Returns and refunds

Faulty, damaged or not as described

You are entitled to a remedy if an item:

• is in worse condition than the condition it was listed in (see our condition guide)
• is not the card or product shown in the listing, for example a different set, number, language or grade
• is a graded slab whose grade or cert number does not match the listing
• is sealed product that arrives opened or resealed
• arrives damaged in the post

Depending on the problem, the remedy is a refund, a replacement, or another fix we agree with you. For a major problem you can choose a refund or a replacement.

How to start a return

1. Email hello@atsume.com.au as soon as you can after the item arrives, with your order number and what is wrong.
2. Attach clear photos of the front and back of the item. For a graded slab, include the label and the case. For damage in the post, include the packaging.
3. Keep the item as it arrived, in its sleeve, toploader or case, until we reply.
4. We will tell you what happens next. If we need the item back, we cover the reasonable cost of posting it back to us.

Change of mind

We do not offer refunds or exchanges for change of mind, for example if you no longer want an item or find it cheaper elsewhere. This applies to all products, including single cards, graded slabs and sealed product. It does not affect your rights when an item is faulty, damaged or not as described.

Cancelling before we post

If you change your mind before your order is posted, email hello@atsume.com.au and we will cancel it and refund you in full. Once it is posted, it cannot be cancelled.

Graded slabs

We record the cert number and take photos of every slab before it is posted. A slab returned to us must be the same slab, with the same cert number and an undamaged case.

Sealed product

The cards inside packs are random. Not pulling a particular card is not a fault. If sealed product arrives opened, resealed or damaged, that is a fault and we will put it right.

Lost in the post

We deal with Australia Post, not you. If tracking shows your order is lost, we will replace it if we have another, or refund you in full.

Refunds

Refunds go back to the card or payment method you paid with, through our payment provider, Stripe. We issue a refund as soon as we have agreed it with you, or once we have checked an item you sent back. After that it usually takes 5 to 10 business days to appear in your account.

Pre-orders

Release dates are set by the publisher or maker and can move. We only take pre-orders for stock we expect to receive.

• If a release is delayed, we will email you. You can keep your pre-order or ask for a full refund.
• If a release is cancelled, or we receive less stock than expected and cannot fill your pre-order, we will email you and refund you in full.