Return & Refund Policy
We want you to be confident when buying collectible playing cards from TurretDecks by Sterling Thames Media. This policy explains how returns, refunds, exchanges, and damaged shipments work, together with your rights under New Zealand consumer law where they apply.
1. Consumer guarantees (New Zealand)
If you are a consumer under the Consumer Guarantees Act 1993 (CGA), our goods must be of acceptable quality, match their description, and be fit for any disclosed purpose. Remedies under the CGA are in addition to this policy and cannot be contracted away. If a product fails to meet a guarantee, you may be entitled to a repair, replacement, or refund as provided by law.
2. Change of mind
Because many items are limited editions or vintage collectibles, we generally do not accept returns for change of mind once an order has shipped. If you wish to cancel before dispatch, contact us immediately at support@turretdecks.co.nz; we will confirm whether cancellation is still possible. Pre-orders may be subject to separate cancellation rules stated at checkout.
3. Sealed vs open / vintage items
- Factory-sealed products: To be eligible for a return under this policy (where offered), the item must remain unopened, with factory seals intact and no tampering.
- Open, graded, or “as described” vintage items: Condition is disclosed at purchase. Returns are limited to cases covered in Sections 1, 4, or 5 below.
4. Wrong item, not as described, or defective
If we sent the wrong product, the item materially differs from its listing (including condition grade), or it arrives defective through no fault of the carrier, contact us within 14 days of delivery with your order number and clear photos. We will arrange a return label where appropriate, and offer a replacement (if available), store credit, or full refund including reasonable return shipping.
5. Damage in transit
We pack orders with protective materials designed for collectibles. If your package arrives visibly damaged, note it with the carrier where possible and photograph the outer box and contents before opening fully. Notify us within 48 hours of delivery with photos. We will work with you and the carrier to resolve the claim, which may include refund or replacement depending on stock and investigation outcome.
6. How to start a return
- Email support@turretdecks.co.nz with subject line “Return — [Order number]”.
- Include a brief description of the issue and attach photos if relevant.
- Wait for our written authorisation and return instructions. Do not return items until we confirm the address and method; unauthorised returns may be refused.
- Pack the item in its original inner packaging (carat, sleeve, box) inside a rigid outer carton. We are not responsible for damage caused by inadequate return packing.
7. Refunds
Approved refunds are processed to the original payment method within a reasonable period, typically 5–10 business days after we receive and inspect the returned item. Shipping charges are non-refundable except where we erred or the item is covered under consumer guarantees or Sections 4–5.
8. Exclusions
We may refuse returns where: the item was sold as final sale; seals were broken on sealed stock (except as required by law); damage resulted from misuse, alteration, or improper storage after delivery; or the return window has passed without valid exception.
9. International orders
Customers outside New Zealand are responsible for return shipping costs unless the return is due to our error or a breach of consumer guarantees that applies to your purchase. Import duties and taxes on returns are your responsibility unless we agree otherwise in writing.
10. Contact
Questions about this policy: support@turretdecks.co.nz or Contacts.