Refund policy
Return & Refund Policy
Last updated: July 2026
Overview At Kat Collects we take pride in delivering 100% genuine, factory sealed product to every customer. We want you to shop with confidence knowing that if something isn't right, we'll work with you to resolve it fairly and promptly.
Our Commitment to You All products sold by Kat Collects are covered by the Australian Consumer Law (ACL). Nothing in this policy limits or excludes any rights you have as a consumer under the ACL. For more information visit accc.gov.au.
Change of Mind Returns Due to the collectible nature of sealed trading card game products, we are unable to accept change of mind returns on any product once it has left our possession. Please choose carefully before completing your purchase.
If you have questions about a product before purchasing, contact us at support@katcollects.com.au and we'll be happy to help.
Damaged or Defective Items If your order arrives damaged or defective, please contact us at support@katcollects.com.au within 48 hours of delivery with:
- Your order number
- A description of the damage or defect
- Clear photos of the damaged item and packaging
We will assess your claim promptly and where applicable offer one of the following resolutions:
- Replacement of the item (subject to stock availability)
- Store credit
- Full or partial refund
We reserve the right to assess each claim on a case by case basis in accordance with the ACL.
Incorrect Items If you receive an item that is different from what you ordered, please contact us at support@katcollects.com.au within 48 hours of delivery with your order number and a photo of the item received. We will arrange for the correct item to be sent or issue a full refund at no additional cost to you.
Missing Items If an item is missing from your order, please contact us at support@katcollects.com.au within 48 hours of delivery with your order number. We will investigate and resolve the issue promptly.
Assorted Products Some products at Kat Collects (including mini tins and poster collections) are sold as assorted designs selected at random. By purchasing an assorted product you acknowledge that a specific design cannot be guaranteed. Random design selection is not grounds for a return or refund.
Sealed Product Policy Due to the nature of trading card game products:
- We cannot accept returns on any product that has been opened
- We cannot guarantee specific card pulls or contents within sealed product
- The thrill of the pull is part of the experience — we hope you understand!
Refund Processing Approved refunds will be processed to your original payment method within 5–10 business days of the refund being approved. Processing times may vary depending on your bank or payment provider.
How to Lodge a Return or Refund Request
- Email us at support@katcollects.com.au with your order number, description of the issue, and photos where applicable
- We will respond within 1–2 business days with your return authorisation and return address details
- Do not return any item without first receiving written authorisation and return address details from us — unauthorised returns may not be accepted
Return Shipping Where a return is authorised:
- If the return is due to our error (wrong item, damaged item) Kat Collects will cover return shipping costs
- If the return is for any other approved reason, return shipping costs are the responsibility of the customer
- We recommend using tracked shipping for all returns as we cannot be responsible for items lost in transit
Consumer Guarantees Under Australian Consumer Law Under the ACL 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 they fail to be of acceptable quality and the failure does not amount to a major failure. These rights cannot be excluded by our store policy.
Contact For all returns and refund enquiries please contact: support@katcollects.com.au
We aim to respond to all enquiries within 1 business day Monday to Friday.
Business Details Kat Collects | ABN: 21 646 981 253 | Email: support@katcollects.com.au | Website: katcollects.com.au