Refund policy
Kanga TCG Refund, Return & Cancellation Policy
Last Updated: 11 August 2026
Kanga TCG
ABN: 79 916 569 013
Email: hello@kangatcg.com
Australia
Thank you for shopping with Kanga TCG. Due to the collectible, limited-release and market-sensitive nature of Trading Card Game (TCG) products, the following Refund, Return & Cancellation Policy applies to purchases made through Kanga TCG.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).
1. Change-of-Mind Returns
Kanga TCG does not accept returns, exchanges or refunds for change of mind.
This includes situations where:
- You no longer want the product;
- You purchased the wrong product;
- You found the product cheaper elsewhere;
- The market value of the product has increased or decreased;
- You changed your mind after placing the order;
- You are unhappy with the cards or contents obtained from a sealed product where there is no defect with the product itself.
Please carefully review your order before completing payment.
2. Opened or Unsealed TCG Products
Opened or unsealed TCG products cannot be returned or refunded for change of mind.
This includes, but is not limited to:
- Booster boxes;
- Booster packs;
- Elite Trainer Boxes (ETBs);
- Booster bundles;
- Collection boxes;
- Tins;
- Sealed cases;
- Decks;
- Promotional products; and
- Other sealed TCG products.
Once the manufacturer’s seal, shrink wrap, packaging or other security seal has been opened, broken or removed, the product is considered opened.
This restriction does not limit any rights you may have under Australian Consumer Law where a product has a major or other failure covered by applicable consumer guarantees.
3. Damaged, Faulty or Incorrect Items
If an item arrives damaged, faulty, or you receive an incorrect item due to an error by Kanga TCG, please contact us at hello@kangatcg.com as soon as reasonably possible after receiving your order.
To help us assess the claim, we may request reasonable evidence, including:
- Clear photographs of the product;
- Photographs of the shipping box or satchel;
- Photographs of the shipping label;
- Photographs showing the damage or issue;
- Your order number; and
- Where reasonably necessary, a short video showing the condition of the product and packaging.
Please keep the product and all original packaging while your claim is being assessed.
Where the claim is verified, Kanga TCG will provide the remedy required by Australian Consumer Law. Where appropriate, this may include a replacement, refund or other remedy.
For minor issues where replacement is an appropriate remedy, Kanga TCG may provide a replacement.
4. Shipping Damage
Customers should inspect their parcel promptly after delivery.
If there is visible shipping damage, please photograph the parcel before opening it wherever reasonably possible, including the outer packaging, shipping label and damaged areas.
We recommend contacting Kanga TCG within 48 hours of delivery where possible. Reporting shipping damage promptly helps us investigate the issue with the shipping carrier.
A failure to report within 48 hours does not remove any rights you may have under Australian Consumer Law.
Please do not dispose of the packaging until the claim has been resolved.
5. Pre-Orders
Pre-orders are final and cannot be cancelled for change of mind once placed.
TCG pre-orders often involve Kanga TCG committing funds, securing allocations and placing non-refundable orders with suppliers or distributors specifically based on customer orders.
By placing a pre-order, you acknowledge that:
- Release dates and estimated arrival dates may change;
- Supplier and distributor schedules are outside Kanga TCG’s direct control;
- International and domestic shipping delays may occur;
- Customs, freight, weather, natural disasters, environmental events, carrier disruptions and other circumstances outside our reasonable control may cause delays; and
- A delay does not automatically entitle you to cancel a pre-order where Kanga TCG remains able and willing to fulfil the order, subject to your rights under Australian Consumer Law.
Customers must be prepared to wait for delayed stock where delays are caused by suppliers, shipping carriers, customs, environmental events or other circumstances outside Kanga TCG’s reasonable control.
Nothing in this section limits any non-excludable rights or remedies available under Australian Consumer Law, including where Kanga TCG ultimately cannot supply the goods or where applicable consumer guarantees otherwise require a remedy.
6. Wholesale / B2B Orders
Wholesale and business-to-business orders are considered committed orders once payment is made and/or Kanga TCG places or commits to the corresponding order with its supplier or distributor.
Wholesale/B2B orders cannot be cancelled or refunded for change of mind after Kanga TCG has committed to purchasing or allocating the stock for the customer.
This is because wholesale orders may involve:
- Stock purchased specifically for the business customer;
- Large quantities;
- Special pricing;
- Supplier commitments;
- Allocated inventory; and
- Non-refundable supplier orders.
Businesses should confirm quantities, products and pricing carefully before placing an order.
Nothing in these wholesale terms excludes any rights that legally cannot be excluded, including any applicable rights under Australian Consumer Law.
7. Supplier Delays & External Events
Estimated release, dispatch and delivery dates are estimates unless Kanga TCG expressly guarantees otherwise.
