Our promise
Refund policy
Last updated December 2024
We stand behind our products and services. If you're not satisfied, we'll make it right.
Refund eligibility
Eligible
- Sealed products (unopened)
- Incorrect items received
- Items damaged in shipping
- Products not as described
- Defective products
Not eligible
- Opened or 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
- 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 the provider
- Store credit: immediately available in your account
Tip: store credit means instant refund — no waiting for bank processing. It never expires.
Partial refunds
- Items returned in non-original condition (not due to our error)
- Items missing original packaging or accessories
- Items showing signs of use
- A 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 at sales@houseofcardsnco.com.au with your order number
- Provide details — reason for refund and photos if applicable
- Await approval — we'll review within 1–3 business days
- Return items if required, using the label we provide
- Receive refund within 3–5 days of item receipt
Cancellation
Product orders can be cancelled before shipping for a full refund. Once shipped, the 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
- Email: sales@houseofcardsnco.com.au
- Phone: +61 2 8201 3367
- Hours: Tue–Fri 9am–5:30pm, Sat–Sun 10am–4pm, Mon closed (AEST)
Need help with a refund?
Contact support