The Encounter // A Dark Realm [Q1]

Refunds will be accepted in accordance with ACCC laws regarding Refunds, Replace, and Returns Policies.

- We will issue a return shipping label and all items and pieces that are seeking to be refunded must be returned. Unless we state otherwise, considerations will be - expensive shipping costs, low-value items, however, this is at our discretion. 

- Refunds/replacements/partial refunds will be issued on confirmation of fault, damage, or missing items.

- We will endeavor to process all refunds in a reasonable timeframe. 

- If the product is found not to have a problem, you may be required to pay the transport or inspection costs. An estimate of these costs will be provided to you before the product is collected, and the costs will not be inflated in an attempt to deter you from pursuing your claims.

If the problem with the goods or service is minor, We can choose to give the customer a free repair instead of a replacement or refund.

The customer is entitled to return something, even if:

• it has been used - faults aren't always obvious at first
• jewelry, underwear, or swimwear have been worn
• packaging or tags have been removed
• it was a gift, but the customer must provide proof of purchase, eg receipt
• the item was bought online from an Australian business (not a private seller)
• it was bought from a second-hand store.

We can refuse to accept a return if:

• the store identified faults before the customer bought the item.
• the customer inspected the item before buying and didn't find faults they should have seen
• the item was used incorrectly
• the customer damaged the goods after they bought them
• the customer changed their mind - some businesses will offer to refund or exchange as a sign of goodwill.

However, other factors that will need to be considered are:

• the item's age, price, and condition.
• how long ago it was bought.

The business must contact the manufacturer on behalf of the customer. If a business is no longer trading, the customer can contact the manufacturer directly for a refund or replacement.

Source: https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#what-is-a-major-problem

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at  support@thecardhubaustralia.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@thecardhubaustralia.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thecardhubaustralia.com.au.