Refund and Returns Policy

Last updated: 23 September 2026

This policy applies to purchases from Pokenexa. Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

Faulty, damaged, incorrect or not-as-described products

If an item is faulty, damaged in transit, materially different from its description, or we sent the wrong item, please contact us as soon as reasonably possible with your order number and details of the issue. We may ask for photographs or other reasonable information so we can assess the product.

Where the Australian Consumer Law provides a remedy, we will provide the appropriate repair, replacement, refund or other remedy. For a major failure, you may be entitled to choose a refund or replacement as provided by law.

Change-of-mind returns

In addition to your legal rights, we may accept a change-of-mind return if you contact us within 30 days after delivery and the item is unused, unopened, in its original saleable condition and packaging, and accompanied by proof of purchase.

Unless required by law, change-of-mind returns are not generally available for:

opened booster boxes, packs, decks, collection boxes or other factory-sealed trading card products;
individual trading cards or other condition-sensitive collectibles;
items damaged, altered or used after delivery;
gift cards or digital products, if offered; or
items clearly marked as non-returnable before purchase.

For approved change-of-mind returns, the customer is responsible for return shipping and the original shipping charge is not refundable unless required by law.

Trading cards and collectible condition

Where a product is sold with a stated condition, such as Near Mint, the condition description forms part of the product listing. Minor manufacturing variations can occur in sealed products. Opening a sealed trading card product changes its condition and generally makes it ineligible for a discretionary change-of-mind return.

Sealed products and pull rates

Unless a product listing expressly states otherwise, we do not guarantee the contents, rarity, pull rate, grading outcome or future value of cards contained in manufacturer-sealed products. This does not affect your rights if the product itself fails a consumer guarantee.

Pre-orders

Release dates and arrival estimates for pre-order products are estimates and may change due to suppliers, publishers, manufacturers or carriers. If we cannot supply a pre-order within a reasonable timeframe, or if your rights under the Australian Consumer Law otherwise require it, you may be entitled to cancel and receive a refund.

How to request a return

Contact us before sending anything back. Include your order number, the item concerned and the reason for the request. We will provide return instructions where a return is authorised.

Refund processing

Approved refunds will normally be made using a reasonable available method. For orders paid by bank transfer, we may need to request appropriate bank details securely to complete the refund. Processing times can vary between financial institutions.

Contact

Email: info@pokenexa.com
Pokenexa, 55 Vicliffe Avenue, Campsie NSW 2194, Australia