Your rights under the Australian Consumer Law
Goods sold in Australia come with guarantees that cannot be excluded. Ours are no exception. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
A major failure includes goods that are significantly different from their description, unfit for their normal purpose, or unsafe. Everything below sits on top of those rights, never in place of them.
Always refunded, no argument
- The parcel never arrived. Confirmed lost in transit, your choice of replacement or full refund.
- It arrived damaged. Crushed, water-damaged or opened in transit.
- Wrong item. Not what you ordered, or not the variant you selected.
- Not factory sealed. Every box and bundle we sell is sealed. If a seal is broken or tampered with on arrival, that is on us.
- Counterfeit or not as described. If anything we sell turns out not to be genuine Japanese product, you get a full refund and you keep the item. We would also very much like to know about it.
- We cancelled your order. Full refund, always, within 2 days.
In every case above we cover return postage where a return is needed at all, and in most cases it is not.
If your order runs late
Everything on the site is in stock in Sydney. We handle an order in 1–3 business days (we dispatch Saturday to Wednesday) and Australia Post carries it from there; the full breakdown by destination is on the Shipping page, and those are the windows we hold ourselves to. Presale sets are the exception: they are dispatched the day the stock lands, by the date shown on the product.
If your order has not been dispatched by the end of its stated window, you may cancel for a full refund on request, no reason needed and no restocking fee. That right stays open until the order actually ships.
We will also email you, unprompted, if we know an order is going to miss its window, before the date, not after it. If a Japan consignment slips, you hear it from us first.
Under the ACL, where no delivery time is agreed, goods must be supplied within a reasonable time. We state our times precisely so there is nothing to argue about.
Changed your mind
We are not required to refund a change of mind, and for sealed collectibles most sellers do not. We do, within limits:
- Before dispatch: cancel any order for a full refund, for any reason. Email us and it is done.
- After delivery: 14 days to return an unopened, undamaged, still-sealed item for a refund less the original postage cost. Return postage is yours, and we recommend tracking. Until it reaches us, it is your parcel.
Change-of-mind returns are not available on items whose seal has been broken. With sealed trading cards the contents cannot be verified once opened, and we cannot resell as sealed something that is not.
Sealed product and pull rates
We sell sealed product exactly as it leaves the manufacturer. We do not open, weigh, sort, search or reseal anything, and we cannot influence what is inside a given box.
So, plainly: a disappointing pull is not a fault and is not grounds for a refund. Cards are randomly distributed by the manufacturer, chase cards are rare by design, and two boxes from the same case can differ wildly. That is the product working as intended, and it is the risk everyone takes.
What is covered: manufacturing defects, a misprint, a miscut, a factory-damaged card, a short-packed box. Those are genuine faults. Photograph them, send them through, and we will sort it out.
Bulk lots (for example our AR lots) are sold by category and quantity, not by specific card. You are guaranteed the stated number of cards at the stated rarity; which cards you receive varies and is not chosen by you or by us. Condition is described per listing. Getting a different mix than you hoped is not a fault, but receiving fewer cards than stated, or a lower rarity than stated, absolutely is.
How to make a claim
- Email contact@wooprtcg.com.au from the address you ordered with.
- Include your order number and what went wrong.
- For damage or defects, attach photographs, including the outer packaging if the parcel itself was damaged.
We reply within one day. Approved refunds go back to your original payment method within 2 days of approval; your bank then takes its own time, typically 3–5 business days.
If a return is required we send you the address and, where the fault is ours, a prepaid label. Please do not post anything back before contacting us. Unannounced returns are difficult to match to an order.
You can take a complaint to NSW Fair Trading or the ACCC at any time. We would much rather sort it out directly, but you should know the door is there.