Refund policy
At BC Protectors, we want customers to shop with confidence. This Refund Policy explains how we handle refunds, returns, exchanges and order issues.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we may be required to provide a repair, replacement or another appropriate remedy within a reasonable time.
If you believe your item is faulty, damaged, incorrect or not as described, please contact us so we can review the issue.
Change of Mind
We generally do not offer refunds or exchanges for change of mind, incorrect choice or if you no longer want the item.
This includes situations where:
- You changed your mind after ordering
- You ordered the wrong item
- You found the item cheaper elsewhere
- You no longer need or want the product
- You made a mistake during checkout
We may choose to assist with a change-of-mind return or exchange in some situations at our discretion. Approval is not guaranteed.
Sealed Trading Card Products
Due to the collectible nature of trading cards and sealed products, opened sealed products generally cannot be returned for change of mind.
This may include:
- Booster boxes
- Booster packs
- Elite Trainer Boxes
- Collection boxes
- Starter decks
- Sealed TCG products
- Opened or used accessories
Once a sealed product has been opened, we are generally unable to verify its original condition, contents or resale suitability unless the item is faulty, damaged, incorrect or otherwise covered by Australian Consumer Law.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at business@bcprotectors.com.
Please include:
- Your order number
- A description of the issue
- Photos of the item
- Photos of the packaging
- Photos of the outer parcel if it arrived damaged
This helps us assess the issue and provide the most suitable solution.
Damaged Parcels
If your parcel arrives damaged, please take clear photos before opening it where possible.
Please keep the outer parcel, packaging materials and affected items until the issue has been reviewed. These may be needed to assess the matter or assist with a carrier claim.
Return Condition
If a return is approved, items must generally be returned in their original condition unless the product is faulty, damaged, incorrect or otherwise covered by Australian Consumer Law.
Returned items should be:
- Unused
- Unopened where applicable
- In original packaging
- Returned with all included parts, accessories and materials
- Packed securely for return postage
Return Shipping Costs
Return shipping costs may depend on the reason for the return.
If the return relates to a faulty, damaged or incorrect item, we will review the issue and advise the next steps.
If a change-of-mind return is approved at our discretion, the customer may be responsible for return shipping costs. Original shipping costs may not be refundable for change-of-mind returns.
Refunds
If a refund is approved, it will usually be processed back to the original payment method used at checkout.
Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.
Refund processing times may vary depending on the payment method and financial institution.
Exchanges
Exchanges may be offered in some situations depending on product availability and the reason for the return.
If the requested replacement item is unavailable, we may offer another suitable remedy where appropriate.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at business@bcprotectors.com.
We will do our best to assist, but we cannot guarantee cancellation once an order has been packed, fulfilled or dispatched.
Preorders
If preorder products are offered, estimated release dates and arrival dates may change due to supplier, distributor, manufacturer, shipping or customs delays.
If your order contains preorder and in-stock items, your order may be held until all items are ready to ship unless otherwise stated or arranged with us.
Preorder cancellation requests may be reviewed on a case-by-case basis.
How to Request a Refund or Return
To request help with a refund, return, exchange, damaged item or order issue, contact us at:
Email: business@bcprotectors.com
Please include your order number and as much detail as possible so we can assist you quickly.