Returns & Refunds

This Refunds and Returns Policy applies to all purchases made from Treasure Vault.

Change of Mind
To protect collectors and maintain product integrity, Treasure Vault does not offer returns, refunds or exchanges for change of mind purchases.
This includes situations where a customer orders an incorrect item or quantity, changes their preference, finds the product elsewhere or at a lower price, no longer wishes to keep the product, or where our selling price or the market value of the product changes after purchase.
Customers are encouraged to carefully review product descriptions, quantities, pricing, release information and product details before completing a purchase.

Price Changes, Sales and Discount Codes
Prices, promotions and discount codes may change at any time. The price accepted at checkout is the price of your order.
If a product is later reduced in price, included in a sale or covered by a discount code, that change is not applied to an order already placed.
We do not refund the difference, issue credit for the difference, or cancel a confirmed order so that it can be placed again at the lower price.
Discount codes and promotions apply only to orders placed while they are running.
This applies equally to pre-orders, where the period between placing an order and dispatch can be several months.
Nothing in this section affects any rights or remedies available under Australian Consumer Law, or our obligation to refund any paid quantity we are unable to supply.

Product Condition and Use
Products are supplied in new condition unless otherwise stated.
Some products are supplied factory sealed, while others may not be sealed depending on the nature of the item.
Products that have been opened, used, altered, tampered with or damaged after delivery are not eligible for return or refund unless the product is faulty, misdescribed or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Faulty or Misdescribed Products
Where a product is faulty, materially different from its description, or does not meet the consumer guarantees required under Australian Consumer Law, customers are entitled to an appropriate remedy.
For a major failure, customers may be entitled to choose a refund or replacement where available.
For a minor failure, Treasure Vault may provide an appropriate remedy in accordance with Australian Consumer Law.

Packaging and Cosmetic Variations
Treasure Vault sells collectible products, and we take reasonable care when storing and dispatching orders.
However, minor cosmetic variations may occur as a result of manufacturing, factory packing, distribution, handling or transit.
Minor imperfections such as small marks, light scuffs, slight corner wear, minor dents, wrapping variations, print variations or other minor packaging imperfections will not necessarily constitute a fault where the product remains authentic, complete, fit for purpose and materially consistent with its description.
Where packaging condition is specifically described or represented as part of a product listing, that description will form part of our assessment.
Significant damage, missing contents or a product that is materially different from what was represented will be assessed in accordance with Australian Consumer Law.

Assessment of Returns
If a return or refund request is submitted, Treasure Vault may request proof of purchase, photographs, videos, packaging, shipping information or other supporting information reasonably required to assess the claim.
Where a return is required, the item may be inspected before the appropriate remedy is finalised.
Customers should retain the product, packaging and all included contents while a claim is being assessed unless advised otherwise.

Shipping Costs
Where a product fails to meet a consumer guarantee under Australian Consumer Law, Treasure Vault will address reasonable return shipping costs where required by law.
Original or return shipping costs are not refundable for change of mind requests or other requests where Treasure Vault is not required to provide a remedy.

Pre-Orders
Pre-order purchases are considered firm purchase commitments and are not eligible for cancellation or refund due to change of mind.
This includes circumstances where a customer later finds the product elsewhere or at a lower price, no longer wants the product, orders an incorrect quantity, changes their purchasing preference, or where our selling price or the market price of the product increases or decreases after the order is placed.
It also includes circumstances where the product is later discounted, included in a sale or covered by a discount code released after the order was placed.
Pre-order release dates and expected arrival dates are provided in good faith based on information available from manufacturers, distributors and suppliers. These dates are estimates and may change due to circumstances outside Treasure Vault's reasonable control.
Supplier or distributor stock may arrive after the advertised release date. Unless otherwise stated on the relevant product page, customers should allow up to 14 calendar days after the advertised release date for pre-order stock to arrive and affected orders to be processed for fulfilment. This is a maximum allowance for affected orders, not the standard wait.
A release delay by itself does not automatically entitle a customer to cancel or receive a refund. However, nothing in this policy limits any rights or remedies available under Australian Consumer Law where a product cannot be supplied within an agreed or reasonable timeframe.
Pre-orders may also be affected by supplier allocation reductions, stock shortages, manufacturer changes or other circumstances outside our reasonable control.
Where Treasure Vault is unable to supply all or part of a paid pre-order and cancels the affected quantity, the amount paid for that quantity will be refunded in full to the original payment method.
For complete terms relating to pre-orders, including payments, allocations, release dates, dispatch, cancellations and stock availability, please refer to our Pre-order Policy.

Order Cancellations
Treasure Vault is not required to cancel an order due to change of mind once it has been placed.
A later change in our selling price or the market value of a product, a sale or the release of a discount code is not, on its own, a reason to cancel an order that has already been placed.
Any cancellation request must reach us before the order has been dispatched. Once an order has been dispatched it can no longer be cancelled, and any subsequent request is assessed under the remainder of this policy.
Where Treasure Vault cancels an order because we are unable to supply the purchased product, the amount paid for the affected product will be refunded in full.
Nothing in this section affects any rights or remedies available under Australian Consumer Law.

Exclusions
This policy does not cover damage or deterioration caused after delivery by misuse, improper storage, improper handling, alteration, opening, tampering or failure to take reasonable care of the product.
These exclusions do not apply where the issue results from a failure to comply with a consumer guarantee under Australian Consumer Law.

Contact Us
If you believe a product you have received is faulty, materially damaged or not as described, please contact us at info@treasurevaultau.com within a reasonable timeframe so we can review the matter and assist you.
Providing your order number and clear photographs or other relevant information may help us assess your claim more efficiently.

Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law.