Refunds, Returns & Order Policy

At Grailborne, we specialise in sealed trading card products, collectibles, limited releases, and hobby products where authenticity, sealed condition, and product integrity are important.

Due to the nature of these products, including the risk of tampering, resealing, condition swapping, pack weighing, and market movement, all sales are final unless otherwise required by law.

All Sales Final

We do not offer refunds, returns, exchanges, or cancellations for change of mind purchases once an order has been placed and payment has been processed.

This includes, but is not limited to:

• Changing your mind after purchase
• Accidental purchases
• Ordering the wrong item
• No longer wanting the item
• Finding the product cheaper elsewhere
• Market price changes after purchase
  

Once products leave our possession, we cannot verify that sealed products have not been tampered with, altered, weighed, swapped, or otherwise compromised. For this reason, returned trading card products and sealed collectibles cannot simply be restocked and resold as new.

Opened or Tampered Products

Opened products, products with broken seals, or products showing signs of tampering are not eligible for return or refund.

This includes booster boxes, booster packs, ETBs, tins, collection boxes, booster bundles, cases, sealed promos, and other sealed trading card or collectible products.

Product Condition

We take care when packing orders and aim to supply products in the best condition reasonably available to us.

However, sealed trading card products and collectibles may pass through manufacturers, distributors, freight providers, and retailers before reaching the customer. Minor outer packaging imperfections can occur as part of normal handling and distribution.

Where a product is listed as factory sealed, this refers to the product being unopened and supplied in its original sealed format, unless otherwise stated in the product listing.

Preorders

Preorder products are reserved in advance from limited supplier allocations. When you place a preorder, stock is specifically allocated or reserved for your order.

If a preorder cancellation is approved before dispatch, a 10% restocking fee will apply.

This fee helps cover payment processing fees, administrative costs, inventory allocation, supplier commitments, and the risk of reserved stock becoming harder to sell after cancellation.

If a preorder item has already been dispatched, the order cannot be cancelled.

Orders Containing Preorder Items

If your order contains both in-stock and preorder items, your order may be held and shipped together once all items are available.

If you would like available items shipped separately, please contact us. Additional shipping charges may apply.

Damaged, Incorrect, or Faulty Items

If your order arrives damaged, incorrect, or materially faulty, please contact us at support@grailborne.com.au within 48 hours of delivery.

Please include:

• Your order number
• A clear description of the issue
• Photos of the shipping box
• Photos of the shipping label
• Photos of the internal packaging
• Photos of the affected product

We may request additional information to assess the issue.

If the issue is confirmed, we may offer a replacement, store credit, partial refund, or refund depending on the circumstances and available stock.

Fraud Prevention & Order Verification

To protect our customers and business, Grailborne may photograph, weigh, record, security mark, or otherwise document orders before dispatch.

Claims may be declined where there is evidence of tampering, resealing, product swapping, inconsistent packaging, misuse, or fraudulent activity.

Unauthorised Returns

Please do not send items back without contacting us first.

Unauthorised returns may be refused, returned to sender, or left unresolved if they do not meet the requirements of this policy.

Refund Processing

Where a refund is approved, it will be processed back to the original payment method where possible.

Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.

Shipping charges are non-refundable unless the issue was caused by an error on our part or otherwise required by law.

Your Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under applicable Australian law.

Contact Us

If you have any questions about this policy, please contact us at support@grailborne.com.au.