At Troll Aus, we are committed to providing high-quality products and services to our customers. We understand that issues can occasionally arise, and we aim to resolve them as smoothly and fairly as possible.

Please read the following policy carefully before making a purchase.

All sales at Troll Aus are considered final.
We do not offer refunds or exchanges for change of mind, incorrect decisions, or buyer's remorse.
This policy applies to all purchases made both online and in-store, including but not limited to trading cards, sealed products, accessories, and services.

Troll Aus understands that genuine mistakes can occur when placing orders.
However, due to the high volume of non-genuine and bot-placed orders, all order cancellations are subject to a 20% restocking fee.

This fee covers staff time, administrative processing, merchant payment fees, and inventory management costs associated with cancelled orders.

The restocking fee will be deducted from your refund amount.
By placing an order on our website, you acknowledge and agree to this policy.

All preorders are final sale and cannot be cancelled or refunded once placed.
Release dates provided are estimates and may be subject to change by distributors or suppliers.
If Troll Aus is unable to fulfil your preorder for any reason, you will be offered a full refund.

Purchases made for Live Breaks are final once the packs have been opened on stream.
No refunds, returns, or exchanges are available based on the results of a live opening.

If you select "Consolidate Order" during checkout for a Live Break, please note that shipping fees must be paid during your next order to release your items. Failure to arrange payment for shipping may result in your order being held until resolved.

If you receive a damaged, incorrect, or incomplete order, you must notify us within 48 hours of receiving the delivery.
To assist with your claim, please provide:

• Your full name and order number
• A description of the issue
• Clear photos showing any damage or incorrect items received

Please send your email to admin@trollaus.com.au.

If your claim is approved, we will offer one of the following options at our discretion:

• Replacement of the item (if stock is available)
• Store credit
• Refund to your original payment method

Troll Aus reserves the right to decline claims where evidence is insufficient, where the issue falls outside the required notification period, or where the product is deemed acceptable under our condition standards.

If your order is marked as delivered but has not been received, or if a package is delayed beyond expected timeframes, please contact us promptly.

We will lodge an investigation with the relevant courier service.
Please allow up to 14 business days for the investigation to be completed.
If the courier deems the package lost, we will issue a replacement (if stock permits) or provide a refund.

Troll Aus is not liable for packages lost due to incorrect or incomplete shipping addresses provided by the customer at checkout.

If a return is approved, Troll Aus will cover the cost of return postage only if the item was incorrect, faulty, or not as described.

If the return is initiated for any other reason and accepted at our discretion, return shipping costs will be the customer's responsibility.

In the case of Buylist submissions, if you request the return of cards that were declined due to not meeting condition standards, return postage costs will be deducted from your store credit or cash payment amount.

To request a return, refund, or lodge a claim, please contact us at:

Email: admin@trollaustralia.com.au

Include your:

• Full name

• Order number
• Description of the issue
• Photos if applicable

We aim to respond to all refund and return enquiries within 3–5 business days.

If a refund is approved, it will be processed via the original method of payment.
Refunds typically take 7–10 business days to appear, depending on your bank or payment provider.
Troll Aus is not responsible for delays caused by external financial institutions.

Nothing in this policy is intended to limit your rights under the Australian Consumer Law.
You are entitled to a replacement, refund, or compensation where goods are faulty, not fit for purpose, or do not match the description provided.