REFUND AND RETURNS POLICY

Last updated: 13 August 2026

ABOUT THIS POLICY

This Refund and Returns Policy applies to purchases made from Kyzen TCG through https://kyzentcg.com.au.

This policy is intended to operate alongside the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer right, guarantee or remedy that cannot lawfully be excluded, restricted or modified.

AUSTRALIAN CONSUMER GUARANTEES

Products sold by Kyzen TCG come with guarantees that cannot be excluded under the Australian Consumer Law.

Among other things, products must:

• be of acceptable quality;
• be fit for any disclosed purpose;
• match their description;
• match any sample or demonstration model where applicable; and
• be supplied within any legally required or agreed timeframe.

Your rights depend on the circumstances and whether a problem is a major or minor failure.

For a major failure, you may be entitled to reject the product and choose a refund or replacement, or keep the product and seek compensation for the reduction in value.

For a minor failure, Kyzen TCG may choose to repair, replace or refund the product within a reasonable time. If we do not provide an appropriate remedy within a reasonable time, you may have additional rights under the Australian Consumer Law.

FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED PRODUCTS

Please contact us as soon as reasonably possible if you believe a product:

• is faulty or unsafe;
• arrived damaged;
• is materially different from its description;
• is not the product you ordered;
• is missing a material component; or
• otherwise fails to meet a consumer guarantee.

Contacting us promptly helps us investigate the matter with the carrier or supplier. However, failure to contact us within a particular number of days does not automatically remove any rights you have under the Australian Consumer Law.

Please email info@kyzentcg.com.au and include:

• your name;
• your order number;
• a description of the problem; and
• photographs or video where reasonably available and relevant.

We may request further information that is reasonably necessary to assess the issue. Please do not dispose of the product, its packaging or relevant shipping materials while a claim is being assessed unless keeping them would be unsafe or we tell you that disposal is permitted.

DELIVERY DAMAGE AND PACKAGING CONDITION

If a parcel or product arrives damaged, photograph the parcel, shipping label, internal packaging and affected product where reasonably possible.

For collectible products, packaging condition may form part of the product’s value. We will assess packaging-related claims having regard to the product description, any condition disclosure, the nature and extent of the damage, and your rights under the Australian Consumer Law.

Minor manufacturing or packaging variations that were accurately disclosed, are reasonably expected for the particular product, and do not cause the product to fail a consumer guarantee may not entitle you to a remedy.

Nothing in this section limits your rights where packaging damage or another condition issue amounts to a failure under the Australian Consumer Law.

RANDOMISED AND SEALED TRADING-CARD PRODUCTS

Booster packs, booster boxes and other randomised products contain items selected according to the manufacturer’s product configuration.

Unless expressly stated otherwise in the product listing, Kyzen TCG does not guarantee:

• any particular card, rarity or character;
• a particular pull rate or financial value;
• that a sealed product will contain a specific item; or
• that the value of the contents will equal or exceed the purchase price.

Not receiving a desired card, rarity, pull or resale value is not by itself a product fault where the product is genuine, sealed as described and otherwise complies with the Australian Consumer Law.

This does not limit your rights if a product is faulty, counterfeit, tampered with, materially misdescribed or otherwise fails a consumer guarantee.

CHANGE-OF-MIND RETURNS

Kyzen TCG is not required to provide a refund or exchange merely because a customer:

• changed their mind;
• ordered the wrong product, language, edition or quantity;
• found the product cheaper elsewhere;
• no longer wants the product;
• experienced a change in the product’s market or resale value; or
• did not receive the desired contents from a randomised product.

We may, at our discretion, approve a change-of-mind return if:

• you contact us within 14 days after delivery;
• we approve the return in writing before it is sent;
• the product is unopened, unused and in its original condition;
• all manufacturer seals, shrink wrap and security seals remain intact;
• the product has not been activated, redeemed, registered or tampered with;
• all included items, gifts and accessories are returned; and
• the product can reasonably be resold as new.

Approval is not automatic.

Opened booster packs, opened boxes, products with broken seals, redeemed codes and other opened randomised trading-card products are not eligible for change-of-mind returns.

These restrictions apply only to change-of-mind requests. They do not affect remedies available for products that fail to meet a consumer guarantee.

CHANGE-OF-MIND RETURN COSTS

For an approved change-of-mind return:

• you are responsible for return postage and suitable protective packaging;
• you are responsible for the product until it is safely received by us;
• original delivery charges are not refundable unless required by law; and
• any refund will be processed only after we receive and inspect the returned product.

We recommend using a tracked delivery service. We are not responsible for a change-of-mind return that is lost or damaged before it reaches us.

