Refund policy

DJK & Associates Pty Ltd (ABN as held by DJK & Associates Pty Ltd) (“DJK”, “we”, “us”, “our”) provides PSA submission-facilitation services, including consolidation and lodgement of collectibles with Professional Sports Authenticator (PSA), and sells physical collectible products (including raw and graded trading cards, sealed trading card game (TCG) products, memorabilia, and related merchandise).

This Return and Refund Policy forms part of our PSA Submission Facilitation Terms and Conditions, Shipping Policy, and General Terms of Sale. It sets out the circumstances under which returns or refunds may be available for our services or physical products. By using our services or purchasing physical products from us (via any channel), you (“you”, “your”) agree to this Policy in full.

We comply with the Australian Consumer Law (ACL) in Schedule 2 of the Competition and Consumer Act 2010 (Cth) and do not exclude your non-excludable consumer guarantees or rights. For major failures with services you may cancel and receive a refund for the unused portion or compensation for reduced value. For goods, if there is a major failure you may reject the goods and choose a refund or replacement (or claim compensation for reduction in value). Nothing in this Policy excludes those rights.

However, this Policy imposes strict procedural requirements, short time limits, mandatory use of our automated system for physical product returns, evidentiary standards, and condition requirements. These are reasonable and necessary for the efficient handling of claims involving time-sensitive services and high-value, speculative collectibles. Failure to comply exactly with these requirements may limit or result in waiver of remedies to the maximum extent permitted by law.

Address and Contact DJK & Associates Pty Ltd PO Box 187 Werribee VIC 3030 Australia Email: Submissions@gradingroom.com.au Phone: (03) 8763 1815

1. General Principles

1.1 Nature of Our Offerings and Products. Our PSA facilitation services are customised and time-sensitive; once items are lodged with PSA the process is irreversible. Physical products we sell are collectible items whose value is inherently speculative and subject to market volatility, supply fluctuations, printing variations, grading subjectivity, and factors outside our control. By purchasing physical products you acknowledge these characteristics and accept that purchases are made at your own risk in respect of future value, liquidity, investment performance, or personal satisfaction.

1.2 ACL Compliance and Procedural Conditions. Nothing in this Policy excludes, restricts, or modifies your non-excludable rights under the ACL or other applicable laws. Where the ACL requires a remedy we will provide it. You agree, however, that strict compliance with the processes, timeframes, notification methods (including mandatory use of our automated returns system for all physical product returns), and evidentiary requirements in this Policy is a reasonable precondition to us assessing and providing any remedy. Non-compliance may result in your claim being declined to the maximum extent permitted by law.

1.3 Proof of Purchase and Evidence. Every refund or return request requires valid proof of purchase (invoice, order confirmation, or submission receipt) together with clear supporting evidence (e.g., timestamped photographs or videos for any damage or defect claim). Requests lacking adequate proof or evidence will be rejected.

1.4 Customer Acknowledgements – Physical Products. Without limiting your ACL rights, you specifically acknowledge and agree that:

(a) Collectible and TCG products are speculative. Market prices and demand fluctuate materially. We make no representations or warranties regarding future value, resaleability, or investment returns.

(b) You are solely responsible for your own due diligence before purchase, including carefully reviewing all descriptions, photographs, and condition information and asking questions. Minor variations common to the category (e.g., print lines on modern cards, centering within normal industry/PSA tolerances, factory sealing variations, minor transit creases or dents on sealed product) do not constitute defects or non-conformity.

(c) Risk of loss, damage, or theft in respect of physical products passes to you upon our dispatch to the carrier. Title passes on full payment and dispatch. Insurance for high-value shipments is your responsibility if desired.

(d) Graded collectibles are sold strictly on the basis of the independent third-party certification (e.g. PSA). The grade, sub-grades, and qualifiers are opinions only. We do not warrant accuracy, consistency, or future re-grading outcomes. Dissatisfaction with grade or perceived value does not give rise to any remedy against us.

(e) Pre-order items are forward commitments subject to manufacturer allocations, release dates, print runs, and configurations, all of which may change. Such changes, delays, or partial fulfilment do not constitute a major failure or entitle you to cancellation or refund.

2. Refunds for PSA Submission Services

2.1 Cancellation Before Lodgement. You may cancel a submission and request a refund only before we lodge items with PSA. Any facilitation fees, work performed, or costs incurred (including shipping and handling) are non-refundable. Eligible refunds will be processed within 14 business days to your original payment method.

