Returns Policy

1. Overview

At TechLoch, we want you to be delighted with your purchase. Our returns policy is designed in accordance with the Australian Consumer Law (ACL) to ensure your rights are protected and our obligations are met. Below is a summary of our policy, which is both customer-friendly and compliant with Australian law.

2. Change of Mind Returns

We understand that sometimes you might change your mind. While we are not legally required under the ACL to accept returns for change of mind, we may offer a store credit or exchange as a gesture of goodwill if the following conditions are met:

• The item is returned to us within 7 days of purchase.

• The item is unopened, unused, and in its original condition with all original packaging intact.

• You provide proof of purchase (e.g., your receipt or order confirmation).

Please note: Certain products cannot be returned for change-of-mind if opened or used, including:

• Trading Card Game (TCG) products such as booster packs or boxes once the seal is broken (opened packs are not returnable).

• Digital codes or downloadable game cards that have been redeemed or used.

If your item meets the above criteria, we’ll issue you a store credit for the purchase price (excluding any shipping costs). This credit can be used toward any other purchase at TechLoch. We do not offer cash refunds for returns made due to a change of mind.

3. Pre-Order Cancellations

Pre-ordering allows you to reserve upcoming products in advance; however, we understand that circumstances can change. If you decide to cancel a pre-order before it has shipped, we will provide your refund in the form of store credit (not a refund to your original payment method). This store credit can be used on any other items on our website.

• We adopt a store-credit policy for pre-order cancellations because when you place a pre-order, we often secure or order that item specifically for you. The store credit helps cover costs already incurred while still giving you flexibility to choose something else you’ll love from TechLoch.

• If you wish to cancel a pre-order, please contact us as soon as possible (ideally, well before the item’s release or shipping date) so we can assist with the cancellation and credit process.

Important: This policy does not affect your rights under the Australian Consumer Law. If a pre-ordered item fails to arrive within a reasonable time, or if it has a major problem (e.g., it’s faulty or significantly not as described when you receive it), you are still entitled to a full refund or other remedy as appropriate. (In other words, our store-credit policy for pre-order cancellations applies only to change-of-mind situations, not to issues covered by consumer guarantees.)

4. Faulty or Damaged Goods

Consumer guarantees cover your purchase. If an item you bought from us has a problem, we will make it right in line with the ACL. This includes situations where a product:

• Is faulty or defective (e.g., it doesn’t work as intended, has a manufacturing fault, or parts are missing).

• Is damaged (on arrival or soon after, through no fault of your own).

• It is significantly different from its description or advertising.

• Does not do what it’s supposed to do or what you were told it would do.

• It is unsafe to use.

In cases of faulty, damaged, or misdescribed goods, you are entitled to a repair, replacement, or refund at no cost to you:

• If the problem is major (for example, a serious defect or something that would have stopped you from buying the product had you known), you have the right to choose between a refund and a replacement.

• If the problem is minor, we will gladly repair or replace the item for you within a reasonable timeframe.

We will cover any return shipping costs for items that are confirmed to be faulty, damaged, or not as described. There is no strict time limit on when you can claim a faulty product under the ACL – it should be within a “reasonable” period considering the product’s nature and price. We generally consider 90 days from purchase as a guideline for most items to spot any issues. However, if a fault becomes apparent after 90 days, please still reach out to us — you may still be entitled to a remedy under Australian law.

Our goal is to resolve any product issues quickly and fairly. Please get in touch with us (see Return Process below), and we will guide you through the following steps to resolve the issue as soon as possible.

5. Proof of Purchase

For any return or exchange request, we require proof of purchase. This can be your order receipt, invoice, or confirmation email that shows you bought the item from TechLoch and when. Having this information helps us verify your purchase and process your return more efficiently.

Please do not send your purchase back to the product’s manufacturer. All returns should be coordinated through TechLoch (we’ll provide you with the correct return address and instructions during the return process).

6. Return Process

To initiate a return or exchange, please contact us first via email at sales@techloch.com.au. Our friendly team will confirm your eligibility for a return and provide you with instructions on how and where to send your item. We will give you the appropriate return address and any packaging guidelines to ensure the product arrives back safely.

