RETURN & REFUND POLICY

At CardNova, we want you to be confident when shopping with us. Please review our return and refund policy below before placing your order.

01. Returns for Eligible Products

We accept change-of-mind returns on eligible standard products within 14 days of delivery.

To be eligible for a return, the item must:

  • Be unused and in the same condition in which it was received
  • Include all original packaging, accessories, and components
  • Be in a condition suitable for resale
  • Include proof of purchase or your CardNova order number

To request a return, please contact us at hello@cardnova.co.nz before sending the item back. Returns sent without contacting us first may not be accepted.

02. Change-of-Mind Returns

For approved change-of-mind returns:

  • The customer is responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • No restocking fee is charged unless otherwise clearly stated before purchase.

We strongly recommend using a tracked shipping service when returning an item.

03. Custom & Personalised Products

Production Finality

Custom-made, personalised, made-to-order, or specially commissioned products cannot normally be returned or cancelled for change of mind once production has started.

This includes customised Extended Art products and other products created specifically to a customer’s requested design or specification.

This does not affect your rights if an item is faulty, damaged, materially different from what was ordered, or otherwise covered by applicable consumer law.

04. Trading Cards & Sealed Collectibles

Opened trading card products, opened sealed collectibles, and products where the original factory seal has been removed cannot be returned for change of mind.

Eligible unopened products may be returned in accordance with the general return conditions above.

05. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incorrect, or significantly different from its description, please contact us at hello@cardnova.co.nz with:

  • Your order number
  • A description of the issue
  • Clear photos or video showing the problem and packaging where applicable
48-Hour Notification Request:

Where possible, please contact us within 48 hours of delivery for shipping damage so we can investigate quickly. The 48-hour notification request does not limit any rights you may have under applicable consumer law.

Where required, CardNova will provide an appropriate remedy, which may include repair, replacement, or refund. Where CardNova is responsible for a faulty, damaged, or incorrect item, we will also cover reasonable return shipping costs where a return is required.

06. Refunds

Once we receive and inspect an approved return, we will notify you of the outcome. If the refund is approved, it will be issued to your original payment method.

Please allow approximately 5–10 business days after the refund has been processed for it to appear, depending on your bank or payment provider.

Original shipping charges are not refundable for change-of-mind returns.

07. Pre-Orders

Pre-order products may have different cancellation conditions depending on whether fulfilment or production has already begun. Any applicable pre-order cancellation conditions will be clearly disclosed before purchase.

Your statutory consumer rights regarding faulty, damaged, incorrectly supplied, or misdescribed goods are not affected.

08. Consumer Rights

Nothing in this policy is intended to exclude or limit any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer protection laws.

09. Contact Us

For returns, refunds, or order issues, please contact: