Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at jess@pacifictcgstore.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at jess@pacifictcgstore.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at jess@pacifictcgstore.com.

Refund & Returns Policy | Pacific TCG Store Australia

Last updated: 25 August 2026

Thank you for shopping with Pacific TCG Store.

We want you to shop with confidence when purchasing TCG products from us.

This policy explains how returns, refunds, damaged orders, incorrect products, change-of-mind returns and pre-order cancellations are handled.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).

1. 30-Day Change-of-Mind Returns

Pacific TCG Store offers eligible customers a 30-day change-of-mind return period.

You have 30 days from the date your order is delivered to request an eligible change-of-mind return.

To qualify for a change-of-mind return, the product must:

• Be unused and in the same condition in which it was received
• Be unopened
• Have all original factory seals and shrink wrap intact
• Be in its original packaging
• Be suitable for resale as a new product
• Include proof of purchase or your Pacific TCG Store order number

Please contact us at pacifictcgstore@gmail.com before sending anything back.

Returns sent to us without prior approval may not be accepted.

Return shipping for change-of-mind returns

Customers are responsible for return shipping costs for approved change-of-mind returns.

We recommend using a tracked shipping service and packaging the item securely.

Original shipping charges are generally not refundable for change-of-mind returns.

2. Products Not Eligible for Change-of-Mind Returns

Because of the nature of trading cards and collectible products, we generally cannot accept change-of-mind returns for:

• Opened booster boxes
• Opened booster packs
• Products with removed or damaged factory seals or shrink wrap
• Opened special sets or collection boxes
• Individual trading cards
• Professionally graded cards
• Products that have been used, altered or damaged after delivery
• Gift cards
• Clearance or final-sale products where clearly identified as such

These exclusions apply only to change-of-mind returns.

They do not affect your rights under Australian Consumer Law if a product is faulty, damaged, incorrectly described or otherwise fails to meet an applicable consumer guarantee.

3. Damaged, Faulty or Incorrect Products

We take care when packing every Pacific TCG Store order, particularly sealed trading card products where packaging condition can be important to collectors.

If you receive an item that is:

• Damaged
• Faulty
• Incorrect
• Missing from your order
• Significantly different from its description

please contact us as soon as reasonably possible at pacifictcgstore@gmail.com.

Where possible, please include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the shipping packaging
• Photographs of any visible damage

This helps us assess and resolve the issue quickly.

We encourage customers to contact us promptly after delivery, particularly for shipping damage. However, your rights under Australian Consumer Law are not limited to a seven-day claim period.

You also do not need to retain original packaging in order to exercise a statutory right where Australian Consumer Law applies, although photographs and packaging may assist us in investigating transit damage.

4. Australian Consumer Law

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

If a product fails to meet an applicable consumer guarantee, you may be entitled to a remedy.

For a major problem, you may be entitled to choose between a refund or replacement.

For a minor problem, we may be entitled to provide an appropriate remedy in accordance with Australian Consumer Law.

A product may have a major problem where, for example, it:

• Is unsafe
• Is substantially different from its description
• Has a serious problem that would have prevented a reasonable customer from purchasing it had they known about it
• Cannot be used for its normal purpose and cannot easily be fixed within a reasonable time

Nothing in this Refund Policy limits these statutory rights.

5. Trading Card Packaging & Minor Imperfections

Trading card products can sometimes have minor manufacturing or distribution imperfections.

These may include small variations in:

• Shrink wrap
• Factory seals
• Box corners
• Packaging alignment
• Printing
• Surface finish

We package orders carefully to minimise damage during shipping.

For collectible sealed products, we recognise that the condition of the packaging may form an important part of the product.

Whether packaging damage gives rise to a return, replacement or refund will depend on the nature and severity of the issue, how the product was described and your rights under Australian Consumer Law.

Please contact us with photographs if you have concerns about the condition of an item you receive.

6. Opened Booster Boxes, Packs & Randomised Products

Trading card booster boxes, booster packs and similar products contain randomised cards.

We cannot provide refunds or exchanges simply because:

• You did not receive the card you wanted
• You did not receive a particular rarity
• The pull rate was lower than expected
• The cards pulled have a lower market value than expected
• The secondary-market price of a card or product changes

Once a sealed trading card product has been opened, it generally cannot be returned for change of mind.

This does not affect any rights you may have if the product itself is faulty, counterfeit, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

7. Pre-Orders

Pacific TCG Store regularly offers pre-orders for upcoming Pokémon, One Piece and other TCG releases.

A pre-order allows you to reserve a product before it is available for immediate dispatch.

Estimated release and arrival dates are based on information provided by manufacturers, suppliers and distributors.

Trading card release dates and Australian arrival dates can change due to circumstances outside our reasonable control, including:

• Manufacturer delays
• Distributor delays
• Allocation changes
• International freight delays
• Customs processing
• Changes to official release dates

Any pre-order release date displayed on our website should be treated as an estimate unless expressly stated otherwise.

8. Cancelling a Pre-Order

Placing a pre-order helps us commit stock with our suppliers, particularly for limited and high-demand TCG releases.

If you wish to cancel a pre-order before it has been dispatched, please contact us at pacifictcgstore@gmail.com as soon as possible.

Change-of-mind pre-order cancellations are not automatically guaranteed.

