Returns, damaged items and order issues
J&M Vault carefully checks and packs every order before dispatch. If an item arrives damaged, faulty, incorrect or materially different from its listing, please contact us promptly after receiving your delivery so we can help resolve the issue.
What to include when contacting us
Email admin@jandmvault.com.au and include your name, order number, a description of the issue and clear photographs of the item, its packaging and the shipping parcel where relevant.
Damaged or incorrect orders
Once we have reviewed the information provided, we will explain the available next steps. Depending on the circumstances, this may include a replacement, refund, exchange or another appropriate remedy.
Trading cards and sealed products
Single cards must be kept in the same condition in which they were received while a claim is being assessed. Sealed products must remain sealed and untampered with unless the reported issue could only reasonably be discovered after opening.
Change of mind
J&M Vault is not required to provide a refund or exchange for a simple change of mind. Any change-of-mind request may be considered at our discretion only where the item is unopened, unused and in its original resaleable condition. Approved return postage is generally the customer's responsibility.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits any right or remedy that cannot lawfully be excluded.