Terms and Conditions

TERMS & CONDITIONS 

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Welcome to Pokecouple TCG and Collectibles. By accessing and using our website, [https://www.pokecouple.com] (the "Site"), you agree to be bound by the following terms and conditions (the "Terms"). These Terms govern your use of our services and any purchases you make on the Site. If you do not agree to these Terms, please refrain from using our Site. Please read these Terms carefully before using the Site. 

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General Terms 
 
By accessing or using Pokecouple TCG and Collectibles, you represent that you are at least the age of majority in your state or province of residence, or that you have given us your consent to allow any of your minor dependents to use this Site. We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (excluding credit card information) may be transferred unencrypted and involve: 

• Transmissions over various networks. 

• Changes to conform and adapt to technical requirements of connecting networks or devices. 

You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Site, use of the Site, or access to the Site without express written permission by us. 
 
Products and Services 
 
All products listed on Pokecouple TCG and Collectibles are subject to availability. We make every effort to ensure that the items on our Site are in stock and accurately depicted, but we cannot guarantee the availability of any specific product. In the event a product is unavailable after your order has been placed, we will notify you as soon as possible and offer you the option to either replace the item with another product or cancel your order. We reserve the right to modify or discontinue any product or service without notice, at any time. We are not liable to you or any third party for any modification, price change, or discontinuation of a product or service. 
 
Pricing and Payment 
 
All prices listed on Pokecouple TCG and Collectibles in AUD, and applicable taxes or shipping costs will be added at checkout where required. We reserve the right to change prices at any time without prior notice. By placing an order through the Site, you agree to provide accurate, complete, and up-to-date billing and payment information. If your payment method is declined, your order may be cancelled or delayed until payment is successfully processed. 
 

Order Acceptance 
 
Once you place an order with Pokecouple TCG and Collectibles, we will send you an email acknowledging receipt of your order. This email does not constitute acceptance of your order, and we reserve the right to refuse or cancel any order at our sole discretion. Reasons for order refusal may include but are not limited to: 

• Unavailability of the item 

• Errors in the product description or price 

• Suspected fraudulent activity 

If we cancel an order after you have already been charged, we will issue a full refund. 

 

Product Limits

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Limits apply for some items. Refer to your cart for limit warnings. If you order more than the limit, Pokecouple will cancel your order and refund to the original payment method. If you put multiple orders in for the same item, Pokecouple will cancel all orders and refund the original payment method. We will not let anyone purchase above limit amount. We reserve the right to cancel orders at any time.  

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Shipping Policy 

 
At Pokecouple TCG and Collectibles, we pride ourselves on delivering your exclusive, high-quality collectibles with the utmost care and attention to detail. Below, you’ll find all the information you need about our shipping process. 
 
Processing Time 
 
We carefully package every order to ensure your items arrive in pristine condition. Please allow us 1-2 Business Days for processing your order before it is shipped. 
 
Shipping Carriers 
 
We use trusted carriers like Australia Post to ensure safe and reliable delivery. 
Estimated Shipping Times. Your estimated shipping time will depend on your location and the shipping method selected at checkout: 
 

• Domestic Shipping: 

• Standard shipping typically takes 3-5 business days for standard shipping, 1-3 business days for Express depending on destination. 
   

Please note that shipping times may vary during peak seasons or due to unforeseen delays beyond our control. 
 
Shipping Costs 
 
Shipping costs will be calculated at the time of purchase, or you can arrange pick up from our warehouse. 

 

Shipping Insurance

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The last thing we want to hear is that your order has been lost, damaged or stolen 😣 

Which is why we offer Shipping Insurance included in your shipping costs. We will always aim for your orders to arrive on time and in perfect condition, but if something does go wrong, we have a back-up plan with Shipping Insurance! 

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What is Shipping Insurance?

 

Shipping Insurance is offered by Pokecouple TCG and collectibles to give your order protection for loss, theft or damage in transit.

 

The Nitty Gritty:

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• Shipping Insurance is automatically included in the shipping total.

• If your parcel has been delayed (outside of the standard shipping time) by the shipping courier, we will open an investigation with the courier. If the courier has deemed your order lost in transit, then we are happy to replace the items from your order that are available in our warehouse. Items we are unable to replace will be exchanged for a store credit.

• If your order has been damaged in transit, please email us with images of the damage along with your order details. If the items are in stock, we will happily replace the items from your order, or we will provide you with a store credit.

• If you enter an incorrect address and your order has been dispatched, unfortunately, this will not be covered by Shipping Insurance. Don't forget, if your order is still in transit and has shipped with Auspost, you may be able to redirect it.

