Refund policy
Last updated: 22 October 2026
We have a 30-day change-of-mind return policy, which means you have 30 days after receiving your item to request a return if you change your mind. This is our own voluntary store policy. It is in addition to, and does not affect, your rights under the Australian Consumer Law (see “Damages and Issues” below).
To be eligible for a change-of-mind return, your item must be in the same condition that you received it: sealed products (booster packs, boxes, Elite Trainer Boxes, collections, decks, tins and similar) must be unopened, with the factory seal and shrink wrap intact; graded cards must be returned in the same slab, with the label and slab undamaged; and accessories must be unused and in their original packaging. You’ll also need the receipt or proof of purchase, such as your order number. The return postage for a change-of-mind return is paid by you.
To start a return, you can contact us at contact@au-celestialguild.com. If your return is accepted, we’ll provide you with instructions on how and where to send your package.
Please don’t send items back without contacting us first, so we can match the parcel to your order.
You can always contact us with any return questions at contact@au-celestialguild.com.
Damages and Issues
Please inspect your order upon delivery and contact us if the item is faulty, damaged in transit, or if you receive the wrong item, with your order number and photos of the item and the packaging, so that we can evaluate the issue and make it right. We recommend contacting us within 7 days of delivery so we can resolve it quickly, but this does not limit your rights under the Australian Consumer Law. For faulty, damaged or incorrect items 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.
Exceptions / Non-Returnable Items
The following items cannot be returned for a change of mind: gift cards; sealed products that have been opened or whose factory seal or shrink wrap is not intact; graded cards that are not in their original slab; accessories that have been used or are not in their original packaging; and products damaged after delivery through misuse. These exceptions apply to change-of-mind returns only and do not affect your rights if an item is faulty, damaged in transit or not what you ordered.
Please get in touch with us if you have questions or concerns about your specific item.
Sale items are treated in the same way as full-price items: they can be returned for a change of mind under the conditions above, and if they are faulty you have the same rights under the Australian Consumer Law.
Pre-orders
You can cancel a pre-order for a full refund at any time before it is dispatched.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund was approved.
If approved, you’ll be refunded 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). Please remember that it may take additional time for your bank or card provider to process and post the refund. Delivery is free, so there is no shipping charge to refund, and we do not charge restocking fees.
If your order included free gifts and you return the products that qualified for them, please include the gifts in the return as well.
If you have not received your refund within this time, please contact us at contact@au-celestialguild.com.
Contact Us
For any questions regarding returns or refunds, you can contact Celestial Guild via email at:
Or through our contact form:
https://www.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 or refund, you can contact the ACCC (www.accc.gov.au) or your state or territory consumer protection agency (for example, NSW Fair Trading or Consumer Affairs Victoria). You can also contact your bank or card issuer about your payment at any time.