We will assess cancellation requests based on factors such as:

• Whether stock has already been committed or paid for with our supplier
• Whether the order has entered fulfilment
• Whether costs associated with the order can reasonably be recovered

Where we agree to a change-of-mind cancellation, we may offer a refund or store credit depending on the circumstances.

Where permitted by law, any deduction or cancellation charge applied will be limited to reasonable costs associated with the cancelled order rather than an automatic percentage of the purchase price.

We do not apply an automatic 50% pre-order cancellation charge.

Your rights under Australian Consumer Law remain unaffected.

9. Pre-Order Delays

Trading card pre-orders can occasionally be delayed.

A change to an estimated release or arrival date does not necessarily mean that an order has been cancelled.

If a pre-order experiences a significant delay, we will make reasonable efforts to provide updated information when it becomes available.

Please contact us if you have concerns regarding a delayed pre-order and we will discuss the available options based on the circumstances.

10. If We Cannot Supply a Pre-Order

Although uncommon, supplier allocations or other circumstances may mean we are unable to fulfil all or part of a pre-order.

If Pacific TCG Store cannot supply a product you have paid for, we will contact you and provide an appropriate solution.

Where the order is cancelled because we cannot supply the product, you will receive a full refund for the affected product to the original payment method, unless you agree to another option such as store credit or an alternative product.

11. Orders Containing Pre-Order & In-Stock Products

If you purchase pre-order and in-stock items within the same order, your order may be held until all items are available for dispatch.

If you need an in-stock product sooner, we recommend placing it in a separate order from pre-order products.

Please refer to our Shipping Policy for further information about fulfilment and delivery.

12. Graded Cards

Professional grading is performed by third-party grading companies such as PSA.

Where you purchase a graded card, you are purchasing the card and holder at the grade shown in the listing.

A graded card is generally not eligible for a change-of-mind return.

We cannot provide a refund because:

• You disagree with the grade assigned by the grading company
• Another grading company may grade the card differently
• You believe the card would receive a different grade if resubmitted
• The card's market value changes after purchase

If a graded card arrives damaged, is not the card ordered or is materially different from its description, please contact us.

Your Australian Consumer Law rights remain unaffected.

13. Refunds

Once we receive an approved return, we will inspect the product and notify you of the outcome.

Where a refund is approved, it will generally be issued to your original payment method.

Please allow additional time for your bank, credit card provider, PayPal, Shopify Payments or other payment provider to process the refund after we issue it.

Processing times are controlled by the payment provider and may vary.

14. Exchanges

Where appropriate, we may offer an exchange instead of a refund.

This may include:

• Replacing an incorrect product
• Replacing a damaged or faulty product
• Exchanging an eligible change-of-mind return
• Providing an alternative product where agreed with you

Exchanges are subject to product availability.

Nothing in this section restricts your ability to choose a refund where Australian Consumer Law gives you that right.

15. Sale & Discounted Products

Products purchased during a sale, promotion or using a discount code remain protected by Australian Consumer Law.

A discounted product may be excluded from our voluntary change-of-mind policy where it was clearly identified as final sale or clearance at the time of purchase.

However, we will not refuse an Australian Consumer Law remedy merely because a faulty product was purchased on sale.

16. Return Shipping for Faulty Products

For an approved change-of-mind return, the customer is generally responsible for return shipping.

Different rules apply where a product does not meet Australian Consumer Law consumer guarantees.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Pacific TCG Store will handle reasonable return costs as required by law.

Please contact us before arranging a return so we can provide instructions.

17. Proof of Purchase

We may ask you to provide reasonable proof of purchase when requesting a refund, return, replacement or other remedy.

This may include:

• Your Pacific TCG Store order confirmation
• Order number
• Receipt
• Payment record
• Other reasonable evidence of purchase

18. How to Request a Return or Refund

To request a return, refund, exchange or assistance with an order, contact:

Pacific TCG Store
Email: pacifictcgstore@gmail.com

Please include your order number and details of your request.

If a return is required, we will provide return instructions.

Please do not send products back before contacting us and receiving return instructions.

19. Changes to This Policy

Pacific TCG Store may update this Refund, Returns & Pre-Order Policy from time to time to reflect changes to our business, products, fulfilment processes or applicable laws.

The latest version will be published on pacifictcgstore.com with the updated date shown at the top of this page.

Questions?

If you have a question about a return, refund, damaged order or TCG pre-order, please contact us at:

pacifictcgstore@gmail.com

We’re happy to help.

Change of Mind/Refunds for Pre-Orders We understand that you may be excited to receive your products. Here are some important points to consider when placing pre-orders:

A pre-order is an item not yet in stock, available for pre-purchase to secure the product, especially for limited releases. Pre-order dates are estimates and may change without notice, based on information from our distributors and manufacturers.

Refunds or cancellations for pre-orders are allowed under specific circumstances. All pre-order items are clearly marked on our website. Customers should verify whether an item is a pre-order before purchasing.

If a customer decides to cancel a pre-order, Pacific TCG Store offers two options:

1. A refund of 50% of the total order value (e.g., for a $100 pre-order, $50 will be refunded).
2. An exchange for products of equivalent value, subject to stock availability (e.g., exchanging a $100 pre-order item for other products worth $100).