Refund policy

Refund & Returns Policy — Prism & Pocket

Your rights under the Australian Consumer Law (ACL) always apply and are never limited by this policy. Beyond those rights, here's how we handle returns.

Faulty, Damaged or Incorrect items

If your item arrives faulty, damaged, or is not what you ordered, contact us within 7 days days of delivery via our Contact page with:

  • Your order number

  • A description of the issue

  • Photos of the item and packaging

We'll arrange a replacement, repair or refund as appropriate under the ACL, and we cover return postage for faulty/incorrect items.

Change-of-mind Returns

We accept change-of-mind returns on unopened, unused merch (plush, bags, keyrings, books, accessories) within【14】days of delivery, provided the item is in original, resalable condition with any tags/packaging intact. Change-of-mind return postage is at the customer's cost, and we recommend a tracked service as we can't refund items that don't reach us.

Sealed TCG and Blind Boxes ~ Important ~

For product integrity and fairness to all collectors, we cannot accept change-of-mind returns on:

  • Sealed trading card products (booster boxes, booster packs, ETBs, tins, sealed decks)

  • Blind boxes and any "surprise contents" items

  • Items where the seal has been broken or the packaging opened

This does not affect your ACL rights if such an item is faulty or not as described.

Non-returnable items:

  • Sealed TCG and blind boxes (change of mind — see above)

  • Sale/clearance items marked final sale 

  • Gift cards

How to Start a Return

Contact us via our Contact page with your order number and reason. We'll confirm the return address and next steps. Please don't send items back before contacting us.

Refund Processing

Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are processed to your original payment method within 5-10 business days. Original shipping charges are non-refundable except where required by the ACL (e.g. a major failure).

Questions

Contact us any time — we aim to reply within one business day.