Refund policy

Exchange, Refund, Shipping & Wholesaler Policy

1. Introduction

Mamoru Gaming, under 4 Pokenerds Pty Ltd, values customer satisfaction and strives to provide high-quality products. This policy outlines our procedures for exchanges, refunds, shipping, and how we handle wholesaler transactions. Nothing in this policy restricts or modifies your rights under the Australian Consumer Law (ACL).

2. Refund Policy

2.1 Statutory Guarantees

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund if a product has a major failure. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

2.2 Conditions for Refund

  • Change of Mind: We offer refunds for change of mind within 30 days of delivery, provided the item is in as-new condition, with any original seals unbroken and packaging intact. You must also include all accessories or extras originally provided.
  • Faulty or Damaged Goods: If an item is defective or arrives damaged, please contact us at support@4pokenerds.com.au. We may request photos, videos, or a return of the item for assessment. If confirmed faulty, we will offer a refund, repair, or replacement in line with the ACL.
  • Incorrect Items: In the event of an incorrect product shipped, we will cover return costs (where applicable) and issue a refund or resend the correct item.

2.3 Non-Refundable Cases

  • Lucky Draw or Promotional Gift Orders: If your order grants entry to a lucky draw or includes a promotional gift, it is not eligible for a refund unless the product itself is faulty. However, you may be able to request an exchange under our Exchange Policy (see Section 3).
  • Partially Used/Damaged Returns: Any item showing signs of use or returned with damaged or missing packaging/accessories may be denied a refund or issued a partial refund/store credit at our discretion.
  • Wholesaler Purchases: Items purchased via a wholesaler are governed by the Contract of Sale with that wholesaler (see Section 5).

2.4 Refund Processing

  • Method: Refunds are processed via your original payment method.
  • Timeline: Upon approval, refunds typically take 5–10 business days to appear, depending on your bank or payment provider.
  • Shipping Costs: Standard shipping fees may be refunded if the return is due to faulty or incorrect items. Express shipping or other premium shipping options cannot be refunded once utilized.

3. Exchange Policy

3.1 Eligibility

  • You may request an exchange within 30 days of delivery if the product is unopened, in original condition, and includes all accessories.
  • For faulty products, we follow the ACL guidelines and will offer an exchange if the item meets the criteria for replacement.

3.2 Process

  1. Contact Us: Email support@4pokenerds.com.au with your order details and reason for exchange.
  2. Return Authorization: We will provide a return authorization form or instructions, if required.
  3. Assessment: Once we receive and inspect your returned item, we’ll confirm if it meets the exchange criteria.
  4. Exchange Completion:
    • If the new item is more expensive, you will be asked to pay the difference.
    • If the new item is less expensive, you may receive a partial refund or store credit for the difference (excluding shipping costs, unless the original item was faulty).

3.3 Lucky Draw or Promotional Gift Orders

  • Orders that include a lucky draw entry or promotional gift are ineligible for refunds unless faulty, but you can request an exchange if the item is unopened and otherwise meets the conditions above.

4. Shipping Policy

4.1 Dispatch Times

  • Processing: We aim to dispatch in-stock orders within 48 hours of receiving payment (weekdays).
  • Notifications: If there are any delays (e.g., high order volume or external disruptions), we will inform you promptly via email.

4.2 Shipping Methods & Costs

  • Local & International: We ship both domestically and internationally, with costs calculated at checkout based on location, order weight, and shipping speed.
  • Estimates: Any delivery timeframes provided at checkout are estimates only and may vary due to carrier delays or other unforeseen circumstances.

4.3 Shipping Address Accuracy

  • Customer Responsibility: You are responsible for ensuring your shipping address is accurate and complete at checkout.
  • Returned Parcels: If a parcel is returned to us due to incorrect or incomplete address or remains unclaimed, we may charge additional shipping fees to resend it.

4.4 Customs & Duties

  • International Orders: Customers outside Australia are responsible for any import duties, taxes, or customs fees that may apply in their country. Mamoru Gaming (4 Pokenerds Pty Ltd) is not liable for additional charges or delays caused by customs.

5. Wholesaler Returns / Contract of Sale

5.1 Wholesaler Purchases

  • Items purchased through an authorized wholesaler of Mamoru Gaming (4 Pokenerds Pty Ltd) are subject to the Contract of Sale between the wholesaler and purchaser.
  • Change of Mind: For any change-of-mind returns, refer to the wholesaler’s own return policy. We cannot process returns for wholesaler sales unless the item is faulty.
  • Faulty Items: If you encounter a faulty or defective product bought from a wholesaler, please contact the wholesaler first. If they cannot provide a resolution, you may then contact us for further assistance.

6. Additional Terms

6.1 Pre-Orders

  • Combined Orders: If you combine in-stock and pre-order items in a single order, all items will generally ship together once the pre-order is available. To receive in-stock items sooner, consider placing two separate orders.
  • Delays: We rely on estimated shipping dates from our suppliers. If there is a delay, we will notify you. Refunds for pre-orders may be limited if stock has already been allocated.

6.2 Sale Items

  • Discounts: Sale prices only apply during advertised promotional periods. We do not offer retroactive price adjustments unless explicitly stated in a promotion.
  • Refunds: Sale or clearance items may not be eligible for refund unless faulty.

7. Contact Us

If you have any questions or need to initiate a return, exchange, or refund, please get in touch:

Our team is committed to resolving any concerns quickly and in accordance with Australian Consumer Law.