Refund policy
This policy operates alongside our Terms of Service and Shipping Policy. Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law (ACL).
14-Day Change-of-Mind Returns
You may request a change-of-mind return within 14 days of receiving your item, subject to the eligibility requirements and exclusions set out in this policy.
Eligibility
To qualify for a return, your item must be in the same condition as received, including original and untampered packaging where applicable. It must include all tags, original packaging, and any accessories or included components, and be accompanied by proof of purchase.
How to Start a Return
To initiate a return, contact us at info@collexstar.com. Customers are responsible for return shipping costs unless agreed upon with Collexstar. Once approved, we will provide return instructions. Items returned without prior authorisation may be refused and returned to the sender.
Damages and Issues
Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, please contact us within 7 days where possible, providing photo or video evidence so we can assess the issue promptly. This timeframe is a preference to assist us in resolving issues quickly — your rights under the Australian Consumer Law are not limited to this period.
Non-Returnable Items
The following items are not eligible for change-of-mind returns: custom or personalised products, gift wrapping fees, sale items, gift cards, and sealed trading card products where the seal has been broken. Change-of-mind returns are also not accepted for items that have been opened, used, damaged, or tampered with, except where required under the ACL.
For the avoidance of doubt, the above exclusions apply to change-of-mind returns only. They do not affect your rights under the ACL in the event that a product is faulty, misdescribed, or not of acceptable quality.
Pre-Orders and Expression of Interest (EOI) Orders
Pre-orders and confirmed EOI orders may be cancelled in accordance with our Terms of Service. Where an EOI allocation cannot be fulfilled due to supplier allocation, we will provide a refund for the unfulfilled amount. Where a pre-order cannot be fulfilled within the estimated timeframe, we will contact you with available options, including a revised delivery estimate, cancellation, or refund.
Faulty or Misdescribed Items
If an item is faulty, misdescribed, or otherwise not of acceptable quality, we will assess the issue in accordance with the ACL. Where required, we will provide a remedy such as a repair, replacement, refund, or other appropriate outcome. Where the item is confirmed to be faulty or incorrectly supplied, where required under the Australian Consumer Law, we will reimburse reasonable return shipping costs.
Exchanges
To request an exchange, contact info@collexstar.com. Exchanges are subject to product availability. Where an exchange is not possible, we may offer a refund in accordance with this policy. Exchange requests will be processed within 10 business days of receiving the returned item, subject to stock availability.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 10 business days. Processing times may vary depending on your financial institution. If more than 15 business days have passed since approval, please contact us.
Refunds will generally be issued to the original payment method unless otherwise agreed or required by law. Where only part of an order is affected, a partial refund may be issued for the affected portion only.
We do not charge restocking fees for approved returns.
ACL Consumer Guarantees
Under the Australian Consumer Law, consumer guarantees apply to our products and cannot be excluded. Nothing in this policy limits, excludes, or modifies any rights you have under the ACL.
However, for trading card products and sealed collectables, the following applies:
Opening a sealed trading card product means it is no longer eligible for a change-of-mind return. Change-of-mind returns are not available for opened products at any time, including after the 14-day return window has passed.
Opening a sealed trading card product does not affect your rights under the Australian Consumer Law where the product is faulty, misdescribed, or otherwise fails to meet the consumer guarantees.
Examples include cards that are physically defective, a sealed product that arrived already opened or tampered with, or an item that was materially misdescribed at the time of sale.
The Australian Consumer Law does not guarantee specific pull rates, pack contents, card values, or grading outcomes. These are random by design and are not considered product defects.
For non-trading card products, ACL consumer guarantees apply for the expected useful life of the product, which may extend beyond our 14-day return window. If you believe a non-trading card product has a major failure, please contact us at info@collexstar.com regardless of when the issue arose.
Important
All prices are in Australian dollars (AUD) and include GST where applicable. We currently only accept orders and returns within Australia.
Contact
Collexstar
Level 2/ 868-870 Hay Street
Perth Western Australia 6000
Australia
Email: info@collexstar.com
Phone: +61 8 5123 6000