Every order paid on CartCat is covered. You pay CartCat, not the seller, and we hold the seller's money until your copy has had a chance to arrive. If it doesn't arrive, or isn't what the listing said, you get your money back.
What's covered
- It didn't arrive. The seller didn't post it, or the parcel was lost.
- It isn't as described. A different release from the one listed (another region, edition or platform), a reproduction sold as an original, missing parts the listing said were there, or damage the listing didn't mention.
- It doesn't work, when the listing said it did.
What isn't covered
- A copy that matches its listing and photos, but that you've changed your mind about. The seller may still agree to take it back.
- Wear the listing described: if it said "Fair, label torn", a torn label is as described.
- Anything you paid for outside CartCat. If a seller asks you to pay them directly, say no and tell us.
- Listings on eBay that CartCat shows next to ours. Those are covered by eBay's own Money Back Guarantee, not this page.
If it hasn't been posted
Sellers have 4 days after you pay to post your order and add tracking. You can cancel it yourself within one hour of paying, while it hasn't been posted; after that, ask the seller.
If the seller still hasn't posted it 7 days after that deadline, the order is cancelled and you're refunded in full automatically. You don't need to do anything.
If something's wrong
- Open the order from Orders and choose Report a problem. Say what's wrong in a sentence or two; photos help, so message them to the seller too.
- The seller's payment is put on hold the moment you report, and stays held until we've looked at it.
- We'll read the order, the listing, the tracking and your messages, and may ask you or the seller for more. Most reports are settled within [REPORT RESPONSE DAYS] business days.
- If the copy isn't as described, we'll ask you to send it back to the seller, with tracking, and refund you in full when it's on its way. The seller pays the return postage. If the item never arrived, we refund you without a return.
Please report as soon as you can. The seller's payment is held for 72 hours after the carrier reports delivery; a report before then stops it being paid out at all. You can still report after that, and we'll still look at it.
If everything's fine, choose It arrived as described on the order: that releases the seller's payment straight away.
Your refund
Refunds go back to the card or wallet you paid with, for the item and the postage. Your bank decides how long it takes to appear, usually 5 to 10 business days.
A refund never depends on whether we can get the money back from the seller. That's between us and them.
Disputes with your bank
Please report the problem to us first; it's usually quicker. If you've already opened a dispute with your bank, we'll hold or recover the seller's payment until it's decided, and won't refund you twice for the same order.
Your rights under the law
This protection is on top of your rights under the Australian Consumer Law, not instead of them. See Terms §12 for the details, and How buying works for the whole journey.
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