Shipping Costs:

• For change-of-mind returns or pre-order cancellations, you will be responsible for any shipping costs to send the item back to us. We recommend using a trackable shipping service for your protection.

• If you’re returning an item because it is faulty, damaged, or not as described, we will cover the return shipping cost or provide you with a prepaid return label. We want to make the process as hassle-free as possible in such cases.

Important: Do not send any items back without contacting us first. We need to ensure your return is properly documented and authorized in our system to avoid confusion or delays.

7. Refunds

Once your returned item is received and inspected, we will send you an email notification to let you know it has arrived. We’ll also inform you of the approval or rejection of your return (based on the condition of the item and the reason for return):

• If your return is approved, we will process your refund or store credit promptly. Any refund for a returned item will be issued to your original method of payment (e.g., refunded to the same credit card or PayPal account you used), unless we have arranged an alternative solution with you in advance.

• We strive to process refunds quickly. Refunds to your bank or card typically take a few business days to appear on your statement (often around 5–7 business days, depending on your bank or payment provider). We appreciate your patience during this processing period.

If your return is not approved (for example, if the item returned does not meet the conditions for a change-of-mind return), we will contact you to discuss next steps. In some cases, we may have to send the item back to you.

8. Late or Missing Refunds

If you have been approved for a refund but haven’t received the funds after the expected processing time, here’s what to do:

1. Check your bank account or credit card statement again. Sometimes refunds post a few days after the refund is issued.

2. Contact your credit card company or payment provider. It may take some time (several business days) before the refund is officially posted to your account.

3. Contact your bank. There is often a typical processing period (even after we’ve issued the refund) before the funds show up. Banks and credit card issuers can sometimes delay posting by a week or more.

If you’ve done all of the above and still have not received your refund, please contact us at sales@techloch.com.au. Provide us with the details of your order and the refund expected, and we will assist you in tracking it down. Your satisfaction is important to us, and we’ll work with you to make sure you receive any money due.

9. Exchanges

We will replace items if they arrive defective or damaged (essentially an exchange in the case of faulty products). If you need to exchange a defective item for a new one of the same kind, please send an email to sales@techloch.com.auwith your order details and a description of the issue. We’ll confirm the availability of a replacement and guide you through returning the faulty item.

For approved exchanges of faulty items:

• We will provide you with the return instructions and address to send the defective item back. In most cases, we cover the shipping for returning a faulty product (or provide a prepaid label).

• Once we receive the item and verify the defect/damage, we will ship out the replacement item to you as soon as possible at no additional cost.

If the exact item is no longer available (for example, it’s out of stock or was a one-of-a-kind collectible), we will work with you on an alternative solution — such as a similar product, a repair (if feasible), or a refund.

(Please note that we generally do not do exchanges for change-of-mind or ordering the wrong item — in those cases, we handle it as a return for store credit under our Change of Mind policy above.)

10. Gifts

If you received an item as a gift (the purchaser marked it as a gift and had it shipped directly to you), our return policy still applies with a few extra considerations:

• Gift Returns for Store Credit: If you return a gift that meets our return criteria (unopened, in original condition, within 7 days of the original purchase), you will receive a gift credit or store credit for the value of the item. This allows you to pick something else from our store, since we generally do not provide cash refunds to gift recipients.

• We will send the gift credit (for example, in the form of a gift certificate code or store credit on your account) to you once the returned item is received and approved. You won’t have to worry about notifying the original purchaser — the credit will be yours to use.

If the item wasn’t marked as a gift at purchase (meaning the purchaser had it shipped to themselves first, then gave it to you later), the refund or credit will be issued to the original purchaser. In that case, the person who bought the gift will be the one to receive the refund or credit, and you may need to coordinate with them for any exchange or replacement.

11. Contact Us

Questions or concerns? We’re here to help. If you have any questions about our returns policy or need assistance with a return/exchange, please contact us at sales@techloch.com.au. Our customer support team will be happy to guide you through the process and address any concerns.