A fair process when a card is not right.

1. Seller responsibility

The identified seller is responsible for the card, fulfilment and any required remedy. CardQuay's controlled Stripe checkout identifies the seller and records payment, shipping, cancellation, return and dispute activity. CardQuay may provide workflow, evidence review, refunds and platform enforcement, but does not replace a seller's legal obligations.

2. When a remedy may be available

A return, refund, replacement or other remedy may be appropriate where a card is counterfeit, not owned by the seller, materially different from the listing, incorrectly graded or identified, damaged before delivery, damaged because of inadequate packaging, or not delivered. The appropriate remedy depends on the circumstances and applicable law.

3. Change of mind

CardQuay does not require sellers to accept a return solely because the buyer changed their mind, found a lower price or no longer wants the card. A seller may offer a more generous policy, which must be clearly stated and honoured. This does not affect mandatory rights for a faulty or misdescribed item.

4. Private and business sellers

Australian Consumer Law guarantees generally apply where a seller is acting in trade or commerce. Different rules may apply to genuine private sales, although title, undisturbed possession, freedom from undisclosed securities and laws against misleading conduct may still be relevant. The seller's status will be shown where possible and may be reviewed by CardQuay.

5. How to request help

1. Open My Account → Purchases and select Need help with this order?
2. Choose cancellation, return or dispute, then describe the issue clearly.
3. Report obvious delivery or condition issues within 48 hours of receipt where practicable.
4. Keep the card, packaging, shipping label and all communications.
5. Provide clear photographs, tracking and any grading or authentication evidence requested.

The seller reviews the request first. If the parties cannot agree, the buyer can escalate it to CardQuay. The 48-hour reporting request helps preserve evidence but does not remove rights that apply for a longer period under law.

6. Returning the card

Do not return a card until the seller or CardQuay provides confirmed instructions. Use protective packaging and tracked shipping. Responsibility for return postage depends on the reason for return and applicable law; where a business seller must provide a remedy for a failure, the seller must meet the obligations imposed by the Australian Consumer Law.

7. Refund timing and method

Approved CardQuay checkout refunds are returned through Stripe to the buyer's original payment method. Bank processing times may apply after CardQuay confirms the refund. Shipping and other charges will be refunded where required by law or agreed as part of the resolution. CardQuay cannot refund payments made outside its integrated checkout.

8. Order cancellation

Before payment, a buyer may leave checkout without placing an order. After payment, a cancellation request is not automatically accepted because many cards are unique and sellers may begin fulfilment promptly. A buyer should open a cancellation request as soon as possible. If the card has not been dispatched, seller or CardQuay approval triggers a full Stripe refund. Once dispatched, the request normally follows the tracked-return process. A seller must not cancel to avoid an accepted price or sell the card elsewhere. Mandatory rights for faulty, misdescribed or undelivered items remain unaffected.

9. Trades

A trade may require both users to return the received cards and reverse any cash adjustment. CardQuay will consider tracking, condition on arrival, changes made after receipt and the feasibility of restoring both parties to their previous position.