Delays may occur due to circumstances including:
- Supplier or distributor delays;
- Manufacturer delays;
- International freight delays;
- Customs processing;
- Courier or postal delays;
- Severe weather;
- Natural disasters;
- Environmental events;
- Port or transport disruptions; or
- Other circumstances outside Kanga TCG’s reasonable control.
Where Kanga TCG remains capable of fulfilling an order, a delay caused by such circumstances does not by itself create a change-of-mind cancellation right.
This section remains subject to Australian Consumer Law and any rights that cannot legally be excluded.
8. Supplier Allocations
TCG products, particularly new releases and high-demand products, may be subject to supplier or distributor allocations.
If Kanga TCG receives less stock than originally ordered or a supplier cancels or reduces an allocation, Kanga TCG may, where reasonably necessary:
- Reduce customer quantities;
- Partially fulfil an order;
- Allocate available stock between customers; and/or
- Refund the amount paid for any quantity Kanga TCG is unable to supply.
If part of your order can be supplied, Kanga TCG may fulfil the available portion and refund the unavailable portion.
Kanga TCG will not charge customers for products that Kanga TCG ultimately cannot supply.
9. Order Cancellation & Processing Fees
Where Kanga TCG agrees, at its discretion, to a cancellation or refund that is not required by Australian Consumer Law, Kanga TCG may deduct reasonable, non-recoverable costs associated with the transaction where legally permitted.
These may include non-refundable payment processing, platform or transaction fees actually incurred by Kanga TCG.
Any applicable deduction will be communicated to the customer.
No such fee will be deducted where doing so would unlawfully reduce a refund or remedy the customer is entitled to under Australian Consumer Law.
10. Return Shipping Costs
If a return is required because of an error by Kanga TCG or because the product is faulty, damaged or otherwise covered by applicable consumer guarantees, Kanga TCG will cover reasonable return shipping costs where required by Australian Consumer Law.
If Kanga TCG voluntarily agrees to accept a return that is not caused by Kanga TCG and is not required under Australian Consumer Law, the customer is responsible for the return shipping costs.
Products must be securely packaged when being returned.
11. Individual Trading Cards / Singles
Individual trading cards (“singles”) are not eligible for change-of-mind returns or refunds.
Customers should carefully review the listing, condition description and available photographs before purchasing.
Due to the subjective nature of card grading, minor differences in personal opinions regarding card condition do not automatically constitute a defect where the card was accurately described.
If a card is materially different from its listing, incorrectly supplied, damaged due to Kanga TCG’s handling, or otherwise fails an applicable consumer guarantee, please contact us with supporting evidence.
12. Market Price Changes
Trading cards and sealed TCG products are collectibles and their market values can change significantly.
Changes in market value after an order is placed do not provide grounds for cancellation, return or refund.
This applies whether the market value increases or decreases after purchase.
13. Claw Machine Purchases / Plays
Payments made for claw machine plays are generally non-refundable once a play has been used.
Not winning a prize does not entitle a customer to a refund.
If a machine malfunctions and prevents the customer from receiving the play they paid for or prevents a legitimately won prize from being dispensed, please contact Kanga TCG or store staff.
Where the issue can be verified, Kanga TCG may provide a replacement play, assist with dispensing the prize, or provide another appropriate remedy.
Products or prizes obtained through a claw machine are not eligible for change-of-mind returns.
Nothing in this section excludes any rights that cannot legally be excluded.
14. In-Store Purchases
The same general change-of-mind and opened-product rules apply to purchases made in person.
Customers are encouraged to inspect collectible products before completing an in-store purchase where inspection is possible without opening sealed merchandise.
Proof of purchase may be required for refund, replacement or warranty claims.
15. Suspected Fraud or Return Abuse
Kanga TCG reserves the right to investigate claims where there is reasonable evidence of fraud, product substitution, tampering or abuse of the returns process.
Products returned to Kanga TCG may be inspected before a remedy is processed where reasonable and lawful.
This does not affect a customer’s rights under Australian Consumer Law.
16. Refund Processing
Where a refund is approved, it will generally be issued to the original payment method where reasonably possible.
Processing times may vary depending on the customer’s bank, card issuer or payment provider.
Kanga TCG is not responsible for additional processing time caused by a financial institution after the refund has been submitted.
17. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Refund, Return & Cancellation Policy is intended to exclude, restrict or modify those statutory guarantees, rights or remedies.
Where Australian Consumer Law provides a customer with a right to a refund, replacement, repair or other remedy, those rights take priority over any inconsistent term in this policy.
18. Contact Us
For refund, return, damaged product or order enquiries, please contact:
Kanga TCG
ABN: 79 916 569 013
Email: hello@kangatcg.com
Please include your order number and relevant photographs or evidence when contacting us about an order.