSource AU. Unauthorized returns may not be processed or refunded.

To request a return authorization:

Email us at [your email address] with your order number and reason for return
Wait for our response approving your return (typically within 1-2 business days)
Follow the return instructions provided in our response

7.2 Packaging Returns

When returning items, please:

Pack items securely using appropriate protective materials
Include a copy of your original invoice or order confirmation
Include a note with your order number, return reason, and contact information
Seal the package securely to prevent damage during return transit

You are responsible for ensuring returned items arrive back to us in the same condition they were sent. We recommend using tracked and insured shipping for all returns, as we cannot be held responsible for items lost or damaged during return transit.

7.3 Return Shipping Address

Once your return is authorized, we will provide you with our return shipping address. Please do not send returns to any address not explicitly provided by PokeSource AU, as this may result in delays or lost packages.

7.4 Return Shipping Costs

If the return is due to our error (wrong item, damaged item, defective item): We will provide a prepaid return shipping label or reimburse your return shipping costs upon receipt of the item.
If the return is not due to our error: You are responsible for all return shipping costs, and these costs will not be refunded.

8. Refund Processing and Timeline

8.1 Refund Methods

Approved refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or third-party accounts.

Refund options include:

Full refund to original payment method
Store credit for future purchases (may include bonus credit as a goodwill gesture)
Replacement product shipped at no additional charge

8.2 Refund Timeline

Once we receive and inspect your returned item(s):

Inspection period: 2-3 business days to verify the condition and confirm eligibility
Refund processing: 3-5 business days after approval
Bank processing time: 5-10 business days depending on your financial institution

Total refund timeline: Please allow up to 10-15 business days from the date we receive your return for the refund to appear in your account.

8.3 Partial Refunds

In some circumstances, we may issue a partial refund if:

Only some items in your order are eligible for return
Returned items show signs of use or damage that occurred after delivery
Original packaging is missing or damaged (at our discretion)

We will always communicate with you before processing any partial refunds to ensure you understand and agree to the adjusted refund amount.

8.4 Restocking Fees

PokeSource AU does not typically charge restocking fees for approved returns. However, we reserve the right to apply a restocking fee (up to 15% of the purchase price) in cases of excessive returns, suspected abuse of our returns policy, or returns that do not meet our standard return conditions.

9. Shipping Costs and Return Freight

9.1 Original Shipping Costs

Original shipping costs are non-refundable unless:

We shipped the wrong item
The item arrived damaged due to our packaging or handling
The item was defective or not as described

If you received free shipping on your original order and you are returning items that reduce your order total below the free shipping threshold, we reserve the right to deduct the original shipping cost from your refund.

9.2 Return Freight Responsibility

Our error: We cover all return shipping costs
Not our error: Customer is responsible for return shipping costs
Refused delivery: If you refuse delivery of a package for reasons not covered under this policy, you will be responsible for all shipping costs (both original and return freight), and these costs may be deducted from any refund issued.

10. Change of Mind Policy

PokeSource AU does not accept returns or provide refunds for change of mind purchases.

This policy is in place to protect the integrity of our sealed products and ensure all customers receive authentic, untampered items. We cannot accept returns on sealed Pokémon products due to the risk of pack searching, weighing, or resealing.

10.1 Before You Purchase

Please carefully consider your purchase before completing your order. Review:

Product descriptions and specifications
Product images
Set information and release dates
Pricing and shipping costs
Your budget and collection needs

10.2 Questions Before Purchase

If you have any questions about a product before purchasing, please contact us at [your email address]. We're happy to provide additional information, photos, or details to help you make an informed decision.

Once a purchase is completed and shipped, we cannot accept returns based on change of mind, buyer's remorse, or finding a better price elsewhere.

11. Opened Products and Pack Pulls

11.1 No Returns on Opened Products

Once a sealed Pokémon TCG product has been opened, it is no longer eligible for return or refund under any circumstances, except in cases where:

The product was received already opened or with a broken seal
The product was defective in a way that was not visible before opening (manufacturing defects)
We specifically authorized opening the product to verify a defect claim

11.2 Randomized Content Disclaimer

All booster packs, booster boxes, elite trainer boxes, tins, and collection boxes contain randomized cards determined by The Pokémon Company International's manufacturing and collation processes. PokeSource AU:

Has no knowledge of the contents of any sealed product
Does not search, weigh, or tamper with any products
Cannot guarantee specific pull rates or chase cards
Is not responsible for the quality, centering, or condition of cards as packed by the manufacturer

Pull rates, card quality, and pack contents are entirely outside our control and are not grounds for returns or refunds.

