Refund policy

Last updated: October 31, 2026

1. Australian Consumer Law (ACL) Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure or acceptable quality issue includes:

The item arrives damaged or compromised during transit despite protective packaging.
The item received is significantly different from its description (e.g., incorrect card, wrong rarity, or incorrect quantity).
The item is counterfeit or not an authentic, officially licensed product (we guarantee 100% genuine cards).

2. Transit Damage & Discrepancies (Within 48 Hours)

Because trading cards are delicate collectible items whose condition directly determines their value, transit damage or order discrepancies must be reported promptly:

Inspection Notice: Please inspect your order immediately upon delivery.
Notification Window: If your package arrives damaged or contains an incorrect item, contact us within 48 hours of delivery through our Contact page or via email.
Evidence Required: Include your Order Number, a clear description of the issue, and clear photographs showing:
- The exterior shipping parcel and packaging materials.
- The front and back of the affected card(s).
Resolution: Upon review, we will provide a prepaid return label (if return is required) and immediately issue your choice of a free replacement (if stock is available) or a full refund to your original payment method.

3. Change of Mind Returns (14-Day Window)

We offer a 14-day change-of-mind return period from the date your tracking confirms delivery, subject to strict collectible condition criteria:

Eligibility Requirements:

Single Trading Cards: Must remain strictly in the exact condition dispatched: unplayed, pack-fresh Near Mint (NM), inside their original protective penny sleeves and rigid toploaders, with any security seals intact.
Upgrade Packages & Sealed Kits: Must remain factory sealed and unopened in their original protective packaging.
Supplies & Accessories (Sleeves, Toploaders, Deck Boxes): Must be unopened, undamaged, and in original packaging.

Ineligible for Change of Mind:

Any single card that has been removed from its toploader, shuffled, played, or shows signs of handling, surface wear, corner dings, or edge whitening.
Custom-assembled deck orders or clearance/final sale items where expressly indicated.

Return Shipping Costs:

For change-of-mind returns, the customer is responsible for safe return shipping.
We strongly recommend using Australia Post Tracked Parcel Post with rigid protective packaging. CyberFox TCG cannot be held liable for items lost or damaged in transit back to us.

4. How to Initiate a Return

Submit a Request: Contact our team via our Contact Page with your Order Number and the reason for your return.
Return Authorization: We will review your request within 24 business hours and provide our return mailing address in Perth, Western Australia, along with a Return Merchandise Authorization (RMA) reference.
Safe Packaging: Re-pack the cards using the original protective materials (sleeves, toploaders, cardboard reinforcement) so the cards do not bend or incur damage during return transit.
Dispatch & Tracking: Lodge the parcel with Australia Post and share the tracking number with us.

5. Refund Processing

Inspection: Once your return parcel arrives at our Perth facility, our team will inspect the item(s) within 2 business days to verify card condition and authenticity.
Approval & Payout: Once approved, your refund will be automatically processed to your original payment method (Visa, Mastercard, Shop Pay, PayPal, Apple Pay, or Google Pay).
Processing Time: Banks and payment providers typically take 3 to 5 business days to credit the funds back to your statement. Initial outbound shipping charges are non-refundable for change-of-mind returns.

6. Order Cancellations & Modifications

We dispatch orders placed before 12:00 PM AWST on the same business day:

Before Dispatch: If you wish to cancel or modify your order, please notify us immediately via our Contact page. If Australia Post has not yet collected the parcel, we will cancel the order and issue a full refund immediately.
After Dispatch: Once tracking has been generated and the parcel is in transit, the order cannot be intercepted and must follow the standard return process upon arrival.