A fair process when a card is not right.

1. Seller responsibility

The identified seller is responsible for the card, fulfilment and any required remedy. CardQuay records payment declarations, confirmations, shipping, cancellation, return and dispute activity and may provide workflow, evidence review or platform enforcement, but does not replace a seller's legal obligations.

2. When a remedy may be available

A return, refund, replacement or other remedy may be appropriate where a card is counterfeit, not owned by the seller, materially different from the listing, incorrectly graded or identified, damaged before delivery, damaged because of inadequate packaging, or not delivered. The appropriate remedy depends on the circumstances and applicable law.

3. Change of mind

CardQuay does not require sellers to accept a return solely because the buyer changed their mind, found a lower price or no longer wants the card. A seller may offer a more generous policy, which must be clearly stated and honoured. This does not affect mandatory rights for a faulty or misdescribed item.

4. Private and business sellers

Australian Consumer Law guarantees generally apply where a seller is acting in trade or commerce. Different rules may apply to genuine private sales, although title, undisturbed possession, freedom from undisclosed securities and laws against misleading conduct may still be relevant. The seller's status will be shown where possible and may be reviewed by CardQuay.

5. How to request help

1. Open My Account → Purchases and select Need help with this order?
2. Choose cancellation, return or dispute, then describe the issue clearly.
3. Report obvious delivery or condition issues within 48 hours of receipt where practicable.
4. Keep the card, packaging, shipping label and all communications.
5. Provide clear photographs, tracking and any grading or authentication evidence requested.

The seller reviews the request first. If the parties cannot agree, the buyer can escalate it to CardQuay. The 48-hour reporting request helps preserve evidence but does not remove rights that apply for a longer period under law.

6. Returning the card

Do not return a card until the seller or CardQuay provides confirmed instructions. Use protective packaging and tracked shipping. Responsibility for return postage depends on the reason for return and applicable law; where a business seller must provide a remedy for a failure, the seller must meet the obligations imposed by the Australian Consumer Law.

7. Refund timing and method

A Direct Deal card-price refund is sent by the seller using the method agreed with the buyer because CardQuay did not receive that payment. CardQuay may record confirmation and evidence but cannot initiate the transfer. Safeguarded Trade is not currently available; binding service refund terms will be published before launch.

8. Transaction cancellation

Before payment, a buyer may leave a Direct Deal. After the seller confirms availability, either member should use the recorded cancellation workflow rather than abandoning the transaction. After the buyer pays, cancellation requires coordination with the seller and may require a direct refund. Historical Safeguarded beta records, if any, are handled according to their recorded test stage. Mandatory rights remain unaffected.

9. Trades

A trade may require both users to return the received cards and reverse any cash adjustment. CardQuay will consider tracking, condition on arrival, changes made after receipt and the feasibility of restoring both parties to their previous position.