Game LockerGame Locker

Game Locker Shipping, Returns & Refunds Information

Last updated: 28 August 2026

1. Returns Policies

Items in the Marketplace are sold by Sellers (not Game Locker) to Buyers, on the terms of the Conditions of Sale.

Every Seller is required to have a Seller Returns Policy in place. You can find the relevant Seller Returns Policy on the listing page for the item you wish to purchase, or on the Seller’s profile page. Seller Returns Policies are required to meet certain minimum requirements set by Game Locker and comply with applicable laws, including the Australian Consumer Law.

The template Seller returns policy which a Seller may review, amend, complete and adopt is available here. Each Seller is solely responsible for ensuring its Seller Returns Policy complies with applicable laws.

2. Issues with orders

If a Buyer has an issue with an order, it should review the applicable Seller Returns Policy and contact the Seller to raise the issue via the Marketplace. The Seller Returns Policy may specify a method for raising the issue.

While each Seller will have their own Seller Returns Policy, generally, a Buyer can return and receive a refund for a card, or receive another remedy from the Seller, if:

  • the condition of a card does not match its listing or description in the Marketplace;
  • the wrong card was received;
  • a card is missing from the order; or
  • a card arrived damaged.

A Buyer may also have additional rights under applicable laws, including the Australian Consumer Law (in Schedule 2 of the Competition and Consumer Act 2010 (Cth) or State-based equivalent legislation (ACL)).

Generally, due to the volatile singles market, Sellers do not accept the return of single cards for other reasons, such as a change of mind. An individual Seller may make an exception under their Seller Returns Policy or on request.

3. Escalation

If a Seller fails to comply with their Seller Returns Policy or applicable laws, or there is another problem with a Marketplace order that the Buyer and Seller can’t resolve themselves, the Buyer or Seller can contact Game Locker Customer Service for assistance. The Buyer and Seller should always attempt to resolve the matter between themselves first, and Game Locker may require evidence that reasonable attempts have been made before reviewing a request.

In some limited circumstances, Game Locker might be able to require a Seller to act or provide a remedy. However, Game Locker doesn’t guarantee any particular outcome or that it can resolve all enquiries. Contacting Game Locker is not a substitute for a Buyer or Seller enforcing their own legal rights. Contacting Game Locker is optional, and Buyers and Sellers are entitled to seek their own legal advice or contact the Australian Competition and Consumer Commission (ACCC), or State and Territory consumer protection agencies, for help.

4. Refunds and Cancellation

If an order is cancelled by the Seller (in accordance with the Conditions of Sale) or cancelled by Game Locker (under the Game Locker Marketplace Terms):

  • a full refund will be issued to the Buyer’s original payment method in relation to the cancelled items (and Game Locker will usually process this refund via its third-party payment processors on behalf of the Seller)
  • any commission taken by Game Locker in relation to the cancelled items will be refunded to the Seller
  • the Seller may be charged a refund administration fee if it cancels the order, or if Game Locker cancels or ceases processing the order due to the Seller’s breach of the Game Locker Marketplace Terms.

The refund administration fee is currently 1.7% + $A0.30.

5. Delivery

Sellers can only ship orders to locations currently supported by Game Locker. At present, those locations are as follows:

  • Australia

Sellers must generally ship items within 3 business days of the order (unless declining the order in accordance with the Conditions of Sale and Game Locker Marketplace Terms).

6. Click-and-collect orders

For click-and-collect orders, Sellers must generally:

  • prepare orders for collection within 2 days of the order date, unless cancelling the order in accordance with the Conditions of Sale and Game Locker Marketplace Terms
  • tell the Buyer, via the Marketplace, how long they have to collect the order, which must be at least 7 calendar days from the date the Buyer is notified that the order is ready for collection within the Marketplace.

7. In-store pickup

You may have the option of collecting an order in-store from a Seller if you purchase via the Mobile App and the option as available. You collect the order in-store and pay the Seller directly in-store (not via the Marketplace or Game Locker).