Returns & Refunds

Overview

CardPop sells two kinds of items, each with its own policy: new CardPop Shop products sold by CardPop itself, which can be returned or exchanged within 14 days of delivery for any reason, and marketplace purchases from other CardPop collectors, where a sale is binding if the card is as advertised and CardPop Buyer Protection refunds you in full if it isn’t or never arrives. Returns are available within Australia. Nothing in this policy limits your rights under the Australian Consumer Law.

CardPop Shop returns & exchanges (new products)

• Return window: 14 days from the day your order is delivered.
• Defective and non-defective items: we accept returns of faulty items and change-of-mind returns. For a change-of-mind return the item must be new and unused, in its original condition and packaging.
• Exchanges: accepted — swap for a different colour, size or product, subject to stock.
• Return method: by mail. You arrange the return postage and the cost of the return postage is your responsibility. A tracked service is recommended.
• Restocking fee: none. There is no charge for returning an item.
• Refund processing time: once your return arrives and has been checked, your refund is processed within 7 days to your original payment method.

How to return or exchange a Shop product

Within 14 days of delivery, email [email protected] with your order number, the item(s) you are returning and whether you would like a refund or an exchange. We reply with the return address and instructions; post the item back well packed with your order number included. Once it arrives we process your refund within 7 days, or send out your exchange.

Marketplace purchases — CardPop Buyer Protection

Every marketplace order is covered by CardPop Buyer Protection. If the card is significantly not as described, arrives damaged, is counterfeit, or never arrives, report it within 7 days of delivery and, once approved, you’re refunded in full — the card’s price, postage and every fee — to your original payment method. A marketplace sale is binding when the card is as advertised, so there are no change-of-mind returns on cards bought from other collectors.

Sellers are expected to post within 7 days. If your order hasn’t been marked as posted by then you can report it as not received, and if a tracked parcel goes missing the seller — not you — carries the loss. No claim can be opened more than 45 days after purchase.

What you get back

An approved claim refunds everything you paid on the order: the card’s price, the seller’s postage, CardPop’s service fee and the payment-processing fee. Nothing is retained. Example — a $100 card with $10 postage, a $3 service fee and a $2.50 processing fee returns $115.50 AUD.

When a claim is approved

• The card is significantly not as described (wrong card, wrong condition or grade, undisclosed damage).
• The card arrived damaged in transit (photos of the packaging required).
• The card is counterfeit or altered.
• The seller never posted it, or it never arrived.
• The seller cancelled after you paid.

When a claim isn’t

• Change of mind or buyer’s remorse — a marketplace sale is binding once the card is as advertised.
• The market price moving after you bought.
• Minor, subjective condition opinions on raw (ungraded) cards that match the photos and description.
• Requests made after the window — 7 days from delivery, and never more than 45 days after purchase.

How to make a claim

Go to My Account → Orders, choose Request Refund on the order, pick the reason and add photos. CardPop reviews every claim within 2 business days and tells you the outcome by email and in the app. Approved refunds are issued through Stripe and take 5–10 business days to appear on your statement.

Seller obligations

Sellers must describe condition and grade accurately, post within 7 days using a tracked service, and carry the risk of a parcel that doesn’t arrive. Where a claim is approved, the seller’s payout for that order is reversed. Repeat misdescription leads to account suspension.

Disputes

If buyer and seller can’t resolve an issue directly, contact CardPop support with the order number and evidence. The team mediates and makes a binding decision within 5 business days.