Returns and Refunds

1. ACL rights

Our goods come with guarantees that cannot be excluded under 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 goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change-of-mind returns

We may accept change-of-mind returns within 14 days of delivery where items are unused, in original condition, and returned with all original packaging and accessories.

Change-of-mind return shipping is generally paid by the customer unless otherwise stated. Original shipping charges are usually non-refundable for change-of-mind requests.

3. Non-returnable situations

To the extent permitted by law, we may decline change-of-mind returns where items show signs of use, are damaged after delivery by misuse, or are returned without required components and packaging.

4. Faulty, damaged, or incorrect items

If an item is faulty, damaged on arrival, or incorrect, contact us promptly with your order number and clear photos where applicable. We may request additional information to assess the issue and determine the correct remedy under ACL.

5. Return approval process

Email support@cardsurvive.com.au with your order number, reason for return, and relevant supporting details. We will provide return instructions once your request is assessed.

Items returned without prior approval may delay processing.

6. Inspection and outcomes

Once we receive returned goods, we inspect them and confirm the outcome. Depending on the circumstances and your ACL rights, outcomes may include repair, replacement, store credit, or refund.

7. Refund timing

Approved refunds are generally processed to the original payment method within 5 to 10 business days, depending on your payment provider.

8. Contact

For return and refund queries, contact support@cardsurvive.com.au.