Refund & Returns Policy
Most of what we sell is one-of-one or limited stock — but if something turns up damaged, isn't what we described, or just isn't right, we'll make it right. Here's how it works.
Your consumer guarantees. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. This policy sits alongside those rights — it doesn't override them.
1. What Counts as a Major Failure
A "major failure" includes things like:
- The item is significantly different from the description or photos
- The item is unsafe
- The item is fundamentally not fit for the purpose it was sold for
- The item has a defect a reasonable buyer would not have accepted
For major failures, you can choose between a replacement (where available) or a full refund.
2. Damage in Transit
Every order ships in a rigid toploader, bubble mailer and tracked satchel — but couriers happen. If your parcel arrives visibly damaged or has been opened, please:
- Take clear photos of the outer packaging before opening it further
- Take photos of the contents and any damage
- Email us at jonathon@highendfire.com.au within 48 hours of delivery
We'll lodge an insurance claim with the courier and arrange a replacement (where the item is still available) or a full refund.
3. Item Not as Described
If the item you receive doesn't match the listing or photos in a meaningful way:
- Email us within 14 days of delivery with photos and a description of the issue
- Don't disturb the item further (e.g. don't crack open a slab, don't separate sealed product) — we may need it back in the same condition for a refund
- We'll review and either replace, refund, or offer a partial refund where appropriate
If a return is needed, we'll cover return shipping for issues that are our fault.
4. Change of Mind
We do not accept change-of-mind returns. Every item is a collectable sold on the strength of detailed photos and a stated condition, and we're happy to answer questions or send extra pictures before you buy. Please ask first — once an order ships, it's yours.
This applies to all stock, including graded slabs, sealed product, vintage and one-of-one cards, and raw singles.
This does not affect the rights described in the rest of this policy. If an item arrives damaged, isn't what was described, or isn't genuine, you are covered — see sections 1, 2, 3 and 5.
5. Authenticity Concerns
We stand behind the authenticity of every item we sell. If you have reasonable grounds to believe an item from us is not authentic, contact us immediately. We'll:
- Ask for photos and any third-party assessment you have
- Review against our records and our own pre-sale photos
- If the concern is supported, offer a full refund (and arrange return at our cost)
6. How to Start a Return or Refund
Email jonathon@highendfire.com.au with:
- Your order number (or the email address you used at checkout)
- The name of the item
- A description of the issue
- Clear photos showing the problem
We'll reply within 1–2 business days with next steps.
7. How Refunds Are Issued
- Refunds are processed back to the original payment method
- Most refunds appear in your account within 5–10 business days after we approve them, depending on your bank or card provider
- For approved returns, the refund is issued once we've received and inspected the returned item
8. Distributor & Wholesale Orders
Wholesale and distributor orders are subject to additional terms agreed in writing at the time of order. In general:
- Sealed product sold for resale is not subject to "change of mind" returns
- Statutory consumer guarantees still apply where the buyer is a consumer under the Australian Consumer Law
- Issues with bulk orders should be raised within 7 days of delivery with photos and the original packaging intact, so we can pursue insurance claims if needed
- Replacement of damaged or missing units is our preferred remedy where stock is available
9. International Orders
The same protections apply for international orders. For damage-in-transit claims, we may need to coordinate with the destination country's courier — we'll keep you informed throughout. Customs duties or import taxes paid by you are not refundable by us.
10. Contact
Refund or return question? Email jonathon@highendfire.com.au. We aim to reply within 1–2 business days.