Refund policy

Last updated: 18 August 2026

At CardCove, we want you to be happy with your purchase. This policy explains when returns, refunds, replacements and exchanges are available for products purchased through CardCove.

1. Australian Consumer Law

CardCove complies with the Australian Consumer Law (ACL).

Nothing in this policy limits, excludes or replaces any rights you may have under the ACL. If a product is faulty, damaged, unsafe, significantly different from its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund as required by law.

Our voluntary return policy below applies in addition to your statutory rights.

2. Change-of-mind returns

For eligible sealed and unopened products, CardCove accepts change-of-mind returns within 14 days of delivery, provided:

The product is unopened and unused.
The original packaging and seals are completely intact.
The product is in resalable condition.
You provide proof of purchase.
The product has not been altered, damaged or tampered with.

Change-of-mind returns are not available for opened booster packs, individual cards, opened sealed products or other products where opening the packaging affects their condition or value.

The customer is responsible for return postage costs for change-of-mind returns.

Once the product has been received and inspected, CardCove will issue a refund to the original payment method, excluding any non-refundable shipping costs, where applicable.

3. Faulty, damaged or incorrect products

If you receive a product that is:

Damaged during delivery;
Faulty;
Missing items;
Significantly different from its description; or
The wrong product,

please contact CardCove as soon as reasonably possible.

Where appropriate, please provide photographs of:

The product;
The packaging;
Any visible damage; and
Your order number.

CardCove may arrange a replacement, repair or refund depending on the circumstances and your rights under the Australian Consumer Law.

Where the issue is CardCove's responsibility, CardCove will cover reasonable return shipping costs.

4. Pokémon TCG singles

Due to the individual nature and condition of trading cards, change-of-mind returns are not accepted for individual cards.

Before purchasing a single, customers should carefully review:

Card name;
Set;
Card number;
Language;
Condition;
Edition;
Photographs; and
Any other relevant listing information.

Cards are inspected and photographed/listed to accurately represent their condition.

If a card is incorrectly described, the wrong card is supplied, or the card has an undisclosed material defect, please contact CardCove. Your rights under the Australian Consumer Law are not affected.

5. Graded cards

Change-of-mind returns are not accepted for graded cards.

Grading is performed by independent grading companies and CardCove does not guarantee a particular grading outcome for any card.

If a graded card is incorrectly described, the wrong card is supplied, or there is another issue with the product, please contact us.

6. Sealed Pokémon products

For sealed products, the product must remain completely unopened for a change-of-mind return.

This includes products such as:

Booster boxes;
Elite Trainer Boxes;
Booster bundles;
Collection boxes;
Tins; and
Other factory-sealed Pokémon products.

Once a sealed product has been opened, a change-of-mind return will not be accepted.

This does not affect your rights under the Australian Consumer Law if the product is faulty or otherwise fails to meet a consumer guarantee.

7. "Pulls" and contents of trading card products

CardCove does not guarantee the cards, rarities, pull rates or contents obtained from legitimately sealed Pokémon TCG products.

Trading card products are sold as factory-sealed products, and CardCove is not responsible for the random contents of unopened products.

This does not exclude any rights you may have under the Australian Consumer Law.

8. Return process

To request a return, contact:

Email: support@cardcove.com.au

Please include:

Full name;
Order number;
Product(s) concerned;
Reason for the return; and
Photographs where relevant.

Please do not send products back without first contacting CardCove and receiving return instructions.

9. Return shipping

For change-of-mind returns, the customer is responsible for reasonable return postage costs.

For products that are faulty, incorrectly supplied, damaged or otherwise covered by a consumer guarantee, CardCove will cover reasonable return shipping costs where required by law.

Customers should use appropriate packaging when returning valuable trading cards. CardCove is not responsible for damage occurring because a customer has inadequately packaged a returned item.

10. Refunds

Approved refunds will generally be processed to the original payment method.

After CardCove receives and assesses a returned product, refunds will be processed as soon as reasonably practicable.

The time for funds to appear in your account may depend on your bank or payment provider.

11. Exchanges

CardCove may offer an exchange where appropriate.

Where a product is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, CardCove will provide the remedy required by law.

For change-of-mind purchases, exchanges are subject to the requirements of this policy and product availability.

12. Lost or stolen parcels

CardCove is not responsible for parcels that are lost or stolen after confirmed delivery to the address supplied by the customer.

If tracking indicates that a parcel has been lost in transit, please contact CardCove so we can investigate with the relevant delivery provider.

13. Pre-orders

Pre-orders may be cancelled before dispatch, subject to the terms stated on the relevant product listing.

If a product has already been dispatched, the normal returns policy applies.

Where a pre-order is cancelled because CardCove cannot fulfil the order, the customer will receive a refund for the affected product.

14. International orders

For international orders, customers are responsible for ensuring that products can legally be imported into their destination country and for any applicable customs duties, taxes or import charges.

Australian Consumer Law protections may apply differently to international transactions depending on the circumstances.

15. Changes to this policy

CardCove may update this policy from time to time. The version applicable to an order will generally be the policy in effect at the time the order was placed, subject to any rights that cannot legally be excluded or limited.