Refund Policy

Returns

In the case that the return is due to an error by Brokenvase we will pay for return postage. All other returns are at the cost of the customer.

Brokenvase does not offer refunds for change of mind.

Sealed Goods (Factory Sealed Products)

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Unsealed Goods (single cards, playmats, pins etc.)

To be eligible for a return, your item must be unused and in the same condition that you received it. Images of all unsealed goods are kept on record for comparison.

Refund Eligibility

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where no refund or only partial refunds are granted such as any item not in its original condition, damaged or missing parts for reasons not due to our error. We aim to satisfy our customers in any way we can and will apply common sense to resolving issues.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at mervin@brokenvase.com

Sale Items

In cases where sale items are refunded you will receive a refund for your original purchase price as shown on your receipt.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at mervin@brokenvase.com and send your item to: Brokenvase Trades, 30 Chapel Hill Rd, Chapel Hill QLD 4069, Australia.

Shipping

To return your product, you should mail your product to: Brokenvase Trades, 30 Chapel Hill Rd, Chapel Hill QLD 4069, Australia.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Exceptions will be made if the return/exchange is due to an error by Brokenvase.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.