SALE AND DISCOUNTED PRODUCTS

Sale, clearance and discounted products remain covered by the Australian Consumer Law.

A reduced price does not remove your consumer-guarantee rights. However, you may not be entitled to a remedy for a defect, imperfection or condition issue that was clearly disclosed before purchase and that you accepted when buying the product.

Sale or discounted products are not automatically eligible for change-of-mind returns.

PREORDERS

Preorder dates are estimates unless expressly stated otherwise.

If Kyzen TCG cancels a preorder, cannot supply the ordered quantity, or accepts your cancellation, any applicable refund will be returned to the original payment method unless you voluntarily choose another remedy such as store credit or a replacement product.

Supplier allocations, manufacturing changes and release delays may affect preorders. Further details are provided in our Preorder Policy.

Nothing in this section limits any right you may have where a product is not supplied within an agreed or reasonable time or where another consumer guarantee applies.

ORDER CANCELLATIONS

If you request cancellation before an order has been processed, ordered from a supplier, packed or dispatched, we will consider the request.

We cannot guarantee that a cancellation or amendment will be possible after an order has been processed, allocated, ordered from a supplier, packed or dispatched.

A cancellation requested solely because of a change of mind may be declined. This does not affect any cancellation or refund right available under the Australian Consumer Law.

RETURNS PROCESS

Do not send a product back without first contacting us.

To request a return:

1. Email info@kyzentcg.com.au with your order number and details of the issue.

2. Wait for our return instructions and return address.

3. Package the product securely and include any information we request.

4. Use the supplied return instructions.

Returns sent to an unauthorised address may be delayed or returned to the sender.

PROOF OF PURCHASE

We may request reasonable proof that the product was purchased from Kyzen TCG.

Proof of purchase may include an order confirmation, receipt, invoice, payment record or other documentation that reasonably demonstrates the purchase.

A particular type of receipt is not required where other reasonable proof of purchase is available.

RETURN DELIVERY COSTS FOR FAULTY PRODUCTS

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Kyzen TCG will meet or reimburse reasonable return-delivery costs where required by law.

Please contact us before arranging a return so that we can provide appropriate instructions.

If a product is large, heavy, unsafe or difficult to return, contact us so that reasonable collection or assessment arrangements can be considered.

If inspection shows that the product does not have the reported problem or is not covered by a consumer guarantee, you may be responsible for collection or return-delivery costs where permitted by law. We will communicate this before imposing any such cost.

REFUNDS

Approved refunds will be returned to the original payment method unless:

• you agree to another method;
• the original method is unavailable; or
• the law requires another outcome.

Kyzen TCG will not require you to accept store credit instead of a refund where you are legally entitled to a monetary refund.

We aim to process an approved refund within five business days. Your bank, card provider or payment service may take additional time to display the funds in your account.

Any difference caused solely by exchange rates, international transaction charges or fees charged by your payment provider is outside our control, except where the law requires otherwise.

REPLACEMENTS

A replacement is subject to stock availability.

If an agreed replacement is unavailable, we will offer another remedy required by the Australian Consumer Law. We may also offer alternatives, but you are not required to accept store credit or a substitute product instead of a remedy to which you are legally entitled.

GIFTS, PROMOTIONAL ITEMS AND BUNDLES

Where a refund is approved for an entire purchase that included a free gift, promotional item or bundled product, we may require all items supplied as part of that transaction to be returned.

This does not permit us to reduce or refuse a statutory remedy unfairly or contrary to the Australian Consumer Law.

MISUSE, ACCIDENTAL DAMAGE AND NORMAL WEAR

Consumer guarantees may not apply where a problem was caused by:

• misuse or abnormal use;
• accidental damage after delivery;
• failure to follow reasonable instructions;
• unauthorised modification;
• improper storage or handling; or
• ordinary wear and tear rather than an inherent fault.

We will assess each claim according to its circumstances and applicable law.

PAYMENT DISPUTES AND CHARGEBACKS

Please contact us first if you believe a transaction or refund is incorrect so that we can investigate and attempt to resolve the issue promptly.

Nothing in this section prevents you from contacting your payment provider or exercising any right available to you under applicable law.

POLICY CHANGES

We may update this policy from time to time.

The policy applying to a purchase will generally be the version in effect when the order was placed, except where a later change is required by law or gives the customer additional rights.

CONTACT US

For refunds, returns or consumer-guarantee enquiries, contact:

Kyzen TCG
Email: info@kyzentcg.com.au
Location: Perth, Western Australia
Website: https://kyzentcg.com.au