Refunds, Returns & Pre-Order Policy
1. Returns & Refunds Policy
Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within
14 days of delivery so we can organise a repair, replacement, or refund in line with Australian Consumer Law.
How to start a return:
Email: admin@totaltabletop.com
Phone: (02) 7228 4856
Please include your name, order number, and a brief description (and photo if possible) of the issue.
Where to return items:
Total Tabletop
244 Macquarie Street
Dubbo NSW 2830
Condition of Returned Items
Returned items should include all parts, manuals, and original packaging wherever possible.
This helps us assess the item and process your claim quickly.
Who Pays Return Shipping?
If the item is faulty, damaged, or incorrect:
Total Tabletop covers reasonable return shipping costs, or will provide a return label or alternative arrangement.
If the item is being returned for any reason other than a consumer guarantee claim:
The customer is responsible for return shipping.
Refund Processing Time
Refunds are processed within 3–5 business days after we receive and assess the returned item.
Refunds are issued to the original payment method wherever possible.
Change-of-Mind Returns
We do not offer refunds, exchanges, or store credit for change-of-mind purchases,
as permitted under Australian Consumer Law. We will always honour your rights if a product is faulty
or does not meet consumer guarantees.
Items That Cannot Be Returned (Unless Faulty)
Unless required under Australian Consumer Law, the following items cannot be returned:
- Opened or unsealed Trading Card Game (TCG) products
- Digital items or codes
- Event tickets or bookings
- Custom or special-order items
- Used miniatures, accessories, or models
Your Rights Under Australian Consumer Law
You are entitled to a refund or replacement if a product has a major failure, and to have
goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
For more information about your rights, please visit the ACCC website:
https://www.accc.gov.au/
2. Pre-Order Policy
Pre-Order ETAs
Where possible, each pre-order product includes an Estimated Time of Arrival (ETA) or release date in the product description.
These dates are provided as a guide only and may change due to publisher delays, supplier shortages, shipping issues,
or other factors outside our control.
When major delays occur (for example, more than 2 months), we will update the product listing and endeavour
to notify affected customers.
When Will I Receive My Pre-Order?
Pre-order items are shipped or made available for collection once stock has arrived in-store and the product is
officially released. If a publisher sets a strict release date, we will not dispatch or release the product before that date.
If your order contains both in-stock and pre-order items, your order may be held and shipped together, unless separate orders
are placed or otherwise arranged with us.
3. Cancelling a Pre-Order
If you wish to cancel a pre-order, please contact us as soon as possible with your order number.
Within 24 Hours of Purchase
You may request to cancel a pre-order within 24 hours of purchase. In this case,
20% of the sale price is non-refundable to cover processing and supplier commitments.
The remaining 80% will be refunded to your original payment method.
After 24 Hours
After the initial 24-hour period, pre-orders are generally non-refundable except where required by
Australian Consumer Law (for example, if the product has a major failure or cannot be supplied).
Within 5 Business Days of Release (TCG Products)
Due to our order processing, packing, and dispatch procedures, we are unable to cancel or amend orders for,
or containing, pre-order TCG products if the request is made within 5 business days of the product’s release date.
Exceptional Circumstances
We understand that unexpected situations can occur. In exceptional circumstances, we may review cancellation
requests on a case-by-case basis, while still complying with Australian Consumer Law and our supplier obligations.
4. Need Help?
If you have any questions about refunds, returns, or pre-orders, please contact us:
Email: admin@totaltabletop.com
Phone: (02) 7228 4856
Address: 244 Macquarie Street, Dubbo NSW 2830