Refund policy

Returns & Refunds Policy

iCollected has been selling trading cards since 2008, and we describe and photograph every item carefully so you know exactly what you are buying. Please read this policy, and the item listing, before completing your purchase.

Change of Mind

We do not offer refunds, returns or exchanges for change of mind.

This includes situations where you have changed your mind, found the item cheaper elsewhere, decided you no longer want or need the item, made an error in your order, or bought the wrong item.

Because we specialise in collectible trading cards, we ask that you read the full item description and examine all photographs before purchasing. Photographs form part of the item description. If you have any question at all about a card's condition, centring, edges, surface or authenticity, please contact us before you buy — we are always happy to provide additional photographs or answer questions.

Nothing in this section limits your rights under the Australian Consumer Law, which are set out below.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In plain terms, we will always act on your claim if an item is:

Not as described — the card, condition, grade, set, edition or quantity does not match our listing
Damaged in transit or arrives faulty
Not authentic — we guarantee the authenticity of every item we sell
The wrong item — we sent you something other than what you ordered
Missing from your order

Where the failure is major, you may choose a full refund or a replacement (subject to availability). Where the failure is minor, we may offer a repair, replacement or refund at our discretion, as permitted under the Australian Consumer Law.

How to Make a Claim

Your order number
A description of the problem
Clear photographs of the item, including the front and back of the card and any affected area
For transit damage, photographs of the outer and internal packaging

Timeframes: Please contact us within [7] days of delivery for items damaged in transit or incorrectly supplied, so we can act while Australia Post claim windows remain open. Claims relating to authenticity or an item not matching its description may be made at any time within a reasonable period, as required under the Australian Consumer Law.

Please keep all original packaging until your claim is resolved, as Australia Post may require it for inspection.

We will respond within one business day and, where a return is required, provide a prepaid return label or reimburse your reasonable return postage. You will never be out of pocket for return postage on a valid claim.

Please do not send any item back to us before contacting us and receiving a return authorisation.

Refunds

Approved refunds are issued to your original payment method within [5] business days of us receiving and inspecting the returned item, or of approving your claim where no return is required. Depending on your bank or payment provider, funds may take a further few business days to appear.

Where a refund is issued, it will include the original shipping cost you paid.

We do not require you to have the original packaging or a receipt to make a claim — any reasonable proof of purchase, such as your order confirmation email or bank statement, is sufficient.

Trading Card Specifics

Some things are particular to collectibles, and we want to be upfront about them.

Raw and ungraded cards. Condition descriptions for raw cards are our honest professional assessment, supported by photographs. Ungraded cards are sold as pictured. Minor imperfections consistent with the stated condition and the card's age are not a defect. Vintage cards — particularly Wizards of the Coast era, e-Series and Neo cards — will show age-appropriate wear unless stated otherwise.

Grading outcomes. Grading is an opinion issued by a third party, and the same card can receive different grades from different graders or on different submissions. We do not accept returns, and cannot offer refunds or compensation, on the basis that a raw card you purchased received a lower grade than you hoped for from PSA, BGS, CGC, SGC or any other grading company.

Graded cards. Graded cards are sold in their sealed holder as supplied by the grading company, at the grade shown. A card removed from its holder or slab after delivery cannot be returned or refunded. We do not accept responsibility for changes to a card's grade following resubmission or crossover.

Sealed product. Sealed booster boxes, packs, tins and collections are sold in their factory-sealed state. We do not guarantee, and cannot be held responsible for, the contents or pull rates of any sealed product, or for factory defects originating with the manufacturer. Sealed product that has been opened cannot be returned unless the item itself was not as described.

Authenticity. Every item we sell is genuine. If an item you purchase from us is proven not to be authentic, we will refund you in full, including all shipping costs, regardless of how much time has passed.

Order Cancellations

If you need to cancel an order, contact us at collectingquest@gmail.com as soon as possible. We can usually cancel and refund an order in full if it has not yet been dispatched. Once an order has been lodged with Australia Post, it cannot be cancelled.

Lost or Undelivered Parcels

Parcels that do not arrive are handled under our Shipping Policy. Please see that policy for enquiry procedures and timeframes.

Contact Us

iCollected Email: collectingquest@gmail.com

Melbourne, Victoria, Australia

We aim to respond to all enquiries within one business day.

Last updated: 3 Sep 2026