Although TrainerHub specialises in Pokemon we are striving to provide our customers with other TCG series they have grown to love. Watch this space as we expand our offerings in the future.
PRE-ORDER AND SPECIAL ORDER POLICY
In the world of collectables, it is essential that we offer the ability to pre-order items before they’re available for sale on the store shelves. A pre-order is an order placed for an item which has either not yet been released, is out of stock, or sourced specifically for you, the customer, at your request. It is the customer’s responsibility to read and understand this information before proceeding with placing an order or pre-order.
ORDER CANCELLATION POLICY (Prior to delivery)
REFUND AND RETURN TERMS AND CONDITIONS
We offer you the option to return your product and obtain a replacement/refund, provided you meet our return conditions and the statutory rights guidelines as set by the Australian Competition & Consumer Commission (ACCC).
If you have met all requirements and conditions our customer service team will process your refund and notify you via once this has been processed. PayPal now offers refunds on return shipping fees, see below for more details.
PayPal Refunded Returns
Any refunds will be processed via the original form of payment:
Refund Process Time.
Returns generally take 2-7 business days to reach our warehouse. Once received, your return request will be processed within 3-7 business days. For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.
If your item is faulty.
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our customer service team within 30 days. They will guide you through the returns process and help resolve the problem as quickly as possible. If the item was a special order item, a delay may be incured for us to source a replacement, of if a replacement is not available, a refund will be given. We also request that you take a photo showing the defect/fault to speed up the process and ensure you receive the correct replacement part.
If you received an item you didn't order.
If you have received an item different to the one you ordered, please contact our customer service team who will work with you to resolve the problem as quickly as possible. Failure to do so may result in your original order not being fullfilled. It is a crime to keep items which have been mistakenly sent to you (not owned by you).
Afterpay Cancellations, Exchanges or Refunds
Due to the associated fees, there will be a 8% fee for cancellations, exchanges, or change of mind returns for orders paid with Afterpay.
We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
What we collect
We may collect the following information:
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.