Refund policy

Refund & Returns Policy

At Slab Headz, we're committed to providing a premium mystery experience and excellent customer service. Please read our returns policy carefully before making a purchase.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request an eligible return.

To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, and accompanied by your order confirmation or proof of purchase.

To begin a return, please contact us at slabheadztcg@gmail.com.

If your return is approved, we'll provide instructions on how and where to send your item. Returns sent without first contacting us will not be accepted.

Return Address

(will be given via email)

You can contact us at any time with questions regarding returns or refunds by emailing slabheadztcg@gmail.com.

Mystery Slab Purchases

Slab Headz sells mystery products, meaning the specific Pokémon card you receive is randomly selected before your order is dispatched.

Because the mystery is the defining feature of the product, we cannot accept returns or offer refunds simply because you are unhappy with the Pokémon, artwork, grading company, or current market value of the slab you receive.

Every Slab Headz Mystery Slab is guaranteed to include:

  • One authentic Grade 10 graded Pokémon card.
  • Professionally graded by one of our approved grading companies, including PSA, ACE Grading, CGC or Beckett.
  • A slab that matches the product description advertised at the time of purchase.

By placing an order, you acknowledge and accept the random nature of the product.

Our Trade-Up Promise

We understand that part of the excitement of a mystery product is hoping to reveal your favourite Pokémon or a high-value chase card.

If your pull wasn't quite what you were hoping for, we'd still like to help.

At our discretion, we may offer a Trade-Up Opportunity on selected orders.

Where approved, you may be offered store credit towards a future Slab Headz purchase when your original slab is returned to us in its original condition.

Please note:

  • Trade-Up requests are reviewed on a case-by-case basis.
  • Trade-Up offers are not guaranteed and remain entirely at the discretion of Slab Headz.
  • Returned slabs must be genuine, undamaged and in the same condition they were supplied.
  • We reserve the right to refuse Trade-Up requests where we believe the policy is being misused.

Our Trade-Up Promise is offered as a gesture of goodwill and does not form part of your statutory consumer rights.

Damaged, Faulty or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order arrives damaged, faulty, contains the wrong item, or does not match the product description, please contact us immediately at slabheadztcg@gmail.com.

Where possible, please include photographs of the packaging and the item received so we can investigate the issue quickly.

If we determine that your item is faulty, damaged in transit, or incorrectly supplied, we'll work with you to put things right, which may include a replacement, exchange or refund where appropriate.

Non-Returnable Items

We cannot accept returns or offer refunds for:

  • Mystery products where the customer simply dislikes the randomly allocated Pokémon card.
  • Requests based solely on the current market value of the card received.
  • Opened, damaged or altered items caused after delivery.
  • Sale or clearance items (unless faulty).
  • Gift cards.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

Exchanges

Due to the random nature of our products, we do not offer exchanges for a different Pokémon, grading company or card.

If there is a genuine issue with your order, please contact us and we'll always do our best to resolve the matter fairly.

European Union 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days in accordance with applicable consumer protection laws.

This right may not apply where legal exemptions exist, including where the product has been unsealed after delivery.

Your statutory rights remain unaffected.

Refunds

Once we've received and inspected your eligible return, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at slabheadztcg@gmail.com.