Refund policy

Returns & Refund Policy | North Shore TCG Store

At North Shore TCG Store, we take pride in providing high-quality Pokémon TCG products, accessories, and collectibles.
This policy outlines our refunds, exchanges, and return process to ensure full transparency when shopping with us.

1. Change of Mind Policy

Please choose carefully before purchasing.
North Shore TCG Store does not offer refunds or exchanges for change of mind or accidental orders once they have been placed.

2. Return Timeframes

All refund or exchange requests must be submitted within 7 days of receiving your order.
Requests made after this period may not be accepted.

3. Faulty, Damaged, or Incorrect Items

We will gladly provide a refund or exchange if:

  • The product is faulty or defective,

  • You received the wrong item, or

  • Your order was damaged in transit.

Please note: Minor packaging flaws (e.g., small dents, scratches, or creases that do not affect the product itself) are not considered defects and are not eligible for refund or exchange.

4. How to Request a Refund or Exchange

If you believe you’ve received a faulty or incorrect item:

  1. Contact us via email or through our social media channels within 7 days of delivery.

  2. Include:

    • Your order number

    • Photos clearly showing the item, packaging, and any defects

Our team will review your request within 24 hours.
If approved, we’ll send you a prepaid Australia Post return label to send the item back for assessment.

Once we receive and inspect the returned item, we will contact you to confirm the outcome.

If an Exchange Is Approved

You’ll receive a coupon code equal to:

  • The value of the returned product, and

  • An additional amount to cover standard postage.
    (Example: if your returned item is $15, you’ll receive a $25 coupon.)

If a Refund Is Approved

Refunds are processed in the same payment method and currency used at checkout.
Refund values are based on the exchange rate at the time of refund.

5. Refund Processing Times

Credit/Debit Card Payments

Refunds are sent to the same card used for payment.
Please allow up to 30 days for the refund to appear on your statement, depending on your bank.

PayPal Payments

Refunds are issued according to PayPal’s process:

  • Payments made via PayPal balance or bank transfer return to your PayPal balance.

  • Payments made via credit card return to the original card (may take up to 30 days).

All refunds are issued in Australian Dollars (AUD) using PayPal’s current exchange rate at the time of processing.

6. Refund Fees

If a refund request is not related to a faulty or damaged product, the following may apply:

  • Shipping costs are the customer’s responsibility

  • A 7% administrative fee may be deducted

These fees are applied at the discretion of our team when handling your case.

7. Pre-Order Cancellations

Pre-orders can be cancelled within 3 days of purchase for a full refund.
After this period — or once the product has been released internationally (whichever comes first) — all pre-orders become non-refundable.

Note: International release dates may differ from Australian release dates.

8. Out-of-Stock Items

If a product you ordered becomes unavailable:

  • We will contact you to arrange a refund or replacement item of equal value.

For single cards, if a specific card is out of stock, we will:

  • Automatically refund that item,

  • Ship the remainder of your order,

  • Not contact you before fulfillment.

9. Contact Us

For all return, exchange, or refund inquiries, please reach out to our Customer Care Team via:

  • Email: northshoretcgstore@outlook.com

  • Socials: @northshoretcgstore

We’re happy to help ensure your order is handled quickly and fairly.