RETURN & REFUND POLICY
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your rights under the Australian Consumer Law.
1. FAULTY, DAMAGED OR INCORRECT ITEMS
If your item is faulty, damaged, incomplete, unsafe or significantly different from its description, contact us as soon as possible with your order number and photos.
If the problem is major, you can choose a refund or a replacement. If the problem is not major, we will repair or replace the item within a reasonable time.
For items damaged in transit or missing from your order, please contact us within 14 days of delivery so we can lodge a claim with Australia Post.
Refunds for faulty, damaged or incorrect items are made to your original payment method.
2. CHANGE OF MIND
Please choose carefully. We do not offer refunds if you simply change your mind.
We will exchange an item within 14 days of purchase or delivery if it is unopened, unused and in its original condition, with proof of purchase.
Change-of-mind exchanges do not apply to:
- TCG singles
- Sealed TCG product (see our Sealed TCG Policy)
- Opened or used product
- Special orders (items ordered in specifically for you)
- Sale and clearance items
- Event tickets (see section 4)
- Gift cards
Any refund we agree to give for change of mind is at our discretion and will have 2% deducted to cover payment processing costs. Change-of-mind refunds are not available for special orders or sale and clearance items.
3. PRE-ORDERS
Online pre-orders are paid in full at the time of order. In-store pre-orders may be secured with a deposit.
- If you cancel a pre-order, the amount paid will be issued as store credit.
- If we are unable to supply your pre-order, you may choose to wait for stock or receive a full refund to your original payment method.
- Release dates are set by manufacturers and may change. If a product is delayed more than 60 days past the release date stated at the time of your order (or a revised date announced by the manufacturer), you may request a full refund to your original payment method.
4. EVENT TICKETS
- Tickets can be transferred to another person at any time. Just let us know the new attendee's name.
- If you cancel with at least 48 hours' notice before the event starts, the ticket price will be issued as store credit.
- If you cancel with less than 48 hours' notice, or do not attend, the ticket is forfeited.
- If we cancel an event, you will receive a full refund to your original payment method.
5. BANNED CARD PROTECTION
If you buy a TCG single from us and it is banned in a sanctioned format within 7 days of your purchase, you may return it in the same condition for a full refund in store credit. Returns must be made within 14 days of the ban announcement.
6. GIFT CARDS AND STORE CREDIT
Gift cards and store credit do not expire. They cannot be redeemed for cash and are not transferable, except that a gift card may be given to another person to use.
7. HOW TO REQUEST A RETURN OR REFUND
Email sales@blackheartgames.com.au or call +61 439 306 091 with your order number and details of the issue. Please do not send items back without contacting us first.
If an item is faulty or incorrect, we will cover reasonable return postage costs. Return postage for change-of-mind exchanges is at your cost.
