Refund policy

Australian Consumer Law (ACL)

Your rights under the Australian Consumer Law apply in addition to this policy. If a product has a major failure, you may choose a refund or replacement. For a minor failure, we will repair, replace, or refund at our option. Nothing in this policy limits your ACL rights.

Change of Mind

We do not offer returns, refunds, or exchanges for change‑of‑mind purchases. This is especially important for trading card singles due to the risk of handling damage and condition changes after delivery.

Faulty, Damaged, or Not as Described

If your item is faulty, arrives damaged, counterfeit, or materially not as described, you may be entitled to a remedy under the ACL. Items do not need to be unused to make an ACL claim; however, please minimise handling and keep all packaging where possible.

Examples of issues covered include: damage sustained before delivery (e.g., creases, edge whitening not disclosed), receiving the wrong card/variant, or a materially worse condition than stated or shown (e.g., listed as Near Mint but arrives with clear creases). Manufacturing misprints are not faults unless your listing stated otherwise.

Please contact us as soon as practicable after delivery and within a reasonable time once you become aware of the issue.

How to Start a Return or Claim

Email support@playmantis.com.au with:

• Your order number.
• A description of the issue and when it was noticed.
• Clear photos/video showing the front and back under good light, and for transit damage, photos of the outer packaging and shipping label.

We will review your request and provide a Return Authorisation (RA) and instructions. In some cases, we may offer an alternative remedy (e.g., partial refund) without requiring a return.

Proof of Purchase

Please provide proof of purchase. Acceptable forms include your order confirmation email, tax invoice, or a bank statement showing the merchant, date, and amount.

Return Shipping

• If the item is faulty, damaged in transit, counterfeit, or we sent the wrong item, we will cover reasonable return shipping or provide a prepaid label.
• If a return is not due to our error, return shipping costs are your responsibility. Original shipping charges are non‑refundable unless the issue is due to our error or a fault.
• We recommend a trackable service and protective packaging. We cannot guarantee receipt of untracked returns.

How to Package Card Returns (to prevent transit damage)

Please follow these steps when returning cards:

• Place the card in a penny sleeve or inner sleeve.
• Insert into a rigid top loader or one‑touch if originally supplied.
• Seal in a team bag or similar to prevent the card slipping out.
• Use a rigid mailer or box with sufficient cushioning; do not use rubber bands.
• Include the RA number on or inside the parcel.

We’ll provide specific packaging guidance with your RA where needed.

Return Address

Playmantis PTY LTD
PO Box 29
Carina QLD 4152
Australia

Note: Couriers generally cannot deliver to PO Boxes. If a courier return is required, we will provide a street address with your RA.

Assessment and Remedies

• Once we receive the returned item (if required), we will confirm receipt by email and assess within 5 business days.
• If approved, refunds will be processed to your original payment method within 7–10 business days. Your bank or payment provider may need additional time to post the funds.
• Where the issue constitutes a major failure, you may choose a refund or replacement (if available). For a minor failure, we may repair, replace, or refund.

Damaged in Transit

Please contact us at support@playmantis.com.au within 48 hours of delivery with photos of:

• The card (front and back) and any inner packaging.
• The outer packaging and shipping label.
  This helps us resolve the issue quickly with our carrier partners. We will guide you on whether a return is required.

Exchanges

We replace items only if they are defective, damaged, counterfeit, or incorrect due to our error. We do not exchange for different versions, conditions, or variants where the original order was correct.

Order Cancellations

Orders may be cancelled prior to dispatch. If your order has shipped, please follow the process above. Where a cancellation is due to our error, you will receive a full refund including any shipping charges.

Timelines and Definitions

• Business days are Monday to Friday, 9:00 am to 5:00 pm AEST/AEDT, excluding public holidays.
• Timeframes in this policy are operational guidelines and do not limit your ACL rights to a remedy within a reasonable time.

Contact

Company: Playmantis PTY LTD
Email: support@playmantis.com.au
Postal Address: Unit 7/461 Ipswich Road, Annerley Queensland 4103, Australia
Contact Form: https://playmantis.com.au/pages/contact
ABN: 66 687 422 859
ACN: 687 422 859
Customer Service Hours: Monday to Friday, 9:00 am–5:00 pm. We aim to reply within 48 hours.

Privacy

Information and images you provide will be used to assess and process your return or claim and handled in line with our privacy practices.