 

As always, for any questions relating to our Shipping Insurance, please email our customer service superstars at pokecouple2024@gmail.com 

Tracking Your Order 
 
Once your order has shipped, you will receive an email with a tracking number. You can use this number to follow your order’s journey from our door to yours. Simply visit Australia Post to track your package in real-time. If you encounter any issues with your tracking number or shipment, please don't hesitate to contact us at pokecouple2024@gmail.com. 
 

Shipping Restrictions 
 
At this time, we do not ship worldwide. But if you contact pokecouple2024@gmail.com we may be able to accommodate you.  
 
Undelivered or Lost Packages 
 
While we take every precaution to ensure the safe and timely arrival of your package, unexpected issues can occasionally arise. If your package is lost or undelivered, please contact us at pokecouple2024@gmail.com we within 7 days of the expected delivery date, and we will work with you to resolve the issue. 
 
Incorrect Shipping Information 
 
Please double-check your shipping information at checkout. If you realise there is an error, contact us immediately at pokecouple2024@gmail.com. Orders that are returned to us due to incorrect shipping addresses may require an additional shipping fee for redelivery. 
 
Delays and Exceptional Circumstances 
 
In rare cases, such as high order volumes or external factors like weather conditions, there may be slight delays in shipping. We will notify you of any significant delays via email and do our best to ensure your items arrive as soon as possible. For any additional questions or concerns regarding your shipment, please feel free to reach out to us. At Pokecouple TCG and Collectibles, your satisfaction is our top priority. 

Return and Refund Policy  

As per Australian consumer law, refunds on change of minds are at the discretion of Pokecouple TCG and Collectibles. All sales are final, and refunds may not be given if you change your mind after purchase. This includes and not limited to sealed product, single cards, graded cards, binders, TCG accessories and collectables. Please refer to the faulty product policy for faults.  

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Faulty Products 

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Our goal here at Pokecouple TCG and Collectible is to provide an excellent TCG experience for all our valued customers and we work hard to ensure our inventory is free from damage or defect prior to leaving our warehouse. Unfortunately, there are some cases where an item may be received damaged or defective due to errors encountered in manufacturing by the product’s publishers, or by our courier partners. Defective items include (but are not limited to): - Broken parts - Missing parts - Manufacturing inconsistencies - Damage sustained during delivery Defective items do not include: - Products specified as a random assortment of potential items where a specific item was not received - Products which include cards subject to a random draw, including Trading Card Game (TCG), including Disney, Pixar, Mario, Star wars, Japanese TCG and TCG Singles. If you have received an item you believe to be damaged or defective, please contact Customer Care (through our email) providing: - Proof of Purchase - Order Number - Photographic evidence of the defect or damage, including the state of packaging, where applicable. We asses all claims on a case-by-case basis and will respond to you within 48hrs. If we determine the product you have received is indeed faulty, you will be entitled to one of the following remedies: - A replacement of the faulty part (including postage paid by us, where applicable) - A replacement of the entire faulty product (including postage paid by us, where applicable) - A full refund of the purchase price for the affected product (including postage, where applicable). Pokecouple TCG and Collectibles will always work with you to fully understand the extent of your inquiry and to deliver an appropriate and satisfactory resolution for you. We ask for your patience as our team fields your inquiry appropriately, to ensure we’re able to liaise with our team, suppliers and publishers where applicable so we may have the opportunity to provide you the best possible outcome. Missing Hits or factory damaged cards please contact the appropriate manufacturer via their customer service department with proof of purchase and follow their advice. 
 

Rip n Ship 

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Pokecouple TCG and Collectibles has NO return policy thereby stating any of the following for Rip n Ship: 

 

- Change of mind 

- No Refunds 

- No Exchanges 

 

Please refer to the failure to collect in store policy if picking up from our warehouse.  

 

Pokerace

 

Pokerace race spots are final. No change of mind due to the type of product. Postage and insurance are included in the spot price. Races will be run once the race is full on Pokemon Collectors Brisbane Facebook group on Friday night. See linked Facebook group to join. Winner will be decided by random duckrace generator. Pokerace free shipping coupon code is to be used only on Pokeraces. If you want to purchase other items please start another order, we will cancel your order if you add other items to your Pokerace order.
 
Failure to collect in-store or from our warehouse  

 

Orders placed via our Click & Collect Service are required to be collected from our warehouse location within 14 days of receiving your Pick-Up Notice via email. Orders that remain uncollected after this period will be cancelled and refunded (less any applicable Afterpay fees, see below ‘Refund Processing’ for further clarification or purchased in our Rip n Ship). We will endeavour to take all reasonable measures to ensure you are made aware that your order is ready to collect, including sending a secondary, courtesy email seven days after your original Pick-Up Notice as a reminder, if the order remains uncollected at that time. Should you encounter any issues regarding the collection of your order, please contact Customer Care (through our Help widget below, right) as soon as possible so we may be able to assist you.  

