Refund policy

Effective: 13 August 2026

Thanks for shopping with Lootable. This policy explains when you can return a product and what remedies are available. Nothing in this policy limits your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, damaged or incorrect items

If your order arrives damaged, defective, resealed, counterfeit, or different from what you ordered, contact us at hello@lootable.com.au as soon as possible with your order number and photos of the issue. We will sort it out promptly — depending on the problem, that means a replacement, repair or full refund, and we cover the return postage for faulty or incorrect items. This applies to everything we sell, trading cards included.

Trading card products: sales are final

We do not offer change-of-mind returns, exchanges or cancellations on trading card products. This covers:

  • Sealed TCG product — booster boxes, booster packs, elite trainer boxes, tins, bundles, and starter or structure decks.
  • Single cards, whether raw or professionally graded.
  • Mystery boxes, repacks and other randomised products.

The contents of sealed and randomised product cannot be verified without breaking the seal, and secondary-market values move day to day. Once a sealed item has left our hands we have no way to confirm it is untouched, so these sales are final. This has nothing to do with faulty or incorrect items — if something arrives damaged, resealed, counterfeit or not what you ordered, the section above applies and your consumer-law rights are unaffected. This includes pre-orders — see Pre-orders below.

Pre-orders

Pre-ordered trading card products are final sale, the same as everything else above. Once a pre-order is placed we don’t offer change-of-mind cancellations, returns or exchanges.

There is one situation where we refund a pre-order: when we can’t supply it. We don’t find out our allocation from the publisher until a few weeks before release, and it is often less than we ordered. If we can’t fill your order in full, we’ll refund whatever we can’t supply within 5 business days of the email telling you — your bank may take a few days more to show it. How we decide who gets filled is set out on our pre-orders page.

Change of mind on everything else

For board games, accessories, collectables and other non-trading-card products, we accept change-of-mind returns under these conditions:

  • You contact us within 14 days of delivery, collection or in-store purchase.
  • The item is unopened, unused and in original, re-sellable condition, with any factory seal fully intact.
  • You provide proof of purchase.
  • You cover the return postage. We recommend tracked postage — the item remains your responsibility until it reaches us.
  • Gift cards are excluded.

Once we receive and inspect the item, we will issue a refund to your original payment method or a store credit, whichever you prefer. Change-of-mind conditions never override your consumer-law rights above.

How we handle returns

We record the condition of every order before it is dispatched, and we check returned items against those records when they arrive. We can only accept a return where the item is the one we supplied and is in the condition this policy requires. If it is not, we will contact you and return the item to you at your cost.

Order cancellations and amendments

Need to change or cancel an order? Email us urgently with your order number — we can usually help if it has not been packed yet. Once an order has been dispatched we cannot cancel it, and the sections above apply.

Refund processing

  • Approved refunds are processed to the original payment method.
  • Card refunds can take up to 5 business days to appear in your account after we process them.
  • Gift cards are not redeemable for cash and are non-refundable except where required by law.

Return address and contact

Lootable, 1/727 Nicklin Way, Currimundi QLD 4551. Please contact us before posting any return so we can approve it and confirm instructions: hello@lootable.com.au.