2.2 After Lodgement. No refunds are available after items are lodged with PSA. Services are deemed commenced and irreversible. This includes all PSA fees, which are passed through in accordance with PSA’s terms.

2.3 Faulty or Non-Conforming Services. If our facilitation services (excluding PSA grading) are faulty due to our negligence, we will, subject to the ACL: (a) re-supply the services at no extra cost; or (b) refund the facilitation fees paid, less any non-refundable third-party costs. Claims must be notified in writing within 10 business days of becoming aware, with evidence. We are not liable for PSA-related issues (including grading outcomes, turnaround, or decisions). Grading is an independent, opinion-based third-party service; any issues must be pursued directly with PSA under its policies. Dissatisfaction with assigned grades does not constitute a failure of our services.

2.4 Delays or Force Majeure. No refunds for delays caused by PSA, carriers, or events beyond our reasonable control (including pandemics, strikes, or supply disruptions). We will notify you and mitigate where reasonably possible.

3. Returns and Refunds for Physical Products

3.1 Pre-Order Items. No returns, refunds, cancellations, exchanges, or chargebacks are permitted on pre-order items under any circumstances, except where you prove a major failure under the ACL with timely, documented evidence strictly in accordance with this Policy. Pre-order purchases are final and binding. Release delays, allocation shortfalls, manufacturer variations, or change of mind do not qualify for any remedy. If we cannot fulfil a pre-order due to circumstances beyond our reasonable control, we may (at our sole discretion) offer a full refund, store credit, or equivalent substitute; no other compensation or consequential damages will be payable.

3.2 Mandatory Automated Returns System. All return or refund requests for physical products must be initiated exclusively through our designated automated online returns management system (the “Automated System”), accessible via your customer account or designated portal. We do not accept, process, or action return requests made by email, telephone, post, social media, or any other method.

To return an item you must:

• Log into the Automated System;
• Select the relevant order and item(s);
• Provide all required information and (for damage/defect claims) clear timestamped photographs or videos;
• Submit to obtain a valid Return Merchandise Authorisation (RMA) number and return instructions.

Only items accompanied by a valid RMA issued through the Automated System will be accepted for inspection. Any item returned without a valid RMA will be refused, not inspected, and either returned to you at your sole cost and risk or held for 30 days then disposed of or donated (with notice). Strict compliance with the Automated System is a fundamental requirement of this Policy.

3.3 Change of Mind Returns (Non-Fault). We may, at our reasonable discretion, accept change-of-mind returns on eligible in-stock physical products subject to the following strict conditions (in addition to mandatory use of the Automated System):

(a) The request must be submitted via the Automated System within seven (7) calendar days of the delivery date;

(b) Items must be returned in original, brand-new, unused, unopened condition with all factory packaging, seals, shrink-wrap, tags, inserts, and protective materials intact and undamaged. Graded items must be in the original unbroken slab/case with certification label fully legible and untampered. No signs of use, handling wear, stickers, writing, or attempted re-sealing are permitted;

(c) All original accessories, paperwork, and proof of purchase must be included;

(d) You are solely responsible for arranging and paying for return shipping (tracked and insured with signature recommended) and you bear all risk of loss or damage until we physically receive and sign for the item(s);

(e) Upon receipt we will inspect the item(s). Our determination of condition and eligibility is final and binding (subject only to the ACL where applicable). If approved, we will refund the item purchase price less the Restocking Fee (clause 3.6) and less any original outbound shipping costs we paid (where applicable). Your return shipping costs are not refunded. Refunds are issued to the original payment method within 14 business days of inspection clearance. GST is adjusted per the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

If the item fails inspection or does not meet the above conditions we may reject the return. You must then arrange (and pay for) collection within 14 days or we may charge reasonable storage fees and/or dispose of the item. We are not liable for damage occurring during return transit.

Change-of-mind returns are a privilege, not a right. We reserve the right to refuse them from customers with excessive return histories, suspected fraud, or policy violations (without affecting genuine ACL faulty-goods claims).

3.4 Faulty, Damaged or Non-Conforming Goods – ACL Remedies. If goods fail to meet a consumer guarantee under the ACL and the failure is a major failure, you may be entitled to reject the goods and choose a refund or replacement, or claim compensation for reduction in value.

