Refund policy
At Pikataloge, customer satisfaction is important to us. This Return and Refund Policy explains our procedures for returns, refunds, replacements, and exchanges.
Nothing in this policy limits or excludes any rights or remedies that you may have under the Australian Consumer Law (ACL) or other applicable laws.
1. Change-of-Mind Returns
We may accept eligible change-of-mind returns within 14 days of delivery, provided that:
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The item is unused and in its original condition.
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The original packaging is intact.
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All accessories, inserts, and included materials are returned.
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The product has not been damaged, altered, opened, or used.
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The item is suitable for resale.
Change-of-mind returns are subject to approval.
Unless otherwise agreed, the customer is responsible for return shipping costs for change-of-mind returns.
2. Faulty or Defective Products
If you receive a product that is faulty, defective, damaged, or does not meet applicable consumer guarantees, please contact us as soon as reasonably possible.
Depending on the circumstances and your legal rights, we may provide a:
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Refund
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Replacement
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Repair
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Other appropriate remedy
We will assess the issue and determine the appropriate remedy in accordance with applicable law.
3. Damaged Products
If your order arrives damaged, please contact us promptly at:
Please provide:
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Your order number
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A description of the damage
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Photos of the product
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Photos of the packaging, where applicable
Please keep the original packaging and damaged product until we advise you otherwise.
4. Incorrect Products
If we send you an item that is different from the item you ordered, please contact us before returning it.
We will provide return instructions and arrange an appropriate solution.
Where the incorrect item was supplied by us, we will cover reasonable return shipping costs where required by applicable law.
5. Pokémon Trading Cards and Collectibles
Because Pokémon trading cards and collectibles can be highly condition-sensitive, voluntary change-of-mind returns must generally be returned in the same condition in which they were received.
Opened, played, altered, damaged, or otherwise changed products may not qualify for a voluntary change-of-mind return.
This does not affect your rights under applicable consumer law if the product is faulty, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee.
6. Return Authorization
Please contact us before sending any product back.
Do not send returns to our business address without receiving return instructions from our customer service team.
Unauthorized returns may experience delays in processing.
7. Refunds
Once an approved return has been received and assessed, we will process the applicable refund.
Refunds will generally be made using the original payment method unless another method is agreed upon or required by law.
The time required for the refund to appear in your account may depend on your bank or payment provider.
8. Shipping Charges
For an approved change-of-mind return, original shipping charges may not be refundable and the customer may be responsible for return shipping costs.
If the product is faulty, defective, damaged, incorrectly supplied, or otherwise covered by a consumer guarantee, Pikataloge will handle applicable return shipping costs in accordance with Australian law.
9. Exchanges
Where stock is available, we may offer an exchange for an eligible product.
If the requested replacement is unavailable, we may offer another appropriate remedy, including a refund where applicable.
10. Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
We cannot guarantee cancellation once an order has been processed or shipped.
If an order has already been shipped, you may need to follow the applicable return procedure.
11. Pre-Orders
Pre-order cancellations, delays, and refunds may be subject to our Pre-Order Policy.
If a pre-order is cancelled by us, becomes unavailable, or is otherwise affected, we will contact affected customers and provide any applicable options or remedies.
12. Lost Packages
If your order has not arrived, please contact us with your order number.
We may investigate the shipment with the relevant delivery provider.
Where a package is confirmed to be lost in transit, we will determine the appropriate remedy in accordance with applicable law and the circumstances of the shipment.
13. Return Conditions
For voluntary returns, products must generally be returned in their original condition.
A voluntary return may be refused where the product has been:
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Used
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Damaged after delivery
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Altered
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Opened where opening affects eligibility for the voluntary return
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Returned without required components
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Returned in a condition unsuitable for resale
These restrictions do not override mandatory consumer rights.
14. Australian Consumer Law
Australian consumers have rights and guarantees that cannot be excluded by a store policy.
If a product has a major failure, you may have the right to choose between a refund, replacement, or another available remedy depending on the circumstances.
If a product has a minor failure, an appropriate remedy may include repair, replacement, or refund depending on the circumstances and applicable law.
Our voluntary return policy operates in addition to, and does not replace, these legal rights.
15. How to Request a Return or Refund
To request a return, refund, replacement, or exchange, contact:
Email: contact@pikataloge.shop
Phone: +1 (479) 345-1674
Please provide:
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Your full name
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Order number
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Product name
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Date of purchase
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Reason for the request
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Description of the issue
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Photos or other evidence where relevant
Our team will review your request and provide the appropriate next steps.
16. Contact Information
Pikataloge
93 Tapleys Hill Road
Elizabeth Vale SA 5112
Australia
Email: contact@pikataloge.shop
Phone: +1 (479) 345-1674
Pikataloge reserves the right to update this policy when necessary. Any changes will be published on this page with an updated date.