Return Policy

Return & Refund Policy

Last updated: 22 October 2026

This policy applies to all orders placed at www.au-celestialguild.com. Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)).

30 days to change your mind

You can request a return of any product (except gift cards) within 30 days of delivery if you simply change your mind. This is our own voluntary store policy: Australian law does not give a general right to return goods for a change of mind, and this policy is in addition to your rights under the Australian Consumer Law.

  • Sealed products (booster packs, boxes, Elite Trainer Boxes, collections, decks, tins and similar) must be returned unopened, with the factory seal and shrink wrap intact. Because sealed trading card products lose their value once opened, opened products can't be returned for a change of mind. This does not affect your rights if a product is faulty.
  • Graded cards must be returned in the same slab and condition, with the label and slab undamaged.
  • Accessories must be unused and in their original packaging.

Faulty, damaged or wrong items

If something arrives faulty, damaged in transit or is not what you ordered, please email us with your order number and clear photos of the item and the packaging. We recommend contacting us within 7 days of delivery so we can resolve it quickly, but this does not limit your legal rights. We will offer a replacement or a full refund, and we cover the return postage.

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.

Pre-orders

You can cancel a pre-order for a full refund at any time before it is dispatched.

How to start a return

  1. Email contact@au-celestialguild.com (or use our contact form) with your order number and the item(s) you want to return. You don't have to give a reason for a change-of-mind return, but it helps us improve.
  2. We will reply with the return address and instructions. Please don't send items back without contacting us first, so we can match the parcel to your order.
  3. Pack the item securely — ideally in protective packaging, as the product must reach us in the same condition — and use a tracked service.

Return postage

  • Change of mind: the return postage is paid by you.
  • Faulty, damaged or incorrect items: we cover the return postage.

Refunds

  • Refunds are issued to your original payment method within 14 days of us receiving the returned item (or within 14 days of you providing proof that you sent it, if earlier).
  • Delivery is free, so there is no shipping charge to refund.
  • Your bank or card provider may take a few extra business days to show the refund.
  • We do not charge restocking fees.

Free gifts

If your order included free gifts and you return the products that qualified for them, please include the gifts in the return as well (unopened).

Items that can't be returned

  • Gift cards (no change-of-mind returns).
  • Products damaged after delivery through misuse (this does not affect faulty items).

These exclusions do not limit your rights under the Australian Consumer Law if an item is faulty, not as described or not what you ordered.

Questions

Email: contact@au-celestialguild.com
Contact form: au-celestialguild.com/pages/contact
Customer service: Monday to Friday, 9:00–17:00 (Sydney time, AEST/AEDT)

If you are not satisfied with how we have handled your return, you can also contact your state or territory consumer protection agency (for example, NSW Fair Trading or Consumer Affairs Victoria) or the ACCC at www.accc.gov.au.