Refund policy
Returns & Refund Policy
Effective Date: March 28, 2026
Last Updated: March 28, 2026
Introduction
At ZeltaCollections AU, we are committed to providing high-quality Pokémon Trading Card Game products and exceptional service. We understand that issues may occasionally arise, and we have developed this policy to address such situations fairly and transparently.
By placing an order with ZeltaCollections AU, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions outlined in this Returns & Refund Policy.
1. General Policy Overview
ZeltaCollections AU stands behind the quality and authenticity of all products we sell. This policy establishes clear guidelines for returns, refunds, and exchanges to protect both our customers and our business.
We reserve the right to assess each return request on a case-by-case basis and may request photographic or video evidence to support claims. This policy applies to all purchases made through our website (zeltacollections.com.au) and authorized sales channels operated by ZeltaCollections AU.
2. Eligibility for Returns and Refunds
Returns and refunds will be considered eligible only under the following circumstances:
2.1 Error on Our Part If we have made an error in fulfilling your order, such as shipping the wrong item, incorrect quantity, or a different product variant/set than specified, we will provide a full refund or replacement at no additional cost to you.
2.2 Damaged Items Upon Arrival If your items arrive damaged due to insufficient packaging or courier mishandling, you may be eligible for a refund or replacement.
Requirement: You must notify us within 48 hours of delivery.
Evidence: Provide clear photos showing the damaged product, the external condition of the shipping box, and any visible damage to the outer packaging.
2.3 Defective or Faulty Products If you receive a product with factory defects (such as damaged seals from the manufacturer), we will assess the claim and provide a resolution if the defect originated before the item left our possession.
2.4 Missing Items If items were omitted from your shipment, contact us within 48 hours of delivery with your order number. We will investigate our fulfillment records and either ship the missing items immediately or provide a refund for those items.
3. Non-Returnable Items and Exclusions
The following items and circumstances are NOT eligible for return, refund, or exchange:
3.1 Change of Mind: We do not accept returns for "buyer's remorse," finding a cheaper price elsewhere, or deciding you no longer want the product after purchase.
3.2 Opened Sealed Products: Any sealed Pokémon TCG products that have been opened, tampered with, or had their factory seal broken are strictly ineligible for return.
3.3 Randomized Contents (Pack Pulls): We do not accept returns based on "pull rates," specific cards not received, perceived "bad luck," or the condition of cards inside packs (centering, print lines), as these are manufacturing variances outside our control.
3.4 Items Without Proof of Purchase: All requests must be accompanied by a valid order number or receipt.
3.5 Customer Mishandling: Damage caused after delivery due to improper storage, heat, water, or accidental damage is not covered.
3.6 Sale Items: All sales on heavily discounted or clearance items are final unless the product is defective or damaged upon arrival.
4. Return Process and Procedures
If you identify an issue, follow these steps:
Notification: Contact info@zeltacollections.com.au within 48 hours of delivery.
Authorization: Do not return any items without first receiving a written Return Authorization from us.
Packaging: Pack items securely using appropriate protective materials. Include a copy of your invoice.
Shipping: You are responsible for ensuring returned items arrive in the same condition they were sent. We recommend using tracked and insured shipping.
Return Shipping Costs:
Our Error: We cover all return shipping costs via a prepaid label or reimbursement.
Not Our Error: The customer is responsible for all return shipping costs.
5. Refund Processing and Timeline
Method: Approved refunds are issued to the original payment method. Store credit may be offered as a primary alternative.
Timeline: Please allow 2–3 business days for inspection after we receive the return, and 5–10 business days for the refund to appear in your account.
Restocking Fees: We reserve the right to apply a restocking fee (up to 15%) in cases of suspected abuse of our returns policy or returns that do not meet standard conditions.
6. Pre-Order Cancellations
Window: Pre-orders may be cancelled for a full refund if requested at least 30 days before the official release date, provided the product has not shipped.
Late Requests: Requests made within 7 days of release or after shipping are subject to our standard "Change of Mind" policy and are generally final.
7. Product Authenticity Guarantee
ZeltaCollections AU guarantees that all products sold are 100% authentic Pokémon TCG products sourced from authorized distributors and legitimate supply chains in Australia. We guarantee that all sealed products have not been searched, weighed, or tampered with.
8. Contact Information and Dispute Resolution
For all inquiries regarding returns and refunds:
Email: info@zeltacollections.com.au
Response Time: 1–2 business days.
Australian Consumer Law: Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL.
ZeltaCollections AU Your Trusted Source for Pokémon TCG. zeltacollections.com.au
