Refund Policy

Overview

At Who's On First, we want you to be happy with your purchase. This policy outlines your rights regarding returns and refunds. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer Guarantee Rights

Under the ACL, you are entitled to a refund or replacement if a product:

• Has a major fault — it is unsafe, significantly different from its description, or would not have been purchased if the fault was known
• Does not match the description or sample shown
• Is not fit for purpose — it does not do what it is reasonably expected to do
• Is the wrong item — you received a different product to what you ordered

For major failures, you choose whether to receive a refund or replacement. For minor faults, we may choose to repair, replace, or refund.

Change of Mind Returns

While not required by law, we offer change-of-mind returns under the following conditions:

• Return requested within 14 days of receiving the item
• Item is unopened and in its original sealed packaging
• Item is in resalable condition (no damage, no missing parts)
• You have your receipt or proof of purchase

Change-of-mind returns will be refunded via store credit or the original payment method, at our discretion. Return shipping costs are the customer's responsibility for change-of-mind returns.

Return Process

1. Contact us — email Bribie@WhosOnFirst.com.au with your order number, the item(s) you wish to return, and the reason for return.
2. Wait for authorisation — we will review your request and respond within 2 business days with return instructions.
3. Pack and send — securely pack the item in its original packaging and send it to the address provided. Include your order number inside the package.
4. Refund processed — once we receive and inspect the returned item, we will process your refund.

Important: Items sent back without prior authorisation will not be accepted.

Timeframes

Non-Refundable Items

The following items cannot be returned for change of mind:

• Opened card products — booster packs, booster boxes, ETBs, or any sealed card product that has been opened
• Personalised items — custom or made-to-order products
• Gift cards — digital or physical gift cards
• Final sale items — products marked as clearance or final sale

Note: These exclusions do not apply to faulty or incorrectly described products. Your ACL rights always apply regardless of the item type.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original product for a refund and place a new order for the replacement item.

Damaged or Faulty Items

If you receive a damaged or faulty item:

1. Contact us within 48 hours of receiving the item at Bribie@WhosOnFirst.com.au
2. Include photos of the damage or fault, along with your order number
3. We will arrange a replacement or full refund (your choice), including any return shipping costs

In-Store Returns

You are welcome to return items in person at our store:

Who's On First
Shop 2, 1 Toorbul Street
Bongaree, Bribie Island QLD 4507

Please bring your receipt or proof of purchase. In-store returns follow the same eligibility criteria as outlined above.

Contact Us

If you have questions about our refund policy, please contact us:

• Email: Bribie@WhosOnFirst.com.au
• Phone: 07 5221 3499
• Address: Shop 2, 1 Toorbul Street, Bongaree, Bribie Island QLD 4507