Refund policy
This policy covers break spots and any other products bought from Tip-Off Cards. Please read it before you buy, because break spots work differently to ordinary retail products.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
Where this policy says something is non-refundable, that applies to change of mind and to the outcome of a break. It does not affect the guarantees above.
Break spots are non-refundable once sold
When you buy a spot in a break you are buying a share of a sealed product, not a specific card. The cards that come out of that product are determined by chance.
Because of this:
- Spots cannot be refunded, cancelled or exchanged once purchased, including before the break has been opened.
- We do not refund or compensate based on what your team or spot pulled. A break that returns base cards only is a normal outcome, not a fault.
- We do not guarantee that any particular card, player, parallel, autograph, patch or serial number will appear in a break.
- Randomisation of teams in a Random Team break is final once completed on stream.
Every break is streamed live and the recording is kept, so you can see exactly what was opened and what was pulled for your spot.
When we will refund
We will refund you in full where:
- A break is cancelled by us and does not go ahead.
- A break does not fill and we choose not to run it.
- We cannot supply the product listed for a break.
- You were charged for a spot that had already sold.
- A duplicate charge was taken for the same spot.
Refunds are issued to the original payment method. Card refunds usually appear within 5 to 10 business days depending on your bank.
Cards damaged or lost in transit
If your parcel arrives damaged, contact us within 7 days of delivery with photographs of the parcel, the packaging and the cards. We will replace, repair or refund the affected cards depending on the circumstances.
If tracking shows your parcel has not moved for 10 business days, or it has been marked as lost, contact us and we will investigate with the carrier and resolve it with you.
Cards are handled and packed by us in good faith. We are not responsible for changes in a card's market value after it has been sent.
Wrong or missing cards
If we send you the wrong cards, or cards are missing from what was pulled for your spot on stream, contact us and we will send the correct cards at our cost. Please check your parcel against the break recording as soon as it arrives.
Responsible collecting and self-exclusion
Breaks are a chance-based product and it is possible to spend more than you intend.
If you would like us to stop you buying from us, email us from the address you use for your orders and ask to be self-excluded. Once processed we will block future orders under that email and name, cancel and refund any orders placed after the exclusion takes effect, and keep the block in place until you ask us in writing to remove it.
If gambling or spending is affecting your life, free and confidential support is available in Australia from Gambling Help Online on 1800 858 858.
Chargebacks
If you have a problem with an order, contact us first. Raising a chargeback without contacting us slows things down for both of us, and we may suspend an account while a chargeback is being investigated.
Contact
To make a claim under this policy, or to ask a question about it, contact us through the details on our contact page. Include your order number and, where relevant, the break the spot was purchased in.