You must: (a) Submit the claim via the Automated System (or email if the system is temporarily unavailable) as soon as practicable and in any event:

• Visible defects, packaging damage, or issues apparent on delivery: within 48 hours of delivery, with timestamped photos/videos taken immediately on receipt;
• Latent defects: within 7 business days of discovery, with evidence of when and how discovered; (b) Provide a detailed description, multiple clear photographs/videos from different angles/lighting, order number, and supporting evidence; (c) Keep the goods in the condition received (do not repair, clean beyond light dusting, authenticate, re-sleeve, or handle in a way that could be argued to have caused or worsened the issue) and make them available for our inspection or collection/return as directed; (d) Allow us a reasonable opportunity to inspect.

We will assess in good faith against the ACL major/minor failure tests and notify you in writing.

• Minor failure: We may (at our option) repair, replace with equivalent goods, refund (or part thereof), or compensate for reduction in value.
• Major failure: We will provide the ACL-mandated remedy (typically allowing rejection and choice of refund or replacement where available). We reserve the right to elect the form of remedy where the ACL permits and to supply an equivalent or better replacement where the original is unavailable.

We are not liable for defects, damage, or deterioration arising after delivery (including from your storage, humidity, temperature, handling, sunlight, or third-party authentication/grading). Minor cosmetic variations, manufacturing tolerances, or issues visible or reasonably inferable from pre-purchase images/descriptions do not constitute failures. Claims that are late, lack required evidence, or where you have not preserved the goods or followed process may be rejected; you will be deemed to have accepted the goods as delivered to the maximum extent permitted by law.

3.5 Special Provisions for Graded Collectibles and Sealed Products.

(a) Graded Items: Sold strictly “as certified”. PSA (or other) grades and qualifiers are independent opinions. We do not warrant accuracy, consistency, or future re-grading outcomes. No return, refund, or compensation for dissatisfaction with grade, eye appeal, centering, or any grading-related matter. Any grading dispute must be pursued directly with the grading service. Cracking slabs, re-submitting, or altering graded items voids any claim against us.

(b) Sealed Products: Sold in the packaging and condition received from the manufacturer/distributor. We do not open, weigh, or verify contents. Random collation and pull rates are inherent and not guaranteed. Claims for “light/heavy” boxes, mapping, or collation will not be accepted. Returns for suspected tampering require clear, timestamped photographic evidence of disturbed manufacturer tamper-evident seals or security features taken on delivery day. Minor transit dents, creases, or seal wrinkles common in the industry do not constitute a major failure.

3.6 Restocking Fees and Deductions. Approved change-of-mind or non-fault returns under clause 3.3 are subject to a non-refundable restocking and handling fee of twenty percent (20%) of the refunded item value (minimum AUD$25.00 per item or AUD$50.00 per order, whichever is greater). This fee is a genuine pre-estimate of the costs we incur (RMA processing, inspection, repackaging to resale standard, inventory updates, labour, and opportunity cost of returned stock). No restocking fee applies to returns under clause 3.4 where we accept a major failure attributable to the goods as supplied. Original outbound shipping charges are generally non-refundable on returns except where the ACL requires otherwise for major failures caused by us. Refunds may be offset against any amounts you owe us.

4. Fees and Adjustments

Refunds (where approved) are issued to your original payment method within 14 business days of approval and inspection clearance. If the original method is unavailable we may issue via bank transfer or credit note at our discretion. GST is adjusted in accordance with applicable tax law. We may deduct any outstanding fees, costs, or amounts you owe us from any refund.

5. Indemnity

You indemnify and hold harmless DJK, its directors, employees, agents, and affiliates against all losses, claims, damages, liabilities, costs, and expenses (including reasonable legal fees on a solicitor-client basis) arising from or in connection with:

(a) Your breach of this Policy or related terms; (b) False, misleading, exaggerated, or unsupported return, refund, or damage claims (including claims later withdrawn or disproven on inspection); (c) Failure to follow required processes, time limits, or evidentiary requirements, causing us unnecessary cost or burden; (d) Chargebacks or payment reversals on final sales or pre-order items where no ACL major failure exists; (e) Third-party claims related to items you returned or attempted to return in breach of this Policy; (f) Your negligence, misuse, improper storage/handling, or tampering.

This indemnity survives termination of our relationship and any transaction. It does not apply to the extent losses are caused by our proven negligence or wilful misconduct.

6. Limitation of Liability

Subject to the ACL and any liability that cannot be excluded or limited (including for fraud, wilful misconduct, or personal injury caused by negligence), our total aggregate liability for any claim arising out of or in connection with our services, physical products, this Policy, or related transactions is capped at the amount actually paid by you to us for the specific service or product(s) giving rise to the claim.

