Refund and Returns Policy
We want you to be happy with every order from Ozzie Collectables. This page explains what to do if something arrives damaged, faulty or incorrect, how change-of-mind returns work for unopened items, and how pre-order cancellations work. Nothing in this policy limits your rights under the Australian Consumer Law.
To start a return or ask a question, email sales@ozziescollectables.com.au or use our contact page. Please include your order number.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Damaged, faulty, incorrect or missing items
If your order arrives damaged or faulty, is not as described, or has an item missing or incorrect, here is how to get it sorted:
- Please let us know within 7 days of delivery, so we can lodge a claim with the courier where needed. If you notice a problem later, still get in touch, because your consumer guarantee rights do not end after 7 days.
- Send your order number, a short description of the problem and clear photos of the item and its packaging, including the shipping box.
- Keep the item and all of its packaging until we have resolved the issue.
- We will arrange a replacement or a refund. For a major failure, you can choose which. If a replacement is not available, we will refund you.
- If we need the item back, we will cover the reasonable cost of returning it.
Booster packs and boxes contain randomly assorted cards, so not receiving a particular card from a sealed product is not a fault.
Change of mind: unopened items within 14 days
If you change your mind, you can return an item within 14 days of delivery, as long as:
- the item is unopened, unused and in the same condition you received it. For sealed products, all factory seals and shrink wrap must be intact.
- you contact us with your order number before sending anything back, so we can confirm the return address.
- you pay the return postage. We recommend a tracked service, because the item is your responsibility until it reaches us.
Once the item arrives and we have checked its condition, we will refund the price of the item. The original shipping cost is not refunded. Items that have been opened, unsealed or damaged after delivery cannot be returned for a change of mind.
Pre-orders
- You can cancel a pre-order at any time before it is dispatched for a full refund. Just contact us with your order number.
- Release dates are set by the publisher and can change. If a publisher cancels a product, or we are unable to fill your pre-order, we will refund you in full.
- If your order includes a pre-order item, the whole order ships together once the pre-order item with the latest release date arrives. If you would like in-stock items sooner, please place them in a separate order.
- Once a pre-order has been dispatched, the rest of this policy applies as normal.
How refunds are paid
Approved refunds are paid back to the payment method you used to place your order. Banks and payment providers can take a few business days to show the refund in your account.
Need to change an order?
If you need to change or cancel an order that has not shipped yet, contact us as soon as possible and we will do our best to help.
Contact us
Email sales@ozziescollectables.com.au or send us a message through our contact page.