Returns, Refunds & Warranty

Retro Gamers Vault does not accept returns or provide refunds or exchanges where a customer simply changes their mind, orders the wrong product, finds the product cheaper elsewhere or no longer wants it.

This does not affect any rights that apply when a product is faulty, unsafe, incorrectly described, not of acceptable quality or otherwise fails to meet a consumer guarantee.

A problem may be major when, for example, the product is unsafe, is substantially different from its description or sample, cannot be used for its normal purpose and cannot easily be fixed, or would not have been purchased had the problem been known.

Where the Australian Consumer Law gives the customer a choice, the customer may choose a refund or replacement. A customer may also be entitled to compensation for a reasonably foreseeable loss caused by the failure.

Where a problem is minor, Retro Gamers Vault may choose to repair the product within a reasonable time. If it cannot be repaired within a reasonable time, other remedies may become available under the Australian Consumer Law.

We may need to inspect or test a product before confirming the cause of a problem and the appropriate remedy.

Many products sold by Retro Gamers Vault are pre-owned, refurbished, vintage or collectible. Reasonable signs of age and prior use may form part of a product's disclosed condition and price.

A customer is not entitled to a remedy for a fault or condition that was specifically disclosed before purchase, or for damage caused after purchase. Consumer guarantees continue to apply having regard to the nature, age, price, condition and representations made about the product.

The additional store warranty does not cover accidental or deliberate damage, liquid or corrosion damage, fire or excessive heat, misuse, neglect, pest damage, power surges, use with incompatible or faulty accessories, unauthorised repairs or modifications, normal cosmetic wear, consumable items, or faults and limitations disclosed before purchase.

These exclusions apply only to the additional store warranty and do not remove any rights that cannot legally be excluded.

Trading cards, resin statues and similar non-electronic collectibles do not receive an additional Retro Gamers Vault store warranty. Customers should review photographs, descriptions, condition notes and grading information carefully before purchase.

This does not exclude Australian Consumer Law rights where a collectible is faulty, damaged, incorrectly described or otherwise fails to meet an applicable consumer guarantee.

The additional service warranty does not cover unrelated or newly developed faults, customer-caused damage, liquid or pest damage, misuse, unauthorised or third-party work performed after our service, pre-existing issues outside the agreed work, or failure of customer-supplied parts. Installation workmanship for a customer-supplied part may still be covered where stated in writing.

Room hire is governed by its booking terms. TCG grading assistance does not guarantee a particular grade, market value or decision by an independent grading provider.

If an order arrives damaged or contains the wrong product, contact us as soon as reasonably possible. Keep the item, parcel, shipping carton and internal packaging and provide clear photographs of the product and packaging where requested.

Prompt notification helps us investigate the delivery and resolve the issue, but it does not remove rights that cannot legally be excluded.

Contact Retro Gamers Vault by email at support@retrogamersvault.com.au, by phone on 0427 983 752, or visit Unit 6, 16-30 Argyle Street, Camden NSW 2570.

Please provide your name, order or receipt number, a clear description of the problem, when it began, and photographs or video where useful. Do not send an item until return instructions have been provided.

We may request reasonable proof that the product or service was supplied by Retro Gamers Vault. This may include a receipt, order confirmation, bank statement, account history or another record that identifies the transaction.

The original packaging is helpful for safe transport but is not automatically required to make a claim.

Products may be inspected and tested to determine the cause of a reported problem. Before providing a device, back up any important data, remove personal accounts and security locks where possible, and remove accessories that are not relevant to the fault.

Assessment, repair or replacement can result in data loss. Retro Gamers Vault is not responsible for data loss to the extent permitted by law. We will explain any non-warranty assessment charge before work proceeds where one may apply.

Contact us before returning a product. Where a product has a confirmed failure covered by the Australian Consumer Law, Retro Gamers Vault will meet reasonable return costs as required by law. For some large, heavy or installed products, we will discuss a practical inspection or collection arrangement.

If inspection shows that a product is not faulty or the issue is excluded from the additional warranty, the customer may be responsible for return delivery or other reasonable costs where permitted by law and disclosed in advance.

Approved refunds are normally initiated within five business days using the original payment method where reasonably possible. Financial institutions and payment providers may take additional time to make the funds available.

Any delivery charge included in a refund will be determined by the reason for the return and the customer's legal entitlements.

Some products may also include a manufacturer's or third-party warranty. Those warranties have their own terms and claim procedures.

You may contact Retro Gamers Vault for assistance even where another warranty exists. A manufacturer's warranty does not replace the retailer's obligations under the Australian Consumer Law.