This page is how returns actually work here, step by step. The short version: if something we sent is wrong, we fix it at our cost. And if you've changed your mind about a sealed box, tin, deck bundle, collection or deck, you can send it back within 30 days of delivery for a refund, as long as it's still factory-sealed and wasn't a preorder. Preorders cancel free any time before dispatch instead. Both halves are explained below.
If something we sent is wrong
If your order arrives damaged or isn't what we described, tell us within 7 days: replacement or refund, your choice.
Found a problem after 7 days? Email us anyway: your rights under Australian Consumer Law don't end there.
Damage means anything beyond faint shelf wear: a crushed, dented, torn, split, wet or opened box or wrap, for example. Faint shelf wear is the light scuffing most sealed product picks up between the factory and any shop, and it doesn't touch what's inside. A wrong item, or contents that don't match the listing, count as not as described.
And if a parcel goes missing in the post, that's ours to fix too: replacement or refund, and we chase the courier, not you.
Email hello@backestcg.com.au with your order number. Photos of any damage help us fix it faster, but the promise doesn't hinge on them. We reply, usually within a day, and you tell us which fix you'd like. If the item needs to come back to us, we email you a prepaid return label, so the return costs you nothing.
Refunds go back the way you paid, including what you paid for delivery, actioned within 1 business day of us agreeing it, or of the item reaching us when it's coming back to us first. Replacements are dispatched within 1 to 2 business days of us agreeing it, or of the return being lodged with the carrier, tracked like any other order; if we've sold out, it's a full refund instead.
If you've changed your mind
Sealed boxes, tins, deck bundles, collections and decks can come back within 30 days of delivery for a refund, as long as they're still factory-sealed and weren't preorders.
Factory-sealed means the manufacturer's wrap and seals are intact: nothing opened, cut, re-wrapped or taped. A bundle comes back as the whole bundle. Once the wrap is off, it can't come back for change of mind, and that includes pulls that weren't what you hoped for.
This window covers orders placed from 30 September 2026; earlier orders keep the terms they were placed under.
How it works:
- Email us first. Write to hello@backestcg.com.au from the email address on your order, with your order number, within 30 days of delivery. We reply with where to send it, usually within a day. If it was a gift, the person who placed the order emails us, and the refund goes back to them.
- Post it back within 7 days of our reply, tracked. The return postage is yours. Pack it as well as we packed it, so it reaches us the way it reached you. If what you're returning cost $250 or more, send it with signature on delivery and Extra Cover for what you paid, both at your cost, so you're covered if the carrier loses or damages it.
- We inspect it. Every change-of-mind return is inspected when it arrives. It has to come back still factory-sealed and matching what we sent.
- We refund. Once it passes, we refund the price you paid for the item within 7 days of it being delivered back to us, the way you paid. Your bank may take a few more days to show it. There's no restocking fee. The original delivery charge isn't refunded.
Returned items never go back on our shelf as new, so nothing sold here as new has been returned by one of our customers. Change of mind is here for the occasional second thought. After two change-of-mind refunds from us in 12 months, we may stop offering it on your future orders, and we'll tell you before we do.
What can't come back for change of mind
- Anything opened.
- Loose booster packs, on their own or as a booster bundle (a box of loose packs). A single pack can be weighed or searched without breaking its seal, so nobody could ever be sure a returned pack is untouched.
- Preorders once delivered, meaning anything listed as a preorder when you ordered it. Before dispatch you can cancel any preorder for a full refund.
- Bulk lots and single cards. They aren't factory-sealed, so there's no seal to check.
- eBay purchases. They follow the returns terms on the eBay listing.
None of this touches your rights if something is faulty or not as described. Those are in the last section, and they cover everything we sell.
If a change-of-mind return doesn't pass
If a change-of-mind return isn't factory-sealed, doesn't match what we sent, or reaches us crushed or torn, we don't refund it. We'll explain why, show you what we found, and send it back to you at our cost.
Until a change-of-mind return reaches us, it's in your care. If it goes missing on the way back, the tracking and any Extra Cover you bought are how you claim from the carrier. A return on our prepaid label travels at our risk.
Your rights under Australian Consumer Law
Nothing on this page limits your rights under Australian Consumer Law. Those apply on top of everything here, always: what we promise is in addition to your other rights and remedies under the 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.
They're also separate from the change-of-mind window. If something is faulty or not as described, you're entitled to a remedy whether or not it's still sealed. The 30 days, the factory-sealed condition and paying your own return postage are rules for change of mind only, and the 7 days at the top of this page is how quickly we'd like to hear about damage or a wrong item so we can fix it fast, not a limit on your rights.
Nicolaj
BackesTCG · ABN 72 955 230 843
New South Wales, Australia