RETURNS
Returns & Refunds
Your rights under the Australian Consumer Law always apply. This page explains when we can accept a return, how to start one, and how refunds are paid.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you may choose a refund or a replacement. If the failure is not major, we will repair, replace or refund the product within a reasonable time. Nothing on this page limits those rights.
Change of mind
Trading cards, graded cards and sealed collectibles are final sale for change of mind. Their value depends on condition, authenticity and market movement, so we cannot resell a returned item as the same product. Please check the listing, photographs and condition grade carefully before ordering, and contact us first if anything is unclear.
Damaged in transit, faulty or not as described
Contact us within 30 days of delivery if your order arrives damaged, is faulty, or does not match its description. Keep the packaging and send photographs of the outer satchel or box, the packing material and the product itself. Once we confirm the issue we will arrange a replacement or a refund, and we cover the return postage.
Graded cards
Graded cards are sold as the exact slab shown in the listing photographs, identified by its certification number. The grade is assigned by the grading company, not by GemSlab, and we cannot accept a return because you disagree with that grade. If the slab arrives cracked or damaged, treat it as transit damage and contact us within 30 days.
Sealed products
Sealed booster boxes, packs and promotional products cannot be returned once opened, because the contents cannot be verified afterwards. This does not affect your rights if a sealed product arrives with a manufacturing defect or is not the product you ordered.
How to start a return
Email [email protected] or message us on WhatsApp with your order number and photographs of the issue. We aim to reply within two business days and will send you the return address and instructions. Please do not post an item back before we have confirmed the return, as unauthorised returns can be delayed or lost.
Refunds
Approved refunds are paid to the original payment method. We process the refund within five business days of receiving and inspecting the returned item, or within five business days of approval where no return is required. Your bank or card issuer may take a further three to five business days to show the funds.
Contact
GemSlab, Adelaide, South Australia. Email [email protected], phone 0416 079 106, or use the contact page. You can also read our shipping and delivery policy.