Refund policy

Last updated: 12th August 2026

This Refund, Cancellation and Service Outcome Policy applies to all card cleaning, pressing, restoration, pre-grading, slab removal, assessment and related services provided by Card Care (“we,” “us,” or “our”).

By submitting a card, approving a quotation, making payment, or authorizing us to begin work, the customer agrees to this policy together with our Terms of Service.

1. Custom Service

Our services are performed specifically for each customer and each individual card. Because card restoration is a customized, hands-on service, refunds are not available simply because a customer changes their mind after work has started.

Each card may react differently depending on its age, material, printing process, previous storage, previous repairs and existing damage.

2. Assessment and Approval

Customers must provide accurate information and clear photographs showing the condition of each card.

We may inspect the card again after it arrives. If the actual condition differs from the information or photographs provided, we may:

  • Revise the quotation;
  • Recommend a different service;
  • Refuse treatment;
  • Return the card at the customer’s expense; or
  • Request further approval before continuing.

No additional paid work will be performed without the customer’s authorization.

3. Cancellations Before Work Begins

A customer may request cancellation before restoration or cleaning work begins.

Approved cancellations may be refunded less:

  • Any non-refundable assessment or booking fee;
  • Payment-processing fees we are unable to recover;
  • Packaging expenses already incurred; and
  • Shipping or insurance costs already paid.

Return shipping remains the customer’s responsibility.

4. Cancellations After Work Begins

Once cleaning, pressing, moisture treatment, polishing, slab removal, restoration or any other physical work has started, the service cannot normally be cancelled or refunded.

This is because restoration work may permanently alter the card and cannot be reversed.

If we agree to stop work after treatment has begun, the customer remains responsible for:

  • Work already completed;
  • Materials already used;
  • Return shipping;
  • Insurance; and
  • Any approved third-party expenses.

5. Completed Services

Payments for completed services are non-refundable except where:

  • We charged the customer incorrectly;
  • We failed to provide the agreed service;
  • The customer has rights under applicable consumer law; or
  • We approve a refund in writing.

A customer’s dissatisfaction with the final appearance, grade, market value or resale value does not automatically qualify for a refund when the agreed service was properly performed.

6. No Grade or Value Guarantee

We do not guarantee:

  • Removal of every dent, crease, scratch, stain, bend or surface defect;
  • That damage will become completely invisible;
  • A specific grading result;
  • An increase in grade;
  • Acceptance by a grading company;
  • An increase in market or resale value; or
  • That a restored card will receive the same treatment from every grading company.

Card grading decisions are made solely by the grading company. We are not responsible for grading fees, rejected submissions, altered grades or changes in market value.

7. Restoration Results

Restoration is intended to improve or reduce visible defects where reasonably possible. Some defects may only be reduced rather than completely removed.

Results may vary because of:

  • Card age;
  • Paper or foil construction;
  • Previous moisture exposure;
  • Previous chemical treatment;
  • Weak or separated layers;
  • Hidden internal damage;
  • Ink instability;
  • Existing warping;
  • Mold;
  • Adhesive contamination; or
  • Previous repair attempts.

Before-and-after photographs, examples and social-media content show previous results only and are not guarantees of identical results.

8. Pre-Existing and Hidden Damage

We are not responsible for damage that existed before the card was received, including damage that was not visible in photographs or during the initial inspection.

Hidden weaknesses may become visible during treatment, including:

  • Delamination;
  • Surface lifting;
  • Ink loss;
  • Foil separation;
  • Cracking;
  • Weak corners;
  • Edge separation;
  • Existing water damage; or
  • Damage caused by previous restoration attempts.

We will use reasonable care and professional judgment, but customers acknowledge that restoration involves risk.

Nothing in this policy excludes liability that cannot legally be excluded, including liability arising from our fraud, deliberate misconduct, gross negligence or any rights protected by applicable law.

9. Damage Caused During Service

The customer must declare the reasonable market value of each submitted card before shipping.

When permitted by law, any approved compensation for accidental damage caused directly by our service will be limited to the lower of:

  • The card’s declared value;
  • Its documented fair market value immediately before service; or
  • Any other amount agreed in writing before work begins.

