Refund Policy
Last updated: December 2024
Our Promise
We stand behind our products and services. If you're not satisfied with your purchase, we'll make it right with a refund or exchange.
Refund Eligibility
Products Eligible for Refund
Eligible
- • Sealed products (unopened)
- • Incorrect items received
- • Items damaged in shipping
- • Products not as described
- • Defective products
Not Eligible
- • Opened/unsealed products
- • PSA/CGC graded cards
- • Grading service fees
- • Gift cards
- • Items damaged by customer
Refund Timeframes
| Stage | Timeframe |
|---|---|
| Request Submission | Within 14 days of delivery |
| Review & Approval | 1-3 business days |
| Return Shipping | 3-7 business days |
| Refund Processing | 3-5 business days after receipt |
| Bank Processing | 5-10 business days |
Refund Methods
Refunds are issued to the original payment method:
- Credit/Debit Card: Refund to original card within 5-10 business days
- PayPal: Refund to PayPal account within 3-5 business days
- Afterpay/Zip: Refund processed through provider
- Store Credit: Immediately available in your account
Tip: Choosing store credit means instant refund with no waiting for bank processing. Store credit never expires!
Partial Refunds
Partial refunds may be issued in the following cases:
- Items returned in non-original condition (not due to our error)
- Items missing original packaging or accessories
- Items showing signs of use
- Restocking fee may apply (up to 15%)
Grading Services - Special Conditions
Grading Services Are Non-Refundable
Once we receive your cards for grading, the service fee is non-refundable. This is because:
- • Processing begins immediately upon receipt
- • Cards are submitted to grading companies
- • Grading company fees are non-recoverable
Exceptions: Refunds may be issued if:
- We fail to submit cards within 30 days of receipt
- Cards are lost while in our possession
- Significant errors in processing (wrong service level, etc.)
How to Request a Refund
- Contact Us: Email sales@houseofcardsnco.com.au with your order number
- Provide Details: Include reason for refund and photos if applicable
- Await Approval: We'll review within 1-3 business days
- Return Items: If required, ship items back using provided label
- Receive Refund: Processed within 3-5 days of item receipt
Cancellation Policy
Product Orders: Can be cancelled before shipping for a full refund. Once shipped, standard return policy applies.
Grading Submissions: Can be cancelled before cards are received at our facility for a full refund. After receipt, no cancellation is possible.
Contact Us
For refund requests or questions about this policy:
- Email: sales@houseofcardsnco.com.au
- Phone: +61 2 8201 3367
- Hours: Mon-Fri 10am-6pm, Sat 10am-4pm AEST
Need help with a refund?
Contact Support