Refund policy

REFUND AND RETURNS POLICY

Last updated: 16 September 2026

This policy applies to purchases made from The Collector’s Guild through thecollectorsguild.com.au.

Australian Consumer Law

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

If a product is faulty, damaged, unsafe, significantly different from its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy.

Nothing in this policy limits your rights under the Australian Consumer Law.

Problems with an order

If there is a problem with your order, contact enquiry@thecollectorsguild.com.au as soon as reasonably possible and provide:

  • Your name and order number

  • A description of the problem

  • Photographs of the product, packaging and shipping label where relevant

For products damaged during delivery, please retain the product and packaging while we assess the issue. Providing photographs helps us resolve claims quickly, but does not replace or limit your legal rights.

Change-of-mind returns

We do not normally accept returns, refunds or exchanges because you:

  • Changed your mind

  • Found the product cheaper elsewhere

  • No longer want or need the product

  • Dislike the randomly allocated contents of a Mystery Pack

  • Did not receive a particular chase product where that product was not guaranteed

We may approve a change-of-mind return at our discretion. Any approved product must be returned unused, unopened and in its original saleable condition. The customer is responsible for return postage for a discretionary change-of-mind return.

Trading cards

Raw trading cards are sold according to the condition stated in the listing and the photographs provided.

Raw cards are not professionally graded unless expressly stated. We do not guarantee that a raw card will receive any particular grade from PSA, CGC, BGS or another grading company.

Normal manufacturing variations relating to centring, print lines, cutting and similar characteristics are not necessarily faults, provided the card has been accurately described.

Sealed products

Sealed products must remain sealed to qualify for a discretionary change-of-mind return. Opening a sealed product does not remove any rights that apply under the Australian Consumer Law where the product is faulty, damaged or misdescribed.

We cannot provide a refund merely because the contents, pull rates or cards obtained from an opened sealed product did not meet the customer’s expectations.

Mystery Packs

Mystery Packs contain randomly allocated products together with any guaranteed contents described on the relevant product page.

Published odds apply to the complete stated production batch. They do not mean that a chase product will appear within every smaller number of consecutive orders.

We do not provide refunds based solely on the perceived market value, desirability or randomly allocated contents of a Mystery Pack. We will provide an appropriate remedy if the pack does not contain its advertised guaranteed contents or is otherwise faulty, damaged or materially different from its description.

Order cancellations

Contact us immediately if you wish to cancel an order. We may cancel and refund an order that has not entered processing or been dispatched.

Once an order has been dispatched, it cannot ordinarily be cancelled and will be handled under this returns policy.

Approved returns and refunds

Do not return a product without contacting us first. We will provide return instructions and the appropriate return address after approving a return.

Where we are responsible for the problem, we will cover reasonable return-postage costs.

Approved refunds are returned to the original payment method. Processing by your bank or payment provider can take additional time after the refund has been issued.

Contact

Email: enquiry@thecollectorsguild.com.au
Website: thecollectorsguild.com.au