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Return to sender 

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If an order is returned to our warehouse due to an error on part of the customer, including (but not limited to): - Failure to collect from Post Office or Drop Location within courier hold timeframe, - Failure to accept Same Day Re-Delivery - Providing incorrect or incomplete delivery address at checkout, - Refusing any applicable customs fees or the delivery itself, we will contact you immediately to ascertain how you would like to proceed with your order, subject to the following conditions:  

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Refund/failure to respond  

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If a refund for the RTS order is requested or the customer fails to respond to our contact within 24 hours, the order will be refunded and re-stocked into our warehouse inventory, less the following charges: - The shipping cost already paid by the customer on ordering - The standard $10 RTS fee we incur from our couriers as a result - A 5% processing and handling fee of the total purchase price, for services rendered in this process - Any applicable customs fees charged for the return of your international order back to our warehouse. Please note, orders placed using a Buy Now, Pay Later payment method will also be subject to an additional 5% fee of the total purchase price (as detailed under "Refund Processing"), due to the associated fees charged by these companies to us in these circumstances.  

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Re-ship/click and collect 

If a customer wishes to have the RTS order re-shipped or collect the order from our warehouse, the following charges will apply: - Payment of the new shipping cost (where applicable) - The standard $10 RTS fee we incur from our couriers as a result - A 5% processing and handling fee of the total purchase price, for services rendered in this process - Any applicable customs fees charged for the return of your international order back to our warehouse. Please note, should you wish to collect your order from our location, it will be subject to our 14-day collection period, as detailed above. Can’t find an answer to what you are looking for please contact us directly via email for assistance.  
 
Shipping and Delivery 
 
We strive to process and ship all orders in a timely manner. Shipping times may vary based on your location and the availability of products. All shipping details, including estimated delivery times and costs, are outlined in our Shipping Policy. Once your order has been shipped, you will receive tracking information. We are not responsible for shipping delays caused by external factors such as courier issues, customs delays, or adverse weather conditions. 
 
Returns and Exchanges 
 
As per Australian consumer law, refunds on change of minds are at the discretion of Pokecouple TCG and Collectibles. All sales are final, and refunds may not be given if you change your mind after purchase. This includes and not limited to sealed product, single cards, graded cards, binders, TCG accessories and collectables. Please refer to the faulty product policy for faults. 
 
Price Match 

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We will endeavor to match the price of an identically stocked competitor product. However, it must be in stock, a physical store and not a clearance item. Pokecouple TCG and Collectibles refuses the right to match the price if it is under cost price or does not follow the exclusions specified. 

Other exclusions but are not limited to - apply for Cashback offers and store credits, bonus and bundled promotions, coupon promotions, grey or direct import products not sold through an authorised Australian reseller, commercial orders, competitor advertising errors, members only and subscription prices. 
 

Intellectual Property 
 
All content on the Site, including but not limited to text, images, graphics, logos, videos, and product descriptions, is the exclusive property of Pokecouple TCG and Collectibles or its content suppliers and is protected by applicable copyright, trademark, and intellectual property laws. You may not use, reproduce, distribute, or modify any content on this Site without prior written permission from Pokecouple TCG and Collectibles. 
 
Prohibited Uses  

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You agree to use the Site only for lawful purposes and in a manner that does not infringe the rights of others or restrict or inhibit their use of the Site. Specifically, you agree not to: 

• Use the Site for any unlawful purpose 

• Upload or transmit viruses or any other malicious code 

• Interfere with the security features or functionality of the Site 

• Attempt to gain unauthorized access to the Site, its server, or any related systems 

Violation of these terms may result in termination of your access to the Site. 
 
Limitation of Liability 
 
Pokecouple TCG and Collectibles will not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use of the Site or the products you purchase from the Site. This includes, but is not limited to, damages for loss of profits, data, or other intangible losses. In no event shall Pokecouple TCG and Collectibles or our affiliates, directors, employees, or agents be liable for any damages exceeding the amount you paid for the products or services that gave rise to the claim. 
 
Changes to Terms and Conditions 
 
We reserve the right to update, modify, or replace any part of these Terms at any time by posting updates on our Site. It is your responsibility to check this page periodically for any changes. Your continued use of the Site following the posting of any changes constitutes acceptance of those changes. 

