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Last updated · 7 May 2026

Refund & Returns Policy

Most of what we sell is one-of-one or limited stock — but if something turns up damaged, isn't what we described, or just isn't right, we'll make it right. Here's how it works.

Your consumer guarantees. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're 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. This policy sits alongside those rights — it doesn't override them.

1. What Counts as a Major Failure

A "major failure" includes things like:

  • The item is significantly different from the description or photos
  • The item is unsafe
  • The item is fundamentally not fit for the purpose it was sold for
  • The item has a defect a reasonable buyer would not have accepted

For major failures, you can choose between a replacement (where available) or a full refund.

2. Damage in Transit

Every order ships in a rigid toploader, bubble mailer and tracked satchel — but couriers happen. If your parcel arrives visibly damaged or has been opened, please:

  1. Take clear photos of the outer packaging before opening it further
  2. Take photos of the contents and any damage
  3. Email us at jonathon@highendfire.shop within 48 hours of delivery

We'll lodge an insurance claim with the courier and arrange a replacement (where the item is still available) or a full refund.

3. Item Not as Described

If the item you receive doesn't match the listing or photos in a meaningful way:

  • Email us within 14 days of delivery with photos and a description of the issue
  • Don't disturb the item further (e.g. don't crack open a slab, don't separate sealed product) — we may need it back in the same condition for a refund
  • We'll review and either replace, refund, or offer a partial refund where appropriate

If a return is needed, we'll cover return shipping for issues that are our fault.

4. Change of Mind

We don't generally accept returns for change of mind on:

  • Graded slabs (PSA, BGS, CGC)
  • Sealed product (booster boxes, ETBs, packs)
  • One-of-one or vintage cards
  • Items that have been opened, removed from sleeves, or otherwise altered after delivery

For raw, unaltered, in-stock items, we may consider a change-of-mind return at our discretion. If we agree:

  • You must contact us within 14 days of delivery
  • The item must be returned in its original condition and packaging, at your cost, with insured tracked shipping
  • A refund of the item price (less original outbound shipping) will be issued once we receive and inspect the item
  • Original shipping fees are not refundable for change-of-mind returns

5. Authenticity Concerns

We stand behind the authenticity of every item we sell. If you have reasonable grounds to believe an item from us is not authentic, contact us immediately. We'll:

  • Ask for photos and any third-party assessment you have
  • Review against our records and our own pre-sale photos
  • If the concern is supported, offer a full refund (and arrange return at our cost)

6. How to Start a Return or Refund

Email jonathon@highendfire.shop with:

  • Your order number (or the email address you used at checkout)
  • The name of the item
  • A description of the issue
  • Clear photos showing the problem

We'll reply within 1–2 business days with next steps.

7. How Refunds Are Issued

  • Refunds are processed back to the original payment method
  • Most refunds appear in your account within 5–10 business days after we approve them, depending on your bank or card provider
  • For approved returns, the refund is issued once we've received and inspected the returned item

8. Distributor & Wholesale Orders

Wholesale and distributor orders are subject to additional terms agreed in writing at the time of order. In general:

  • Sealed product sold for resale is not subject to "change of mind" returns
  • Statutory consumer guarantees still apply where the buyer is a consumer under the Australian Consumer Law
  • Issues with bulk orders should be raised within 7 days of delivery with photos and the original packaging intact, so we can pursue insurance claims if needed
  • Replacement of damaged or missing units is our preferred remedy where stock is available

9. International Orders

The same protections apply for international orders. For damage-in-transit claims, we may need to coordinate with the destination country's courier — we'll keep you informed throughout. Customs duties or import taxes paid by you are not refundable by us.

10. Contact

Refund or return question? Email jonathon@highendfire.shop. We aim to reply within 1–2 business days.