Refund policy

Everything we sell is factory sealed. If something arrives damaged, unsealed, or not what the page said it was, we'll make it right.

The short version

Sealed trading card product is not returnable for change of mind
Damaged in transit? Photo within 48 hours and we replace it or refund you in full, free
Not factory sealed? Full refund or replacement, no questions asked
Pre-orders: cancel free until we collect the balance, 7 days before release

Nothing here limits your rights under the Australian Consumer Law.

Change of mind

We don't accept change-of-mind returns on trading card product, sealed or opened.

Every product page lists the contents, the language, and whether an item is an import. Please read it before ordering, and if anything is unclear, email us first — we'd rather answer a question than have you stuck with the wrong item.

This does not affect your rights if a product is faulty, damaged, unsealed, or not as described.

Damaged in transit

We pack every order bubble-wrapped inside a rigid box, because corners and edges matter in this category. Occasionally a parcel still takes a hit.

If yours arrives damaged:

Photograph it before you open anything — the parcel, the label, and the damage
Email info@onepackau.com within 48 hours of delivery with your order number and the photos
We'll replace the product or refund you in full — your choice

We cover everything. You'll never be asked to pay return postage on a damaged item. We respond to damage claims within 1 business day.

The 48-hour window is there so we can lodge a claim with the carrier. Contact us after it and we'll still try, but we may have fewer options.

Missing or incorrect items

Same process, same 48-hour window. Email info@onepackau.com with your order number and a photo of what arrived, and we'll fix it.

Sealed and authentic, guaranteed

Every product we sell is factory sealed and sourced through authentic channels. We don't sell singles, proxies, resealed boxes, or product we've opened. We don't search or repack anything.

If you ever receive something that isn't factory sealed, tell us and we'll refund you in full or replace it. No questions, no restocking fee, and we cover return postage.

Imported products

Some products we sell aren't released in Australia and are imported. These are marked clearly on the product page.

Imported product travels further, and minor ripples or creases in the shrink wrap or outer packaging are considered acceptable condition for these items. What's inside is sealed and untouched.

If an imported item arrives with damage beyond cosmetic wear to the outer wrap, the transit damage process above applies as normal.

Pre-orders

Up to 7 days before release, you can cancel any pre-order for a full refund. No questions asked. That applies whether you paid in full or paid a deposit.

7 days before release, we collect the balance. We'll email you first — you'll always know it's coming.

Once your order is paid in full, it's treated like any other order and can't be cancelled or returned for change of mind, including in the period before it dispatches. At that point your stock is allocated and committed with our supplier.

The release date is shown on every pre-order product page.

If the release is delayed, the cancellation window reopens. We'll email you the new date — wait or cancel, your choice, full refund either way.

If we can't supply your pre-order for any reason, you get a full refund, always.

50% deposit pre-orders: your deposit is fully refundable up to 7 days before release. Your balance is fixed on the day you order and will not change.

Faulty products

If a product is faulty or not as described, you're entitled to a repair, replacement or refund under the Australian Consumer Law — and for a major failure, you choose which.

Email info@onepackau.com with your order number and we'll sort it out. We cover return postage on faulty items.

Cancelling before dispatch

In-stock orders placed before 12pm Melbourne time on a business day go out the same day, so the cancellation window is short. If your order hasn't shipped, email us and we'll cancel and refund in full.

How to contact us

Email info@onepackau.com with your order number, what's wrong, and photos if it's a damage or fault claim.

We reply within 3 business days — and within 1 business day for damage, missing items and fault claims.

Please don't post anything back before you hear from us — we'll confirm the address and the next step first, otherwise we may not be able to match your return to your order.

Australian Consumer Law

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

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

Nothing in this policy limits those rights.