 

TCG – card trade ins/Purchases made by Pokecouple TCG and Collectibles 
  
These terms and conditions are subject to change at any time without notice: 
All cards must be genuine branded TCG Cards. We do not accept "Fake" or Custom-made cards of any kind. TCG Card trade ins, are subject to appraisal. Any cards that we appraise are not guaranteed to be taken by Pokecouple TCG and Collectibles. 
If a large submission of greater than 30 cards are taken for appraisal by Pokecouple TCG and Collectibles, the cards will be required to be left on premises to complete the evaluation. This can take up to 3-5 days. Any large submissions greater than 30 for appraisal will be subject to an appraisal fee of $20.00 AUD, if the seller decides to pull out of the trade in/purchases. This is to cover our time taken to appraise the cards. A letter with our quote and market value for each card will be provided to the seller upon collection of the cards. This is valid for 7 days of the time of the appraisal and after 7 days a new appraisal will be required and paid.  The appraisal fee will not apply to any trade in/purchase that is completed or is less than 20 cards. You will be required to sign a trade in document which will state the price of the trade ins, and the sale is final. Pokecouple TCG and Collectibles cannot take trade ins/purchases for any TCG Cards from minors and therefore require all minors below the age of 18 to be with a parent or guardian. The value (Offer) for trade in/purchases will be valued at 60% of the current market value at the time of the current market value for cash or 70% of the current market value at the time of the trade in for store credit.  

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Pokecouple TCG and Collectibles Rewards Points 

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Our rewards system operates at our discretion. This can be ended at any point and points redacted without notice. Our rewards points are redeemable in store and online. We do not allow duplicates of accounts. Accounts found to be in duplication can result in both accounts being banned from the system and will be ineligible for future involvement in our rewards system.  

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Privacy Policy 

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At Pokecouple TCG and Collectibles, accessible from [https://www.pokecouple.com ], we are committed to protecting and respecting your privacy. This Privacy Policy outlines how we collect, use, and safeguard the personal information you provide to us. 
 
If you have any additional questions or need more information about our Privacy Policy, please don't hesitate to contact us at pokecouple2024@gmail.com. 
 
This Privacy Policy applies to the information collected online through our website and does not cover information collected offline or through other channels. By using our website, you consent to the terms of this Privacy Policy. 
 
Consent 
 
By accessing and using Pokecouple TCG and Collectibles, you agree to our Privacy Policy and consent to the collection and use of your information as outlined below. 
 
Information We Collect 
 
We collect personal information to improve our services and provide you with an exceptional experience. This information may be collected in the following ways: 

• Information You Provide 

• When you contact us directly or make a purchase, we may ask for personal details such as your name, email address, phone number, shipping address, and payment information. These details are necessary to fulfill orders, respond to inquiries, or provide customer support. 

• Account Registration 

• If you create an account on our site, we may collect information such as your name, email, and contact information to streamline your shopping experience. 

• Log Data 

• Like many websites, Pokecouple TCG and Collectibles uses log files. These files collect information such as your IP address, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and click data. This data helps us analyse trends, manage the website, and improve our service. 
   

How We Use Your Information 
 
The information we collect is used in various ways, including to: 

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• Process and deliver your orders 

• Personalise your experience on our site 

• Improve our website and services 

• Communicate with you regarding your orders, inquiries, and updates 

• Prevent fraud and ensure the security of your personal information 

• Develop new products, services, and features 
   

Cookies 
 
Pokecouple TCG and Collectibles uses cookies to enhance your browsing experience. Cookies are small files placed on your device that help us understand how you interact with our site and personalise your experience. You can choose to disable cookies through your browser settings. Please note that disabling cookies may affect the functionality of our website. 
 
Third-Party Services 
 
We may employ third-party services such as payment processors and shipping companies to assist us in serving you. These third-party providers have their own privacy policies, which govern the use of your information. We only share necessary information with these third parties to fulfil your orders and requests. 
 
Data Security 
 
We take data security seriously at Pokecouple TCG and Collectibles. We implement industry-standard security measures to protect your personal information from unauthorized access, alteration, or disclosure. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security. 
 
Your Privacy Rights 
 
Depending on your location, you may have certain privacy rights regarding your personal information. Pokecouple TCG and Collectibles ensures that you have the following rights: 

• Access: You can request access to the personal data we hold about you. 

• Correction: You have the right to correct any incorrect or incomplete information we have on file. 

• Deletion: You can request that we delete your personal information, subject to certain conditions. 

• Restriction: You have the right to restrict the processing of your personal data under certain conditions. 

• Portability: You can request that we transfer your personal information to another organization or to you, in certain conditions. 

If you wish to exercise any of these rights, please contact us at pokecouple2024@gmail.com. We will respond to your request within 2 business days. 
 
Children's Privacy 
 
Pokecouple TCG and Collectibles does not knowingly collect any personal information from children under the age of 13. If we become aware that a child under 13 has provided personal information to us, we will take steps to promptly delete such information from our records. If you believe that your child has submitted personal information on our website, please contact us immediately. 
 
Changes to This Privacy Policy 
 
We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We encourage you to review this page periodically for the latest information on our privacy practices. 
 
Contact Us 
 
If you have any questions or concerns about this policy, terms and conditions or the way your personal information is handled, please reach out to us at: 

 
Pokecouple TCG and Collectibles  
Email: pokecouple2024@gmail.com  
Phone: 0434185110 

POLICY UPDATED 16/10/2024