11.3 Manufacturing Defects in Cards

If you receive cards with significant manufacturing defects (such as crimping, severe print errors, or wrong cards for the set) directly from a sealed product purchased from us, please contact The Pokémon Company International directly through their customer service channels, as these issues are covered under their manufacturer warranty, not our returns policy.

12. Pre-Order Cancellations

12.1 Pre-Order Cancellation Window

Pre-orders may be cancelled for a full refund under the following conditions:

Cancellation request is made at least 30 days before the official release date
The product has not yet been shipped
The cancellation is requested via email to [your email address] with your order number
We can offer partel refunds for pre orders depending on the order.

12.2 Late Cancellation Requests

Cancellation requests made within 7 days of release or after the product has shipped are subject to our standard return policy and may not be eligible for refund if they constitute a change of mind after the product has been allocated or shipped.

12.3 Pre-Order Changes and Updates

If you need to modify your pre-order (change quantity, add items, update shipping address), please contact us as soon as possible. We can accommodate changes up until the product is packed for shipping, typically 1-3 days before release.

12.4 Pre-Order Price Guarantee

If we reduce the price of a pre-ordered item before it ships, we will honor the lower price automatically. However, if prices increase after you place your pre-order, your price remains locked at the original pre-order price.

13. Product Authenticity Guarantee

PokeSource AU guarantees that all products sold are 100% authentic Pokémon TCG products sourced from authorized distributors and legitimate supply chains.

13.1 Our Commitment

We guarantee:

All products are genuine Pokémon merchandise
No counterfeit, fake, or reproduction items
Products are sourced from authorized distributors in Australia
All sealed products are factory-sealed and untampered

13.2 Authenticity Concerns

If you believe you have received a counterfeit or non-authentic product, please contact us immediately with:

Detailed explanation of your concerns
Photographs of the product, packaging, and any identifying features
Comparison to known authentic products if available

We take authenticity concerns very seriously and will investigate all claims thoroughly. If we confirm that a product is not authentic, we will provide a full refund and take immediate steps to identify and rectify the source of the counterfeit product.

14. Contact Information and Dispute Resolution

14.1 How to Contact Us

For all returns, refunds, and policy questions, please contact us at:

Email: [your email address]
Subject Line: Include your order number and "Returns Request" or "Refund Inquiry"
Response Time: We aim to respond to all inquiries within 1-2 business days (Monday-Friday, excluding public holidays)

14.2 Dispute Resolution

If you are not satisfied with our response to your return or refund request, please:

Contact us again explaining your concerns and desired resolution
Request to escalate your case to a manager
Allow us 2-3 business days to review and provide a final decision

We are committed to resolving all disputes fairly and in good faith.

14.3 Australian Consumer Law

Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law (ACL) or other applicable consumer protection legislation. Our products come with guarantees that cannot be excluded under the ACL, including:

Products must be of acceptable quality
Products must match descriptions provided
Products must be fit for purpose

If you believe your statutory consumer rights have been violated, you may contact the Australian Competition and Consumer Commission (ACCC) or your local consumer protection agency.

14.4 Policy Updates

PokeSource AU reserves the right to update, modify, or amend this Returns & Refund Policy at any time. Any changes will be posted on our website with an updated "Last Updated" date. Continued use of our services after policy changes constitutes acceptance of the updated policy.

The version of the policy in effect at the time of your purchase will govern your return and refund rights for that specific order.

Summary

At PokeSource AU, we stand behind our products and our service. While we cannot accept returns for change of mind or opened products, we are committed to making things right when genuine errors or defects occur.

We will always:

Fix our mistakes at no cost to you
Replace or refund damaged items
Ship correct items if we sent the wrong product
Respond to your concerns promptly and professionally
Honor our authenticity guarantee

We cannot:

Accept returns on opened sealed products
Refund based on pack pulls or card contents
Accept change of mind returns
Control manufacturing defects in cards
Guarantee specific cards or pull rates

Thank you for choosing PokeSource AU for your Pokémon TCG needs. We appreciate your business and your understanding of our policies.

This policy is effective as of November 19, 2025, and applies to all purchases made through PokeSource AU's authorized sales channels.

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