Refund policy
At EclipseVault, we want you to be satisfied with your purchase. This Return and Refund Policy explains when returns, refunds, replacements, and order cancellations may be available.
Nothing in this policy is intended to exclude, restrict, or replace any consumer rights or remedies that cannot legally be excluded under applicable law.
1. Eligibility for Returns
We may accept returns where a product is eligible under applicable law and the conditions of this policy.
For sealed Pokémon Trading Card Game products, we strongly recommend keeping the product sealed, unused, and in its original condition if you wish to request a return.
Products that have been opened, used, altered, or damaged after delivery may not be eligible for a change-of-mind return where applicable law permits such exclusions.
2. Damaged or Incorrect Products
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.
Please provide:
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Your order number
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Your name
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A description of the issue
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Clear photographs of the product
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Photographs of the packaging where relevant
We may request additional information to assess the issue.
Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, store credit, or another appropriate resolution.
3. Products Damaged During Shipping
If your package arrives visibly damaged, please photograph the package and its contents before disposing of the packaging materials.
Contact us at:
We will review the situation and, where appropriate, work with the shipping carrier to investigate the damage.
4. Incorrect Items
If we accidentally send you an item that differs from the product you ordered, please contact us as soon as possible.
Do not open or use the incorrect item if possible.
After reviewing the order, we may provide instructions for returning the incorrect product and arrange an appropriate replacement or refund.
5. Change-of-Mind Returns
Where applicable under the laws governing your purchase, we may accept eligible change-of-mind returns.
To request a change-of-mind return, products should generally be:
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Unused
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Unopened
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In original condition
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In original packaging
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Complete with any included accessories or components
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Suitable for resale
Certain products may not be eligible for change-of-mind returns where permitted by applicable law.
This may include opened sealed trading card products, personalized items, digital products, or other products that cannot reasonably be resold after opening.
6. Trading Cards and Sealed Products
Due to the collectible nature of Pokémon Trading Card Game products, returns may be subject to additional conditions.
For sealed products, opening the manufacturer's original packaging may affect eligibility for a change-of-mind return.
EclipseVault does not guarantee specific card pulls, rarities, print quality, centering, grading outcomes, or other random characteristics of sealed trading card products.
Factory-sealed products are sold as supplied by the manufacturer.
This does not affect any rights you may have where a product is defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer protection laws.
7. Refunds
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
Depending on your payment provider or financial institution, it may take additional business days for the refund to appear in your account.
EclipseVault is not responsible for delays caused by banks, payment processors, or other financial institutions after a refund has been successfully processed by us.
8. Shipping Costs
Where a return is required because we supplied an incorrect product, the product was damaged before delivery, or another qualifying issue exists, EclipseVault may cover reasonable return shipping costs where required by applicable law.
For eligible change-of-mind returns, the customer may be responsible for applicable return shipping costs unless otherwise stated.
Original shipping charges may be non-refundable where permitted by applicable law.
9. Return Process
Before sending a product back, please contact us first.
To request a return, email:
Please include:
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Order number
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Name used for the order
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Product you wish to return
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Reason for the return
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Photographs where relevant
We will review your request and provide return instructions if the return is approved or otherwise appropriate.
Please do not send products to our business address without receiving return instructions from us first.
10. Return Condition
Returned products should be packaged securely to prevent damage during transportation.
Customers may be responsible for damage caused by inadequate packaging where permitted by applicable law.
We may inspect returned products before determining the appropriate resolution.
11. Lost Return Shipments
If you are responsible for returning a product, we recommend using a shipping service that provides tracking and proof of delivery.
EclipseVault may not be responsible for a return shipment that is lost in transit before reaching us when the customer is responsible for arranging the return.
12. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.
Once an order has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return process.
Pre-orders may be subject to additional cancellation terms stated on the product page or in our Pre-Order Policy.
13. Refunds for Unavailable Products
If we are unable to fulfill an order because a product becomes unavailable after purchase, we may cancel the affected item or order and issue an applicable refund.
Where possible, we will contact the customer before taking action.
14. Fraudulent or Abusive Returns
EclipseVault reserves the right to investigate unusual, fraudulent, or abusive return activity.
Where permitted by applicable law, we may refuse transactions or returns that involve suspected fraud, misuse of our policies, false claims, or repeated abusive behavior.
This does not affect legitimate consumer rights or statutory remedies.
15. Consumer Rights
Our policies are not intended to remove or restrict mandatory consumer guarantees, warranties, or other legal rights that apply to your purchase.
If a product is defective, unsafe, not as described, or otherwise fails to meet mandatory legal standards, you may have rights or remedies beyond those described in this policy.
16. Contact Us
For questions about returns, refunds, replacements, or cancellations, please contact:
EclipseVault
54 Souttar Terrace
Osborne Park DC WA 6017
Australia
Email: contact@EclipseVault.shop
Phone: +1 (479) 345-1674
Please include your order number whenever contacting us about an existing purchase.