Refund policy

At Lunar Cards, we want every customer to have a positive purchasing experience. If there is a problem with your order, please contact us so we can review the situation and determine the appropriate resolution.

This policy applies to purchases made through LunarCards.shop.

1. Contact Us Before Returning an Item

Please contact us before sending any product back.

Email: contact@LunarCards.shop
Phone: +1 (479) 345-1674

When contacting us, please provide:

  • Order number

  • Full name

  • Description of the issue

  • Photographs of the product

  • Photographs of the packaging, where relevant

We may request additional information to assess the issue.

2. Damaged Products

If your order arrives damaged, contact us as soon as reasonably possible.

Please provide clear photographs showing:

  • The damaged product

  • The outer shipping package

  • Internal packaging

  • Shipping label

  • Any visible damage

We will review the information and determine the appropriate resolution.

Depending on the circumstances, the resolution may include a replacement, repair, refund, or other remedy where required or appropriate.

3. Incorrect Products

If you receive an item that is different from what you ordered, contact us as soon as possible.

We may arrange for the incorrect product to be returned and provide the correct product, a replacement, or an applicable refund.

4. Defective or Faulty Products

If a product is defective, faulty, unsafe, or otherwise fails to meet applicable consumer guarantees, contact us.

Depending on the circumstances and applicable law, you may be entitled to a:

  • Repair

  • Replacement

  • Refund

  • Cancellation of the purchase

  • Other applicable remedy

Nothing in this policy limits any consumer guarantees or rights that cannot legally be excluded.

5. Change-of-Mind Returns

Change-of-mind returns are subject to our voluntary return conditions.

For collectible and trading card products, we may require products to be:

  • Unopened

  • Unused

  • In original packaging

  • In resalable condition

Because Pokémon TCG products are collectible items, opened sealed products may not be eligible for voluntary change-of-mind returns.

This does not affect any mandatory consumer guarantees or remedies available under applicable law.

6. Individual Trading Cards

Individual trading cards are collectible products and should be inspected carefully upon delivery.

If you believe a card was damaged during delivery, is materially different from the listing, or there is another legitimate issue with the order, contact us with photographs and your order information.

We will assess the issue and provide an appropriate resolution where warranted.

7. Sealed Products

Sealed products may include:

  • Booster packs

  • Booster boxes

  • Elite Trainer Boxes

  • Collection boxes

  • Tins

  • Special collections

  • Other sealed Pokémon TCG products

For voluntary change-of-mind returns, sealed products generally need to remain unopened and in their original condition.

Opening a sealed collectible product may affect eligibility for a voluntary change-of-mind return.

This restriction does not override mandatory consumer rights.

8. Pre-Orders

Pre-orders are subject to our Pre-Order Policy.

If you need to cancel a pre-order, contact us as soon as possible.

Cancellation may depend on whether the order has entered fulfillment and on applicable consumer law.

If a pre-order cannot be fulfilled due to circumstances within our responsibility, we will provide an appropriate resolution, including a refund where required.

9. Return Shipping

If a return is approved, we will provide instructions regarding where and how to send the product.

Where the return relates to a product that is faulty, damaged, incorrect, or otherwise covered by a mandatory consumer remedy, we will handle return shipping in accordance with applicable law.

For voluntary change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise agreed.

10. Return Condition

Returned products may need to be inspected before a voluntary refund or exchange is approved.

Where a product is returned under a mandatory consumer remedy, applicable legal rights will determine the appropriate outcome.

Customers should package returned products securely to help prevent damage during return transportation.

11. Refunds

Once an approved return has been reviewed, any applicable refund will generally be issued to the original payment method where reasonably possible.

The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

We will not intentionally delay a refund once we are required to provide it.

12. Exchanges and Replacements

Where appropriate and available, Lunar Cards may offer a replacement instead of a refund.

Replacement availability depends on inventory.

If the same product is unavailable, another appropriate remedy may be offered where required by applicable law.

13. Non-Returnable Items

Unless otherwise required by law, voluntary change-of-mind returns may not be accepted for:

  • Opened sealed trading card products

  • Products damaged after delivery through customer handling

  • Products that have been altered or modified

  • Products missing original components

  • Personalized or specially prepared products, where applicable

These exclusions do not limit mandatory consumer rights.

14. Refund Exceptions

A refund may not be available for a voluntary change-of-mind return where the product does not meet the applicable return conditions.

However, if the product is faulty, damaged, incorrect, unsafe, or otherwise covered by a mandatory consumer guarantee, applicable legal remedies will continue to apply.

15. Australian Consumer Law

Where Australian Consumer Law applies, customers have statutory consumer guarantees that cannot be excluded by a store policy.

Depending on the circumstances, a customer may be entitled to a repair, replacement, refund, cancellation, or other remedy when a product does not meet applicable consumer guarantees.

This policy is not intended to remove, restrict, or modify those rights.

16. Fraudulent or Abusive Returns

Lunar Cards reserves the right to investigate suspicious or potentially fraudulent return claims.

We may request reasonable evidence to verify a claim.

Nothing in this section affects legitimate consumer rights or remedies provided by applicable law.

17. How to Request a Return or Refund

To request assistance, contact:

Lunar Cards
12 Healy Road
Deanmill WA 6258
Australia

Email: contact@LunarCards.shop
Phone: +1 (479) 345-1674

Please include your order number, a description of the issue, and photographs where applicable.

We aim to respond to return and refund requests within 1–2 business days.

18. Policy Updates

Lunar Cards may update this Return and Refund Policy when necessary to reflect changes to our business, products, procedures, or applicable legal requirements.

The latest version will be published on this page with the applicable "Last Updated" date.

Nothing in an updated policy will remove consumer rights that cannot legally be excluded.