Refund and Returns Policy
This Refund and Returns Policy explains how returns, refunds and pre-order cancellations work at Obsidia Collectables. Every product we sell is genuine and factory sealed, and we want you to be happy with your order. If something is not right, this Returns Policy sets out exactly what you can expect from us.
Your rights under Australian Consumer Law
Our products come with guarantees under the Australian Consumer Law that cannot be excluded. If a product has a major failure, you can choose a refund or a replacement. For a minor problem, we can choose to replace the item or refund you. Nothing in this Returns Policy limits those rights. You can learn more about consumer guarantees from the ACCC.
Change-of-mind returns within 14 days
Under this Returns Policy, you can return an item for a change of mind within 14 days of delivery if it is:
- unopened and still factory sealed, with the shrink wrap intact
- in the same condition it was delivered in, with no damage, writing or stickers added
- returned with proof of purchase, such as your order number
Change-of-mind returns are sent at your cost, so please use a tracked and insured postage service. We refund the price of the item once we receive and check it. The original shipping cost is not refunded for change-of-mind returns.
Opened products, including booster packs or boxes with broken seals, cannot be returned for a change of mind.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or not as described, or we sent the wrong item, please contact us within 7 days of delivery. Include your order number and clear photos of the item, the outer packaging and the shipping label, and keep all packaging until your claim is finished.
Once we confirm the problem, we will send a replacement or give you a full refund, and we cover the cost of any return postage. If a replacement is out of stock, we will refund you in full.
Reporting within 7 days helps us lodge a claim with the carrier quickly. This timeframe does not reduce your rights under the Australian Consumer Law or this Returns Policy.
Booster packs and random contents
Booster packs, boxes and other blind products contain randomly assorted cards. Pull rates are set by the publisher, so we cannot guarantee specific cards or rarities, and not receiving a particular card is not a fault under this Returns Policy. Every product is sold factory sealed, exactly as it left the manufacturer.
Pre-order cancellations
You can cancel a pre-order at any time before the release date for a full refund. Just email us with your order number.
Release dates and stock allocations are set by publishers and distributors and can change. If a release is delayed, we will let you know, and you can keep your pre-order or cancel it for a full refund. If a product is cancelled or we cannot fill your pre-order, we will refund you in full.
How to request a return or refund
- Email sales@obsidiacollectables.com.au with your order number, the item and the reason for your request. Add photos for damaged, faulty or incorrect items.
- Wait for our reply with return instructions. Please do not send items back before contacting us.
- Pack the item carefully and send it back using the instructions we provide.
You can also start a request through our contact page.
When will I get my refund?
Once a refund is approved under this Returns Policy, we pay it to your original payment method within 1 to 3 business days. Your bank or payment provider may take a few extra days to show the funds in your account.
Questions about this Returns Policy
If you have a question about this Returns Policy, email sales@obsidiacollectables.com.au or use our contact page, and we will be happy to help. You can also read our Privacy Policy to see how we handle your personal information, or browse the shop.