Refund policy

Return and Refund Policy

Last updated: 12 August 2026

This Return and Refund Policy applies to purchases made from RareLock.

We want you to feel confident when ordering from us. This policy explains our voluntary change-of-mind return conditions as well as your rights when a product is damaged, defective, incorrect or otherwise fails to meet applicable consumer guarantees.

1. Change-of-mind returns

We accept eligible change-of-mind return requests made within 14 days of delivery.

To qualify for a change-of-mind return, the item must be unused, complete, undamaged and in its original packaging, in a condition suitable for resale as new.

Because our products are protective and display accessories for trading cards, we may decline a change-of-mind return if the original packaging has been opened, damaged or removed, or if the product has been used, scratched, marked, altered or otherwise handled in a way that prevents it from being resold as new.

The 14-day period and original-packaging requirements apply only to voluntary change-of-mind returns. They do not limit any rights you may have under applicable consumer law.

2. Damaged, defective or incorrect items

If your order arrives damaged, defective, materially different from its description, or you receive an incorrect item, please contact us as soon as reasonably possible.

Please provide your order number together with clear photographs or video showing the issue when possible. This helps us assess and resolve the matter efficiently.

Depending on the circumstances and applicable consumer law, an appropriate remedy may include a repair, replacement, refund or another remedy available to you by law.

Nothing in this policy excludes, restricts or modifies consumer rights that cannot legally be excluded, including consumer guarantees under the Australian Consumer Law where applicable.

3. How to request a return

For a change-of-mind return, contact us within 14 days of delivery at:

support@rarelocktcg.com

For damaged, defective, incorrect or non-compliant products, contact us as soon as reasonably possible. Your statutory consumer rights are not limited to 14 days.

Please do not return an item before receiving return instructions from RareLock.

4. Return shipping

For an approved change-of-mind return, the customer is responsible for return shipping costs.

If a product is confirmed to be faulty, damaged, incorrect or otherwise covered by applicable consumer guarantees, return shipping costs will be handled in accordance with applicable consumer law. Where required, RareLock will reimburse reasonable return shipping costs.

5. Items not eligible for change-of-mind returns

We may refuse a voluntary change-of-mind return where:

the original packaging is opened, damaged or missing;
the product has been used, scratched, marked or altered;
protective packaging has been removed;
the product is incomplete or accessories are missing; or
the item is returned without following the return instructions provided by RareLock.

These conditions apply only to change-of-mind returns and do not affect your rights regarding faulty, damaged, incorrect or misdescribed products.

6. Refunds

Once an approved return has been received and assessed, we will notify you of the outcome.

If a refund is approved, it will normally be issued to the original payment method. Processing times after we issue the refund may vary depending on your bank, card issuer or payment provider.

Where applicable consumer law gives you the right to choose a refund rather than another remedy, that right will be respected. Under the Australian Consumer Law, for example, consumers may generally choose between a refund and replacement where a product has a major problem.

7. Order cancellations

If you wish to cancel an order, contact us as soon as possible.

We will try to accommodate cancellation requests before fulfilment begins. However, once an order has entered processing or has been dispatched, cancellation may no longer be possible and the applicable return procedure may need to be followed instead.

8. Australian Consumer Law

RareLock's voluntary return policy operates in addition to, and does not replace, any rights available to consumers under applicable law.

Australian consumers may have statutory rights to remedies where goods are faulty, unsafe, not of acceptable quality, not fit for their intended purpose, or materially different from their description. These rights cannot be removed by a store policy.

9. Contact

For return, refund or order-related questions, please contact:

RareLock
Email: support@rarelocktcg.com