Returns & Refunds Policy

Returns & Refunds Policy

Spellroo Gaming Pty Ltd
Last updated: 28.12.2025

Australian Consumer Law (Important Notice)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy is provided in addition to your rights under Australian Consumer Law.

Change of Mind Returns (Non-Card Products Only)

We offer a 30-day change-of-mind return policy on non-card products only, starting from the date you receive your item.

⚠️ Important:
Due to their sensitive and collectible nature, card-related products are not eligible for change-of-mind returns or exchanges.

Eligible Items (Non-card products only)

To be eligible for a change-of-mind return:

  • The item must be unused, unworn, and in original condition

  • All tags and original packaging must be intact

  • You must provide proof of purchase

Non-Returnable Items (Change of Mind)

The following items cannot be returned for change of mind:

  • Trading cards and card-related products, including:

    • Single cards

    • Booster packs

    • Sealed boxes

    • Pre-constructed decks

  • Sale items

  • Gift cards

  • Custom or special-order products

  • Personal care products

  • Perishable goods

  • Hazardous or flammable items

Card Products Policy (Important)

Due to their collectible nature, fluctuating market value, and risk of tampering, all sales of trading cards and card-related products are final for change-of-mind returns and cancellations.

If SPELLROO GAMING approves, at its discretion, to accept a cancellation or provide a refund for a card-related product due to change of mind or a customer-requested cancellation, the following options may be available:

  • Refund to the original payment method: The refund amount will be subject to a 5% deduction to account for non-refundable payment processing and transaction fees charged by Shopify and Bank Transaction Fees.
  • Store credit: Where offered, customers may instead choose to receive the full eligible amount as store credit, without the 5% deduction.

However, this does not affect your rights under Australian Consumer Law.
If a card product is:

  • Defective

  • Damaged on arrival

  • Incorrectly supplied

Please contact us immediately and we will assess the issue in accordance with ACL.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon receipt.
If you believe an item is faulty, damaged, or incorrect:

We will assess the issue and offer a repair, replacement, or refund as required under Australian Consumer Law.

How to Start a Return

To request a return (where eligible), please contact us at:
📧 support@spellroogaming.com.au

Approved returns must be sent to:

Spellroo Gaming
327 Concord Rd
Concord West NSW 2138
Australia

If your return is approved, we will provide instructions and a return shipping label if applicable.
Items sent back without prior approval will not be accepted.

Exchanges

We do not offer direct exchanges.
If your item is eligible, the fastest way is to:

  1. Return the original item (once approved)

  2. Place a new order for the desired item

Refunds

Once your return is received and inspected:

  • We will notify you of the outcome

  • If approved, refunds will be issued to your original payment method

  • Refunds are typically processed within 10 business days

Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since approval, please contact us at support@spellroogaming.com.au.

Shipping, Lost & Damaged Parcels

SPELLROO GAMING takes reasonable care to ensure all orders are packed securely and dispatched using the shipping method selected by the customer at checkout.

Once an order has been dispatched, delivery is handled by the relevant shipping carrier. However, nothing in this section is intended to exclude or limit any rights you may have under Australian Consumer Law.

If your parcel appears to be lost, significantly delayed, or arrives damaged, please contact us as soon as possible at:

📧 support@spellroogaming.com.au

Please include your order number and, where applicable, photographs of the parcel, packaging, shipping label, and any damaged items.

We will assist with the carrier investigation and assess the matter in accordance with Australian Consumer Law and the applicable carrier terms.

Australia Post Compensation

Australia Post Parcel Post and Express Post services generally include compensation of up to $100 for loss or damage, subject to Australia Post’s eligibility requirements, exclusions, assessment process, and terms and conditions.

Where the value of an order exceeds $100, customers are strongly encouraged to select a shipping option that includes additional cover, insurance, or Extra Cover where available.

If a customer selects a shipping option that only includes the standard Australia Post compensation, any compensation available from the carrier may be limited to the amount included with that shipping service.

Shipping with Signature & Insurance / Extra Cover

For higher-value orders, SPELLROO GAMING may offer shipping options that include Signature on Delivery and additional insurance or Extra Cover.

Where this option is selected, the parcel will be covered up to the amount specified at checkout or the insured value purchased for the shipment, subject to the carrier’s terms, exclusions, and claim assessment process.

Customers purchasing high-value trading cards, sealed products, graded cards, or other collectible items are strongly encouraged to select a shipping option with appropriate additional cover.

Lost Parcels

If tracking indicates that a parcel may be lost, please contact us so that we can lodge or assist with an investigation with the relevant carrier.

A parcel will not automatically be considered lost simply because it has been delayed. Where appropriate, we may be required to wait for the carrier to complete its investigation or confirm that the parcel is lost before a replacement, refund, or other resolution can be provided.

Any resolution will be assessed based on the circumstances of the order, the selected shipping service, the outcome of the carrier investigation, and your rights under Australian Consumer Law.

Damaged Parcels

If your order arrives damaged, please retain all packaging and contact us as soon as possible.

We may require photographs of:

  • The outer shipping packaging
  • The shipping label
  • Any internal protective packaging
  • The damaged product
  • Any visible damage to the parcel

Please do not dispose of the packaging until the matter has been resolved, as the carrier may require it as part of a damage claim.

Where the goods themselves are damaged, faulty, or otherwise do not meet the consumer guarantees under Australian Consumer Law, we will assess the matter and provide an appropriate remedy as required by law.