Refund policy

We want you to be happy with what you buy from us. This policy explains how returns work at Cartell Games, and sets out your rights under Australian Consumer Law.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded.

If an item is faulty, significantly different from its description, or does not do what it is supposed to do, you are entitled to a repair, replacement or refund. Where the problem is major, the choice between those is yours. Where the problem is minor, we may choose to repair or replace the item first. You are also entitled to compensation for any other reasonably foreseeable loss or damage.

These rights apply to sale items and clearance stock, and they are not limited to 30 days. How long they last depends on what is reasonable for the item in question.

Change of mind returns 30 days

Separately from your legal rights above, we accept change of mind returns within 30 days of you receiving your order. To be accepted, the item must be:

unopened and still sealed, with any shrink wrap intact
in its original packaging and undamaged
accompanied by your receipt or order number

We cannot accept change of mind returns on opened board games, card games or puzzles. Once a game is unsealed we have no way of confirming the contents are complete, so we cannot resell it. This does not affect your rights if the item turns out to be faulty.

Gift cards cannot be returned.

Faulty, damaged or incorrect items

Please check your order when it arrives and contact us as soon as you can if anything is defective, damaged in transit, missing components, or simply not what you ordered. Photographs help us sort it out quickly.

Missing or damaged components in a new game can often be replaced free by the publisher, and we are happy to help you arrange that if you would prefer to keep the game.

Who pays return postage

Faulty, damaged or incorrect items â€” we cover the cost. We will send you a prepaid return label or reimburse your postage.
Change of mind â€” return postage is at your cost, and the original shipping charge is not refunded. We recommend a tracked service, as we cannot refund an item that does not reach us.

Returning in store

You are welcome to bring any return directly to us at DFO Jindalee, Shop T57C, 16 Amazons Place, Jindalee QLD 4074. This is usually the fastest option and costs you nothing in postage. Please bring your receipt or order confirmation.

How to start a return

Email hello@cartellgames.com.au or call 07 3876 7283 with your order number and what the problem is. Please contact us before sending anything back â€” items posted to us without an agreed return may go astray.

Once agreed, returns by post go to:

Cartell Games
DFO Jindalee, Shop T57C
16 Amazons Place
Jindalee QLD 4074

Exchanges

The quickest way to swap something is to return the original and place a new order once the return is approved. If you are in store we can usually handle an exchange on the spot.

Refunds

We will let you know once we have received and inspected your return. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few days more to post it.

If more than 15 business days have passed since we approved your refund and you still have not seen it, please contact us.