Return & Refund Policy

At Emberstone Games, we want you to receive the products you ordered in the condition you expect.

Due to the nature of trading card games and collectible products, we do not offer returns, exchanges or refunds for change of mind. This includes situations where you no longer want an item, ordered the wrong product, found the product cheaper elsewhere, or the market value of a product has changed after purchase.

This policy does not limit or exclude any rights you may have under the Australian Consumer Law.

Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty, incorrect, or otherwise does not match what you ordered, please contact us as soon as reasonably possible after receiving your order.

Please include:

• your order number;
• a description of the issue; and
• clear photos of the product, parcel and packaging where relevant.

Depending on the circumstances, we may request additional photos, video or other information so that we can properly assess the issue.

Please retain the product and all relevant packaging until your claim has been resolved.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a remedy such as a repair, replacement or refund depending on the circumstances and nature of the problem.

Opening Your Order

Trading card products can be difficult to assess once packaging or factory seals have been opened.

For this reason, we strongly recommend recording a continuous video when opening your delivery, particularly if the parcel appears damaged, opened or tampered with when it arrives.

If you believe a sealed product has been tampered with, contains an incorrect quantity of packs or products, or has another issue that can only be identified after opening it, photos and/or video of the parcel and opening may significantly assist us in assessing your claim.

Opening footage is not a condition of your rights under the Australian Consumer Law, but having clear evidence of the condition of the parcel and product when received can help us investigate and resolve disputed claims.

If there are visible signs of damage or tampering before opening a product, we recommend photographing the condition of the product and contacting us before breaking any factory seals.

Trading Card Product Contents

Booster packs, booster boxes and other trading card products contain randomly assorted cards unless otherwise stated.

We do not provide refunds, replacements or compensation simply because a product does not contain a particular card, rarity, pull rate, card value or expected combination of cards.

Any stated card ratios, pull rates or expected contents that originate from a manufacturer are subject to the manufacturer's product configuration and are not a guarantee from Emberstone Games unless expressly stated otherwise.

This does not affect your rights where the product itself is faulty, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Sealed Products

Products advertised as factory sealed will be supplied as such unless clearly stated otherwise on the product listing.

Breaking or removing a factory seal does not automatically remove your rights under the Australian Consumer Law. However, we do not accept opened products for change-of-mind returns.

If you believe there is an issue with the condition or authenticity of a factory seal, please contact us before opening the product wherever reasonably possible.

Trading Cards and Condition

Where individual trading cards are sold with a stated condition, we make reasonable efforts to assess and describe that condition accurately.

Minor differences in individual interpretation of card condition may occur. If you believe a card has been materially misrepresented or has arrived damaged, please contact us with clear photographs so we can assess the issue.

Shipping Damage

If your parcel appears to have been damaged during shipping, please photograph the external packaging, shipping label, internal packaging and affected products before disposing of any packaging.

Please contact us as soon as reasonably possible so we can assess the damage and, where appropriate, raise the matter with the shipping carrier.

Returns

Please contact us before returning any product so that we can assess the issue and provide return instructions where required.

Do not send products to an address shown elsewhere on our website without first receiving return instructions from us.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return shipping costs will be handled or reimbursed as required by law.

Products being returned should be packaged appropriately to prevent further damage during transit.

Cancellations Before Dispatch

If you need to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before dispatch, but we cannot guarantee that an order can be cancelled once fulfilment has begun.

Once an order has been dispatched, our normal return and refund policy applies.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that you may have under the Australian Consumer Law.

Contact Us

If there is a problem with your order, please contact us through our Contact page and include your order number and details of the issue. We aim to respond within 1–2 business days.