We do not compensate for sentimental value, speculative future value, an expected grade or an undocumented claimed value.

Any refund or compensation decision may require:

  • Clear proof of ownership;
  • Purchase records;
  • Recent comparable sales;
  • Before-service photographs; and
  • Return of the affected card.

10. Shipping and Transit

Customers are responsible for securely packaging and shipping cards to us.

We are not responsible for:

  • Loss or damage before the package is delivered to us;
  • Incorrect or incomplete addresses;
  • Customs delays;
  • Customs charges;
  • Postal delays;
  • Packages left unattended;
  • Carrier handling; or
  • Loss occurring after the package has been transferred to the return carrier.

Customers should use tracked and insured shipping appropriate to the declared value of their cards.

If we purchase return shipping on the customer’s behalf, any carrier claim will be handled according to the carrier’s terms and insurance limits.

Shipping fees are non-refundable once the shipment has been purchased or dispatched.

11. Incorrect Customer Information

Refunds will not be issued for delays, failed delivery or additional costs caused by incorrect information supplied by the customer, including an incorrect:

  • Name;
  • Email address;
  • Phone number;
  • Shipping address;
  • Country;
  • Customs declaration; or
  • Card description.

The customer is responsible for any reshipping or address-correction fees.

12. Slab Removal

Slab cracking or graded-card removal carries additional risk.

We do not guarantee that:

  • The holder will open without fragmenting;
  • The label or holder will remain reusable;
  • The card will retain its previous grade;
  • The card will be accepted for regrading; or
  • Previously hidden damage will not be discovered after removal.

Fees for completed slab-removal services are non-refundable.

13. Service Delays

Turnaround times are estimates only unless we expressly guarantee a completion date in writing.

Delays caused by card condition, additional treatment, customer response time, shipping carriers, customs, equipment issues or events outside our reasonable control do not automatically qualify for a refund.

Any paid priority fee applies to processing priority, not guaranteed delivery or grading completion.

14. Customer Approval and Communication

Where approval is requested, work may be paused until the customer responds.

If the customer does not respond within 14 days, we may continue according to the most recently approved service instructions or prepare the card for return.

Additional storage, return and administration fees may apply after reasonable notice.

15. Unclaimed Cards

Customers must pay all outstanding balances and provide valid return instructions.

If cards remain unclaimed for more than 90 days after repeated attempts to contact the customer, we may charge reasonable storage fees and take any action permitted by applicable law.

We will not dispose of, sell or otherwise deal with unclaimed property unless legally permitted and after reasonable written notice.

16. Refund Requests

Refund requests must be submitted within 7 days after the customer receives the returned card or becomes aware of the issue.

The request must include:

  • Customer name;
  • Order or submission number;
  • A detailed explanation;
  • Clear photographs or video;
  • Photographs of the packaging; and
  • Any relevant carrier documentation.

The customer must not clean, alter, repair, grade, sell or transfer the card while a claim is being reviewed.

Submitting a request does not guarantee approval.

17. Approved Refunds

Approved refunds will be returned to the original payment method where possible.

Processing times depend on the payment provider and financial institution. Original shipping, insurance, customs duties, assessment fees and completed service fees are not refundable unless required by law or expressly approved by us.

18. Chargebacks

Customers must contact us and allow a reasonable opportunity to investigate and resolve a concern before filing a payment dispute.

Fraudulent chargebacks, false statements or attempts to retain both the completed service and the payment may be challenged using submission records, photographs, approvals, shipping records and customer communications.

This section does not prevent a customer from exercising legitimate rights through their payment provider.

19. Consumer Rights

Nothing in this policy excludes, restricts or modifies any warranty, guarantee, remedy or consumer right that cannot legally be excluded.

Where this policy conflicts with applicable law, the applicable law will control.

20. Contact

For cancellation or refund requests, contact:

Business name: Card Care
Email: support@cardcare.com.au
Business address: Office A/37-39 Burwood Rd, Burwood, NSW, 2134