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Refund policy

Return & Warranty Policy – Pocket Games

14-Day Return Policy

Pocket Games offers a 14-day return window from the date of delivery.

To be eligible for a return:

  • Items must be unused and in original condition
  • All packaging, seals, stickers, and components must be intact
  • Proof of purchase is required

All return requests must be submitted via email to sales@pocketgames.com.au within 14 days of receiving your item.

If approved, we will provide return instructions and a designated return address.

Returns sent without prior authorisation will not be accepted.

Non-Returnable Items – TCG Products

Due to the collectible and tamper-sensitive nature of Trading Card Game (TCG) products, the following items are final sale and non-refundable:

  • Booster boxes and packs
  • Gift boxes and tins
  • Sealed TCG products of any kind
  • Mystery boxes, Mystery Slabs, and all randomised products

We do not accept returns or refunds for:

  • Change of mind
  • Opened products
  • Randomised outcomes

Graded Cards (PSA, BGS, etc.)

Returns are accepted for graded cards only, under the following conditions:

  • The slab must be in the exact same condition as received
  • The return request must be made within 7 days of delivery
  • The slab must not be tampered with, cracked, or altered in any way

Once inspected, we will offer:

  • A refund, or
  • Store credit (where applicable)

Exceptions – Incorrect Items

Exceptions will only be made if:

  • You received the wrong product, and
  • The item remains fully sealed and unopened

You must notify us within 48 hours of delivery with photo evidence.

We reserve the right to refuse any claim made outside this timeframe.

Warranty Policy – 30 Days

All consoles and gaming accessories sold by Pocket Games are covered by a 60-day limited warranty from the date of delivery.

If your item develops a fault, please contact sales@pocketgames.com.au with:

  • Order number or proof of purchase
  • Detailed description of the issue
  • Supporting photos or video

We may offer a repair, replacement, or store credit depending on the issue and stock availability.

Warranty Limitations & Exclusions

Warranty does not cover:

  • Physical or accidental damage
  • Water damage
  • Misuse or improper handling
  • Software, firmware, or SD card modifications
  • Installation of third-party operating systems or software
  • Games added, removed, or altered on SD cards

Warranty is void if the product has been tampered with or modified.

Damages & Incorrect Items

Please inspect your order immediately upon delivery.

All claims for damaged or incorrect items must be submitted within 48 hours with photo evidence.

We reserve the right to refuse claims made outside this timeframe.

If approved, we will provide a replacement, refund, or store credit.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect
  • We strongly recommend tracked shipping
  • Pocket Games is not responsible for items lost or damaged during return transit

Shipping fees (including express shipping) are non-refundable

Restocking Fee

Approved returns are subject to a 10% restocking fee, deducted from the refund amount.

Refunds & Credit Notes

Once your return is received and inspected:

  • You will be notified of the outcome
  • Approved refunds or credit notes will be issued within 5 business days

Please allow additional time for your bank or payment provider to process the refund.

If you have not received your refund after 15 business days, contact us at sales@pocketgames.com.au

Exchanges

We do not offer direct exchanges.

If eligible, please return your item following the above process and place a new order separately.