Refund policy

At HoloGem, we want you to be satisfied with your purchase. This Return & Refund Policy explains when returns, exchanges, replacements, and refunds may be available.

Nothing in this policy is intended to limit or exclude any rights or remedies you may have under applicable consumer protection laws.

1. Eligibility for Returns

Returns may be accepted when:

• You received the wrong product.

• Your order arrived damaged.

• A product is defective or materially different from its description.

• The product qualifies for a return under applicable consumer protection laws.

• HoloGem has otherwise approved the return.

Some products may be subject to additional conditions because of their nature, condition, or whether they have been opened.

2. Sealed Products

For sealed Pokémon trading card products, we recommend carefully reviewing the product description before purchasing.

Where permitted by applicable law, sealed products that have been opened may not be eligible for return simply because the customer has changed their mind.

Opening a sealed trading card product may affect its eligibility for return because the original sealed condition can no longer be verified.

This does not affect any mandatory consumer rights relating to defective, misdescribed, counterfeit, or otherwise non-conforming products.

3. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

To help us investigate the issue, please provide:

• Your order number

• A description of the damage

• Clear photographs of the product

• Photographs of the shipping box and packaging

• Photographs of the shipping label, where applicable

We may request additional information if necessary.

Depending on the circumstances, an approved claim may result in a replacement, refund, store credit, or another appropriate remedy.

4. Incorrect Items

If you receive an item that is different from what you ordered, please contact us promptly.

We will review your order and work with you to determine the appropriate resolution.

If HoloGem confirms that an incorrect item was sent, we may provide return instructions and, where appropriate, arrange a replacement or refund.

5. Defective or Misdescribed Products

If a product is defective or materially different from its description, please contact us with your order details and information about the issue.

We will assess the situation and provide an appropriate remedy where required by applicable law or under our store policies.

6. Change-of-Mind Returns

Change-of-mind returns are subject to applicable law and the conditions stated on the relevant product listing.

Where a return is permitted, products may need to be unused, unopened, and in their original condition and packaging.

Certain products may not be eligible for change-of-mind returns where permitted by law.

7. How to Request a Return

Before sending any product back, please contact us at:

Email: contact@HoloGem.shop

Please include:

• Your full name

• Order number

• Product name

• Reason for the return

• Photos or other supporting information, if relevant

Please do not send products to our address without first receiving return instructions from HoloGem.

8. Return Shipping

If HoloGem confirms that a return is required because we sent an incorrect item, the item arrived damaged, or another issue attributable to HoloGem has occurred, we will provide appropriate instructions regarding return shipping.

For other approved returns, responsibility for return shipping may depend on the reason for the return and applicable law.

9. Refunds

Once an approved return has been received and reviewed, we will determine the appropriate resolution.

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account depends on your bank, card issuer, or payment provider.

10. Partial Refunds

In certain circumstances, HoloGem may offer a partial refund where appropriate.

Any partial refund will be discussed with the customer before being processed.

11. Store Credit or Replacement

Depending on the circumstances, HoloGem may offer:

• A replacement product

• Store credit

• A full refund

• A partial refund

• Another appropriate resolution

Where consumer law requires a particular remedy, your statutory rights will take precedence.

12. Lost or Undelivered Packages

If tracking indicates that a package has been delivered but you cannot locate it, please first check with household members, neighbors, building management, and the relevant carrier where appropriate.

If your package appears to be lost in transit, contact us so we can review the available tracking information and determine the appropriate next steps.

13. Refunds for Cancelled Orders

If an order is cancelled before fulfillment and a refund is approved, the refund will generally be returned to the original payment method.

Refund processing times may vary depending on the payment provider.

14. Pre-Order Refunds

Pre-order cancellations and refunds are subject to the terms stated on the applicable product listing and our Pre-Order Policy, as well as any rights provided by applicable consumer protection laws.

If you need assistance with a pre-order, contact us before taking any action.

15. Return Inspection

Returned products may be inspected to determine their condition and whether the return meets the applicable requirements.

Customers should package returned products securely to reduce the risk of damage during return shipping.

16. Fraudulent or Abusive Returns

HoloGem reserves the right to investigate suspicious or potentially fraudulent return claims.

Nothing in this section limits any rights available to customers under applicable consumer protection laws.

17. Consumer Rights

This policy does not replace or limit any mandatory rights you may have under applicable consumer protection legislation.

If a product does not meet a legally required consumer guarantee, you may have rights to a repair, replacement, refund, or another remedy regardless of the voluntary return conditions described above.

18. Contact Us

For return and refund assistance, please contact:

HoloGem
21 Lowe Street, BURNCLUITH QLD 4413, Australia
Email: contact@HoloGem.shop
Phone: +1 (479) 345-1674

Please contact us before returning an item so that we can provide the correct return instructions and help resolve your request as efficiently as possible.