Refund & Dispute Policy

Introduction

Card Cache is committed to fair and transparent transactions for all users of our marketplace. This policy outlines the refund and dispute process for purchases made through Card Cache. Card Cache operates as a marketplace platform — individual shops are the merchant of record for their own sales.

Your Consumer Rights

Under the Australian Consumer Law (ACL), consumers have automatic guarantee rights that cannot be excluded, restricted, or modified by any contract or agreement. These statutory rights apply to all purchases made through Card Cache regardless of any other terms stated by individual shops.

Consumer guarantees include the right to a repair, replacement, or refund when goods:

• Are not of acceptable quality
• Do not match the description provided
• Do not match any sample or demonstration model
• Are not fit for a stated purpose
• Do not come with clear title and undisturbed possession

Refund Eligibility

You may be eligible for a refund or remedy in the following circumstances:

• The item received does not match the listing description (wrong card, wrong condition, wrong edition)
• The item was not received within a reasonable timeframe
• The item arrived damaged during shipping
• The wrong item was sent entirely
• The item is counterfeit or a replica not disclosed in the listing

These categories align with the dispute reasons available when opening a case through your order detail page.

Change of Mind Returns

Card Cache does not mandate change-of-mind returns across the platform. Individual shops may choose to offer their own change-of-mind return policies. Please check with the specific shop before purchasing if change-of-mind returns are important to you.

How to Request a Refund

To request a refund or initiate a dispute:

• Navigate to your order history
• Select the relevant order
• Click "Open a Dispute" on the order detail page
• Select the reason that best describes your issue
• Provide a detailed description of the problem
• Submit your dispute for review

Dispute Resolution Process

Our dispute resolution follows a structured process:

• Submission: You submit a dispute through your order detail page with a reason and description
• Review: Our admin team reviews the dispute details and any available evidence
• Evidence: Both the buyer and shop owner may be asked to provide additional information or evidence
• Resolution: Our admin team determines the appropriate outcome based on all available information

Resolution Outcomes

After reviewing a dispute, the following outcomes may apply:

• Full refund: The full purchase amount is returned to the buyer
• Partial refund: A portion of the purchase amount is returned based on the circumstances
• Replacement: The shop sends a replacement item (arranged between buyer and shop)
• No action: The dispute is resolved in favour of the shop after evidence review

For major failures under the ACL, the consumer chooses the remedy (refund or replacement). For minor failures, the business may choose the remedy.

Timelines

We aim to respond to all disputes within 48 hours of submission. Resolution timelines vary depending on the complexity of the case and whether additional evidence is required. Most disputes are resolved within 7-14 business days.

Seller Responsibilities

Shops listing on Card Cache are responsible for:

• Providing accurate and honest descriptions of all listed items
• Accurately representing card condition, edition, and authenticity
• Shipping items promptly and with appropriate packaging
• Responding to buyer inquiries and disputes in a timely manner
• Complying with Australian Consumer Law obligations as the merchant of record

Contact

If you have questions about this policy or need assistance with a transaction issue, please contact Card Cache support through the platform. We are here to help ensure a fair marketplace experience for all users.