Refund policy

We want you to shop confidently at The Vault. This policy applies in addition to your rights under the Australian Consumer Law. Nothing in this policy limits any rights or remedies you may have where a product is faulty, damaged, unsafe, incorrectly supplied or materially different from its description.

Change-of-mind returns

We accept eligible change-of-mind returns requested within 14 days of delivery.

To be eligible, the product must:

  • Be unused and unopened
  • Remain in its original packaging
  • Have all factory shrink-wrap, security seals and tamper seals fully intact
  • Be free from cuts, tears, heat marks, re-gluing, lifted seams or other signs of alteration
  • Be in brand-new, resalable condition
  • Include proof of purchase from The Vault

Products excluded from change-of-mind returns

The following products cannot be returned because of a change of mind:

  • Individual trading-card singles
  • Individual or loose booster packs
  • Opened trading-card products
  • Products with damaged, removed, replaced or altered seals
  • Digital products
  • Gift cards
  • Personalised or specially sourced items
  • Products marked as final sale

These exclusions do not apply where you are entitled to a remedy under the Australian Consumer Law.

Requesting a return

Contact us through our website’s Contact Us page within 14 days of receiving your order.

Please include:

  • Your order number
  • The product you wish to return
  • The reason for the return
  • Clear photographs of the product, packaging and factory seals

Do not send a product back until your return has been approved. Returns sent without approval may not be accepted.

Return shipping

For approved change-of-mind returns:

  • The customer is responsible for return postage
  • The return must be sent using tracked shipping
  • Original shipping charges are not refundable
  • The customer is responsible for the product until it is safely received by The Vault

Where a product does not meet the consumer guarantees under Australian Consumer Law, The Vault will cover reasonable return costs where required by law.

Inspection of returned products

All returned products are inspected before a refund or store credit is issued.

We may decline a voluntary change-of-mind return where the product:

  • Has been opened or used
  • Is not in its original condition
  • Shows signs of tampering or resealing
  • Has damaged packaging or seals
  • Cannot be resold as a brand-new product

Refunds and store credit

Once an eligible return has been received and approved, you may choose:

  • A refund to the original payment method, or
  • Store credit for the approved return value

Approved refunds do not include the original shipping charge for change-of-mind returns. Your bank or payment provider may require additional processing time before the refund appears.

Damaged, faulty or incorrect products

Inspect your order when it arrives. Contact us as soon as possible if an item is damaged, faulty, incorrect or materially different from its description.

Please keep the product, packaging and shipping materials and provide photographs when requested.

Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a repair, replacement, refund or other solution. Consumer-guarantee rights apply automatically and cannot be excluded by a store policy.

Order cancellations

Contact us as soon as possible if you need to cancel an order. We will try to accommodate cancellation requests, but cancellation cannot be guaranteed once processing or fulfilment has begun.

Contact us

For questions or return requests, contact The Vault through the Contact Us page on our website.