Refund policy
Refunds & Returns Policy
Last updated: 16th June 2025
We want you to feel confident shopping with us. This policy explains when refunds or returns may apply and how we handle them in accordance with New Zealand consumer law.
What You’re Covered For
You're entitled to a refund, replacement, or repair if the product you receive is:
– Faulty or damaged through no fault of your own
– Not as described or not fit for purpose
– Lost during delivery
If this happens, please contact us within 7 days of receiving your order and include your order number and a brief explanation of the issue.
Change of Mind Policy
Because we sell sealed, collectible items, we do not offer refunds or returns for:
– Change of mind
– Disappointment with booster pack contents (pulls are random)
– Finding the item cheaper elsewhere
– Ordering the wrong product
Thank you for understanding — this helps protect the value and integrity of sealed trading card products.
What We’ll Need
To assess any refund or return request, we may ask you to provide:
– Clear photos of the product and packaging
– Your order number
– A short description of the issue
We'll review the request and respond as quickly as possible.
Refunds
If a refund is approved, it will be processed back to your original payment method within 5–7 business days.
In some cases, we may offer store credit or a replacement item instead, depending on the situation.
Damaged or Lost Orders
If your order is damaged in transit or lost by the courier:
– Please contact us as soon as possible
– Send photos of any damage
– We’ll work with the courier to sort it out fairly
Need Help?
If you have any questions or issues with your order, please contact us at:
hexvaultshop@gmail.com
We're here to help and want you to be completely satisfied.