POKÉMON TCG 2023 Trainer's Toolkit

We offer return or exchange for most full-price and sale products. Please see below for further details.

All orders are subject to our Terms of Sale as specified in our Terms of Service.

RETURN OR EXCHANGE TIME-FRAMES

CHANGE OF MIND

IN-STORE:

We will happily provide an exchange or store credit to the product's purchase price for products purchased in-store or online, subject to the following conditions:

• The products being returned are in sealed, unused and re-sellable condition
• Proof of Purchase accompanies the returned product
• The request for return or exchange is within 30 days from the date of purchase or collection

All returns will be carefully inspected by our staff to ensure the above conditions are met, prior to approving an in-store refund or exchange and it is an expectation that our customers advise us of any issues relating to their order prior to returning the product to us for consideration.

Any returns deemed non-complaint with the above conditions will consequently not be eligible for  exchange or store credit.

ONLINE:

We will happily provide a refund or store credit for products purchased online, subject to the following conditions:

• The products being returned are in sealed, unused and re-sellable condition
• Proof of Purchase accompanies the returned product
• The request for return is within 30 days from the date of purchase or collection
• DLS reserves the right to not refund up to 6% of the purchase to cover any online payment fees that we incur (including Afterpay, PayPal and Shopify)

All returns will be carefully inspected by our staff upon receipt into our warehouse to ensure the above conditions are met, prior to approving an online refund. It is an expectation that our customers advise us of any issues relating to their order prior to returning the product to us for consideration.

Any returns deemed non-complaint with the above conditions will consequently not be eligible for a refund or exchange and will be held at our warehouse until such time as the customer returns to collect their product or pays to have the product re-shipped.

If return postage is not paid by the customer within 14 days of the customer being notified of their return inspection outcome, the product will be considered abandoned and we will dispose of it.

Note that online refunds are provided for the product only and do not include reimbursement for any shipping already paid.

Please note: we are currently unable to process any exchanges via post. We apologise for any inconvenience.

FAULTY PRODUCTS

We endeavour at Dragons Lair Salisbury to provide the best gaming experience for all our valued customers and we work hard to ensure our stock is free from damage or defect prior to leaving our warehouse.

Unfortunately there are some cases where an item may be received damaged or defective due to errors encountered in manufacturing by the product’s publishers, or by our courier partners.

Defective items include (but are not limited to):

• Broken parts
• Missing parts
• Manufacturing inconsistencies
• Damage sustained during delivery

Defective items do not include:

• Products specified as a random assortment of potential items where a specific item was not received
• Products which include cards subject to a random draw, including TCG products.

If you have received an item you believe to be damaged or defective, please contact Customer Care (through our Help widget below, right) providing:

• Proof of Purchase
• Order Number
• Photographic evidence of the defect or damage, including the state of packaging, where applicable.

We asses all claims on a case-by-case basis and will respond to you within 48hours.

If we determine the product you have received is indeed faulty, you will be entitled to one of the following remedies:

• A replacement of the faulty part (including postage paid by us, where applicable)
• A replacement of the entire faulty product (including postage paid by us, where applicable)
• A full refund of the purchase price for the affected product (including postage, where applicable).

Dragon's Lair Salisbury will always work with you to fully understand the extent of your inquiry and to deliver an appropriate and satisfactory resolution for you. We ask for your patience as our team fields your inquiry appropriately, to ensure we’re able to liaise with our team, suppliers and publishers where applicable so we may have the opportunity to provide you the best possible outcome.

RECEIVING INCORRECT, ADDITIONAL OR MISSING PRODUCTS

In the process of fulfilling our customers’ orders with efficiency at the forefront of our minds, we acknowledge that there exists the potential for human error within our packing and warehouse fulfilment.

In rare cases, you may find you have received an incorrect, additional or missing item in your delivery.

If this occurs, please contact us via email at dragonslairholdings@gmail.com as soon as possible, providing:

• Your Order Number
• Details of the issue encountered
• Photographic evidence of the products received.

We will assess and work with you to resolve any such issues in a timely and efficient manner.

FAILURE TO COLLECT IN-STORE

Orders placed via our Click & Collect Service are required to be collected from our warehouse location within 14 days of receiving your Pick-Up Notice via email.

Orders that remain uncollected after this period will be cancelled and refunded (less any applicable Afterpay or Zip Pay fees, see below ‘Refund Processing’ for further clarification).

We will endeavour to take all reasonable measures to ensure you are made aware that your order is ready to collect, including sending a secondary, courtesy email seven days after your original Pick-Up Notice as a reminder, if the order remains uncollected at that time.

Should you encounter any issues regarding the collection of your order, please contact us via email at @dragonslairholdings@gmail.com as soon as possible so we may be able to assist you.

ORDER CANCELLATIONS OR AMENDMENTS

Dragon's Lair Salisbury offers the option (but cannot guarantee) to either cancel or amend an order placed, subject to the reasonable timing of your order being packed and shipped.

Please contact us via email at Dragonslairholdings@gmail.com urgently, including the following information:

• Your Order Number/s
• Your specific amendment request – including (where applicable):
• providing a full and correct address (including any business name/s)
• any additional product barcodes (found at the bottom right corner of the menu to the right of our product listing)
• Your specific cancellation request

Any requests made outside of a reasonable time of your order arriving and being packed for delivery will be unable to be accommodated and any cancellations unable to be actioned as a result will be subject to our Change Of Mind Return Conditions, above.

REFUND PROCESSING

Any approved refunds will be processed via your original payment method and you will be notified by email as soon as this occurs.

Payments made via credit/debit card may take up to 5 business days to reflect in your account. This is dependent on the policies of your financial institution and out of Dragon's Lair Salisbury's control.

Please note that any requests made to exchange or refund orders placed where Afterpay, Zip Pay or any other LayBuy app was used as the designated payment method, will incur a 5% fee of the total purchase price, due to the associated fees charged by these companies to us in these circumstances.

Customers are not entitled to receive a refund on purchases of gift cards or cash refunds of purchases made with gift cards.

RETURN TO SENDER

If an order is returned to our store due to an error on part of the customer, including (but not limited to):

• Failure to collect from Post Office or Drop Location within courier hold timeframe, 
• Failure to accept Same Day Re-Delivery 
• Providing incorrect or incomplete delivery address at checkout,
• Refusing any applicable fees or the delivery itself,

we will contact you immediately to ascertain how you would like to proceed with your order, subject to the following conditions:

REFUND/FALIURE TO RESPOND:

If a refund for the RTS order is requested or the customer fails to respond to our contact within 24 hours, the order will be refunded and re-stocked into our inventory, less the following charges:

• The shipping cost already paid by the customer on ordering
• The standard $10 RTS fee we incur from our couriers as a result 

Please note; orders placed using Afterpay, Zip Pay or any other LayBuy app as the designated payment method will also be subject to an additional 5% fee of the total purchase price (as detailed under "Refund Processing"), due to the associated fees charged by these companies to us in these circumstances.

RE-SHIP/CLICK & COLLECT:

If a customer wishes to have the RTS order re-shipped or collect the order from our store the following charges will apply:

• Payment of the new shipping cost (where applicable)
• The standard $10 RTS fee we incur from our couriers as a result

Please note; should you wish to collect your order from our store, it will be subject to our 14-day collection period, as detailed above. 

Can’t find an answer to what you are looking for? Please contact us via email at Dragonslairholdings@gmail.com.