Refund Policy

REFUND POLICY
Last Updated: 22/3/25

1. Introduction
At Trade Monsters (“we,” “our,” “us”), we aim to deliver quality card products and excellent
customer service. This Refund Policy outlines your rights and obligations in relation to
returns, refunds, and exchanges, subject to the Australian Consumer Law (ACL) and our
internal policies. By making a purchase from www.trademonsters.com.au (“Website”), you
acknowledge that you have read, understood, and agree to this Refund Policy.

2. Sealed Product Refund Policy
Due to the nature of sealed products in the trading card game (TCG) industry, we do not
accept returns for change of mind or dissatisfaction with contents, such as the rarity or
value of cards received. As a collectibles retailer, we do not guarantee specific outcomes
from sealed items, and such factors do not qualify for refunds.
However, if a sealed product arrives significantly damaged (beyond minor packaging wear)
or you receive an incorrect item, you may be eligible for a remedy in accordance with this
Policy. Please contact us promptly at support@trademonsters.com.au with supporting
details so we can assist you accordingly. Eligibility for remedies under this Policy is subject
to our assessment and discretion.

3. No Refunds for Change of Mind
We do not offer refunds or accept returns for change of mind. Once an order has been
confirmed, it is considered final and cannot be refunded simply because you have decided
you no longer want the item. Returns are only accepted if you received an incorrect order or
if the item is severely damaged (subject to our judgment). We are committed to resolving
such issues fairly and promptly where justified. Additionally, minor imperfections in
packaging, such as slight dents, scratches, or other superficial blemishes that do not
compromise the functionality or condition of the product itself, are not regarded as defects
or damage.

4. Eligibility for Returns and Refunds
a. Faulty, Damaged, or Incorrect Items
Customers may be eligible for a return or refund only where the product is defective,
damaged, or incorrect. We accept returns or exchanges strictly in circumstances where the
item received is faulty in a manner that breaches consumer guarantees under the Australian
Consumer Law (ACL), has sustained damage during transit that materially affects its
usability or condition, or is an incorrect item that is, not the product that was ordered.
b. Timeframes
All returns and refunds must be requested within 7 days of receiving your order, unless
another timeframe is specified by law or in this Policy. Failure to contact us within this period
may result in your claim being refused.
c. Consumer Guarantees
Nothing in this Policy limits or excludes the rights and remedies you may have under the ACL.
You are entitled to remedies for goods that are faulty, not as described, or unfit for purpose
even if our standard return/refund window has passed.

5. How to Request a Return or Refund
To request a return or refund, contact us at support@trademonsters.com.au or via our
official social media channels within seven (7) days of receiving your order. Include your
order number, photos or videos of the item and packaging, and a brief description of the
issue. Our team will review your request and respond within 24 to 48 hours. If approved, we
may provide a return postage label. Once the item is received and inspected, and the issue
confirmed, we will offer an exchange, store credit, or refund, depending on the
circumstances.

6. Refund Method and Processing
a. Original Payment Method
All approved refunds will be issued to the original payment method used at the time of
purchase. For credit or debit card payments Refunds will be processed within 14 business
days of approval. Delays beyond this period due to third-party processors (e.g., banks) are
outside our control. If the original payment was made via PayPal using either a bank transfer
or PayPal balance, the refund will be credited back to your PayPal balance. If the PayPal
payment was made using a credit card, the funds will be returned to that card. All PayPal
refunds are processed in Australian Dollars (AUD) based on PayPal’s prevailing exchange
rate at the time of the transaction.
b. Shipping Costs and Fees
If the return is not due to an error on our part, such as a change of mind or the item not being
faulty, you may be responsible for the cost of return shipping.

7. Pre-Orders and Special Orders
a. Grace Period
Pre-orders may have a limited grace period (e.g., 3 days from the time of order) during which
you can cancel and receive a refund. After this period, the pre-order becomes nonrefundable
unless there is a major failure under the ACL.
b. Release Date & Shipping Delays
Pre-order items will not be eligible for a refund due to standard shipping or production delays
that are outside our control, unless these delays are significant (over 28 business days
beyond the estimated release date, or as otherwise required by law).

8. Out-of-Stock Items
a. Refund or Replacement
If an item you ordered is found to be out of stock, we will contact you to offer a resolution.
You will have the option to receive a refund for the unavailable item or select a replacement
product of equal value. We are committed to ensuring transparency and fairness in such
situations and will work with you to reach a suitable outcome.
b. Partial Fulfillment
For single-card orders, if any card is out of stock, we may refund just that card and ship the
rest of your order without contacting you, unless you have indicated a preference to be
notified beforehand.

9. Cancellations Prior to Shipment
You may request a cancellation if your order has not yet shipped.
We reserve the right to decline or approve the cancellation request based on whether the
item is a special order, pre-order, or any other constraints. If approved, we will process a
refund to your original payment method.

10. Liability and Additional Terms
a. Risk of Loss
Once items are shipped and tracking information is provided, the risk of loss transfers to you.
Lost, stolen, or delayed packages are the responsibility of the carrier unless the ACL states
otherwise.
b. No Warranties Beyond ACL
We do not provide any warranties or guarantees beyond those required by the ACL and those
expressly stated in this Policy or our Terms of Use.
c. Nothing in This Policy
Nothing in this Policy limits or excludes the rights and remedies you may have under the ACL.
If there is any conflict between this Policy and the ACL, the ACL prevails to the extent of the
conflict.

11. Changes to This Refund Policy
We may revise or update this Refund Policy from time to time to reflect changes in our
operations or legal obligations. Any material changes will be communicated via a prominent
notice on our Website or by email (if we have your contact details). Your continued use of our
Website or services after any modifications indicates acceptance of the updated Policy.

12. Contact Us
If you have any questions or concerns about this Refund Policy, or you wish to make a refund
request, please contact us:
Trade Monsters
Email: support@trademonsters.com.au
Website: www.trademonsters.com.au

We will make every effort to address your concerns and provide a timely resolution.