Refund policy

🔁 RETURNS & REFUNDS POLICY

1. OVERVIEW

At redpandakura, we want you to be satisfied with your purchase. This policy outlines your rights and our processes for returns, refunds, and exchanges.

This policy operates in accordance with the Australian Consumer Law.

2. AUSTRALIAN CONSUMER LAW (IMPORTANT)

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian law. You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement if goods are not of acceptable quality and the failure does not amount to a major failure

3. CHANGE OF MIND

We do not offer refunds or exchanges for change of mind unless stated otherwise.

At our discretion, we may accept a return where:

  • The item is unused and in original condition
  • The item is returned within 7 days of delivery
  • The item is in original packaging

If approved:

  • Return shipping is at the customer’s expense
  • A refund or store credit may be issued (excluding original shipping costs)

4. DAMAGED, FAULTY OR INCORRECT ITEMS

If you receive an item that is:

  • Damaged
  • Faulty
  • Incorrect

Please contact us within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos of the product

We will assess the issue and, where required under the Australian Consumer Law, provide:

  • A replacement
  • A repair
  • Or a refund

5. COLLECTIBLES & TRADING CARD POLICY (ALL SALES FINAL)

Due to the nature of collectible and trading card products:

  • All sales are final for sealed products, including but not limited to booster packs, booster boxes, and sealed collections
  • These products contain randomised contents, and we do not guarantee specific cards, pull rates, or outcomes
  • We do not offer refunds, returns, or exchanges based on dissatisfaction with the contents of sealed products

Once a sealed product has been opened, it is not eligible for return or refund under any circumstances related to contents or perceived value.

Minor manufacturing imperfections (including but not limited to centering, print lines, surface marks, or edges) are common in trading cards and do not constitute a fault.

⚖️ Australian Consumer Law Notice

Nothing in this section excludes, restricts, or modifies your rights under the Australian Consumer Law.

If a product is faulty, damaged, or not as described, you may be entitled to a remedy in accordance with Australian Consumer Law.

6. CUSTOM-MADE PRODUCTS

Custom or made-to-order products:

  • Cannot be returned or refunded for change of mind
  • Cannot be cancelled once production has begun

However, if a custom product is faulty or not as described, your rights under the Australian Consumer Law still apply.

7. RETURN PROCESS

To request a return, please contact:
📧 redpandakura@gmail.com

Include:

  • Order number
  • Reason for return
  • Supporting photos (if applicable)

If your return is approved:

  • We will provide return instructions
  • Items must be returned in original condition

We reserve the right to refuse returns that do not meet these conditions.

8. REFUNDS

Approved refunds will be processed to your original payment method.

Please allow:

  • 3–10 business days for processing once approved
  • Additional time for your bank or payment provider

Shipping costs are non-refundable unless required under the Australian Consumer Law.

9. CHARGEBACKS AND PAYMENT DISPUTES

We encourage customers to contact us directly at redpandakura@gmail.com to resolve any issues before initiating a chargeback or payment dispute.

🚫 Chargeback Misuse

Initiating a chargeback or dispute without first contacting us may be considered misuse, including:

  • Dissatisfaction with sealed product contents
  • Attempting to bypass this policy
  • Claims for items delivered as described
  • Disputes after a resolution has already been provided

⚖️ Our Rights

We reserve the right to:

  • Dispute chargebacks with supporting evidence (including delivery confirmation and communications)
  • Recover costs associated with fraudulent disputes where permitted by law
  • Refuse future orders from customers who engage in chargeback abuse

⚠️ Important Notice

Nothing in this section limits your rights under the Australian Consumer Law.

10. FRAUD PREVENTION AND ORDER SECURITY

We take fraud prevention seriously. All orders are subject to review.

🔍 Order Verification

We may:

  • Request identity or payment verification
  • Contact you to confirm order details
  • Delay or cancel orders if verification cannot be completed

🚫 Suspicious Orders

We may cancel or refuse orders we believe to be high risk, including:

  • Mismatched billing and shipping details
  • Unusual or bulk purchasing behaviour
  • Use of reshipping or forwarding services
  • Orders flagged by fraud detection systems

Cancelled orders will be refunded to the original payment method.

📦 Delivery Responsibility

We are not responsible for loss or theft once delivery has been confirmed.

Customers are responsible for:

  • Providing accurate shipping details
  • Ensuring a secure delivery location

🔁 Policy Abuse

We reserve the right to refuse service where we detect:

  • Repeated or excessive refund claims
  • Suspected fraudulent activity
  • Chargeback abuse

⚖️ Australian Consumer Law Notice

Nothing in this section excludes or limits your rights under the Australian Consumer Law.

11. CONTACT

For all return and refund enquiries:
📧 redpandakura@gmail.com