Terms & Conditions

1. General information & eligibility

Standard retail. Browsing the site and purchasing standard retail merchandise, such as sealed booster packs, accessories and raw singles, are open to all customers. Minors must have permission from a parent or legal guardian.

Mystery packs & Vault services. You must be at least 18 years old to register an account, use Digital Unboxing or Vault services, or purchase Mystery Packs. By using these features, you confirm that you meet this age requirement.

2. Purchases, pre-orders & product authenticity

Pricing & pre-orders. All prices are in AUD. We may cancel and refund an order affected by a pricing error. Pre-orders cannot be cancelled or refunded for a change of mind. If a pre-order cannot be fulfilled because of a supplier allocation cut, we will provide a full refund. Your rights under the ACL still apply.

Factory seal guarantee. We guarantee that sealed products we sell are authentic and in their original factory-sealed condition. We do not reseal, tamper with, weigh or map products.

Graded cards. Graded cards, including PSA and BGS cards, are sold with the grade assigned by the independent grading company. We guarantee the authenticity of the slab. Independent grading standards and minor holder scuffs are outside our control; this does not limit your ACL rights.

3. Mystery packs, Digital Unboxing & Vault services

Mystery packs. Mystery Packs and digital unboxings are physical retail merchandise that guarantee a stated physical configuration. We do not guarantee the secondary market value of any item received.

Digital Unboxing. By selecting "Open Now", you authorise GemSlab to unseal the physical product on your behalf. The revealed items belong to you and are stored in your Personal Vault.

Vault storage. Items have a free storage period of 14 days. We will attempt to contact you by email or phone at least three times during that period. If you take no action within 14 days, the items may be converted into Store Credit based on our platform valuation. If you contact us within the 14 days, we may extend storage up to a maximum of 30 days at our discretion. We will not dispose of your property in a way that overrides any rights you have under applicable law.

4. Trade-in & Store Credit

You may trade eligible cards from your Vault for GemSlab Store Credit. We determine valuations using current market data, and the valuation is final once you confirm the trade-in.

Store Credit is not transferable or redeemable for cash, except where a refund or other remedy is required by law. Store Credit remains valid for 36 months from your last account activity.

5. Shipping, local pickup & returns

Shipping. Standard shipping is free for Australian orders with an item total of A$199 or more. Shipping fees for orders below the threshold and any available delivery options are shown at checkout. We remain responsible for meeting our obligations under the ACL if an order is lost or damaged in transit.

Local pickup. Pickup is available in Adelaide. Please allow 1-3 business days for preparation and wait for our ready for pickup notification. Bring your order confirmation and a valid matching photo ID. The ID is used for visual verification only; we do not retain a copy.

Returns. Opened, unboxed or digitally revealed products cannot be returned for a change of mind. This does not affect your statutory guarantees under the ACL, including remedies for faulty, damaged or incorrectly supplied goods.

Transit damage. Please contact us as soon as possible if a package arrives damaged, preferably within 48 hours. An unedited unboxing video can help us investigate, but it is not required to exercise your rights under the ACL.

6. Account security & fraud prevention

Chargebacks. If you have a concern about a digitally unboxed item, please contact us so we can investigate it. We may restrict accounts and take appropriate action where we establish fraudulent chargeback activity. This does not limit your right to seek a lawful payment dispute or an ACL remedy.

Compliance. We may suspend or terminate accounts if we detect suspicious activity, bot usage or market manipulation, subject to applicable law and your rights in any Vault property.

7. Legal disclaimers & liability

Affiliation. GemSlab is an independent retailer. We are not affiliated with or endorsed by The Pokémon Company, Nintendo, PSA or their affiliates. Trademarks belong to their respective owners.

Liability & changes. To the extent permitted by law, we are not liable for indirect or consequential loss arising from use of our services. We may update these Terms from time to time. The current version will be posted on this page with its update date. Nothing in this section excludes liability that cannot be excluded under the ACL.

Contact

If you have a question about these Terms or an order, please use our contact page.