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. This applies to items after they have been dispatched or collected. Cancellations before then are covered under Order Cancellations and Pre-orders below.

Event tickets are covered by our Events Policy.

Card Condition

All singles are Near Mint (NM) unless stated on the product page. NM can include minor border wear.

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, if a return is required, send you return instructions and a return reference (this may be your order number). 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 your order number and return reference on or inside the parcel.

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

Return Address

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 where possible, 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. Contacting us after 48 hours does not limit your rights under the ACL. 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.

Gift cards

Gift cards are not refundable and cannot be exchanged for cash, except where required by law. If an order paid for, in whole or in part, with a Playmantis gift card or store credit is refunded, that portion is returned to the gift card or store credit, restoring its balance. See our Gift Card Terms and Conditions for more detail.

Order Cancellations

Pre-order cancellations are covered in the Pre-orders section below. If you need to cancel or change any other order, contact us as soon as possible after placing it. Because we aim to dispatch within 1–2 business days, a cancellation is only effective once we confirm it in writing. Submitting a request does not itself guarantee your order will be stopped. If your order has already been packed and dispatched before we’re able to action your request, we won’t be able to cancel or recall it, and our Change of Mind terms will apply.

Pre-orders

Pre-orders can be cancelled for a full refund until we email you that your order is ready for pickup or has been dispatched, or until five days before the official release date, whichever is earlier. You can also cancel just the pre-order item from an order that contains other products. The rest of the order is shipped using the shipping already paid, with no additional charge. See our Pre-order Policy for details. Your rights under the ACL apply to pre-orders as they do to all other orders.

In-store pickup orders

Pickup orders not collected within one month of the date they were ready are cancelled and refunded to the original payment method. See our Shipping Policy for pickup details.

Timelines and Definitions

• For the purposes of this policy, business days are Tuesday to Sunday, 10:00 am to 6:00 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 name: Playmantis PTY LTD
Address: Unit 7/461 Ipswich Road, Annerley Queensland 4103, Australia
Email: support@playmantis.com.au
Phone: (07) 3864 4942
Contact Form: https://playmantis.com.au/pages/contact
ABN: 66 687 422 859
ACN: 687 422 859
Customer service: Tuesday to Sunday, 10:00 am to 6:00 pm AEST. 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.