To the maximum extent permitted by law we exclude liability for indirect, incidental, special, consequential, or punitive damages (including loss of profits, loss of opportunity, diminution in value of collectibles after sale or grading, costs of alternative purchases, or reputational harm), and for losses arising from market volatility, grading variances, manufacturer changes, or factors outside our reasonable control. These limitations apply even if we have been advised of the possibility of such losses.

7. Dispute Resolution

7.1 Notification. Any dispute or claim arising out of or relating to this Policy, returns, refunds, or our performance must be notified to us in writing (via the Automated System where applicable for products, or email) within fourteen (14) business days of the date you became aware (or reasonably should have become aware) of the issue, or within the shorter timeframes specified elsewhere in this Policy. Late notifications may be rejected. We will acknowledge within five (5) business days.

7.2 Good Faith Negotiation. We will attempt to resolve the dispute in good faith within fourteen (14) business days of acknowledgment.

7.3 Mediation. If unresolved, either party may refer the matter to mediation by the Law Institute of Victoria (or a mutually agreed mediator) in Melbourne, Victoria. Mediation costs are shared equally unless otherwise agreed or ordered. Mediation must commence within twenty-one (21) days of referral.

7.4 Litigation. If mediation does not resolve the dispute within a further thirty (30) days (or longer period agreed), either party may commence proceedings in the courts of Victoria. You submit to the non-exclusive jurisdiction of those courts.

7.5 Urgent Relief and Continued Obligations. Nothing prevents seeking urgent interlocutory or injunctive relief. You must continue performing undisputed obligations during the dispute process.

8. Amendments and Governing Law

We may amend this Policy at any time by posting the updated version or providing notice. Amendments apply to future purchases, submissions, and interactions from the stated effective date. Continued use or new orders constitutes acceptance of the current version.

This Policy is governed by the laws of Victoria and the Commonwealth of Australia. The parties submit to the non-exclusive jurisdiction of Victorian courts.

9. Miscellaneous

9.1 Severability. Invalid or unenforceable provisions will be severed to the minimum extent necessary; the remainder continues in full force.

9.2 Entire Agreement. This Policy, together with our Terms of Sale, Shipping Policy, PSA Facilitation Terms, and order confirmations, constitutes the entire agreement on returns and refunds and supersedes all prior discussions and policies on the subject.

9.3 Waiver. Waivers must be in writing and signed by the waiving party. Any waiver is limited to the specific breach and does not constitute a continuing or general waiver.

9.4 Force Majeure. We are not liable for failure or delay due to circumstances beyond our reasonable control (including acts of God, pandemics, government actions, strikes, supply chain issues, carrier failures, or PSA delays). We will notify you promptly and mitigate reasonably.

9.5 Privacy. Personal information collected in connection with returns or claims is handled under the Privacy Act 1988 (Cth) and our Privacy Policy. We may share necessary information with carriers, payment processors, PSA, or legal advisers.

9.6 Survival. Clauses 5, 6, 7, and 9 survive termination of our relationship or any transaction.

Risk and Responsibility Summary

This summary is for convenience only and does not replace the full clauses above. In case of inconsistency the numbered clauses prevail.

You (Customer) responsibilities:

• Read and understand this Policy before purchasing or submitting.
• For physical products: Inspect immediately on delivery (timestamped photos/videos recommended); initiate allreturns only via the Automated System within strict deadlines (7 calendar days for change of mind; 48 hours visible issues; 7 business days latent); pay return shipping and applicable restocking fee; ensure returned items meet strict original/sealed/intact condition requirements; preserve goods for inspection; provide complete honest evidence; accept pre-order items as final and non-refundable (except proven ACL major failure); understand speculative/grading-subjective/variance-prone nature of collectibles and conduct your own due diligence; indemnify us for false or non-compliant claims.
• For services: Provide timely proof and notice within 10 business days for fault claims; accept post-lodgement services as irreversible and non-refundable; direct grading complaints to PSA.
• Comply exactly with all processes and time limits; non-compliance may waive claims.

DJK & Associates responsibilities:

• Process eligible refunds and returns in accordance with this Policy and the ACL.
• For physical products: Operate the Automated System; inspect returns fairly; apply restocking fees only where permitted; provide ACL-mandated remedies for proven major failures; communicate decisions in writing.
• For services: Honour eligible pre-lodgement cancellations; limit post-lodgement refunds per clause 2; not responsible for PSA grading opinions or outcomes.
• Maintain limited liability as capped; act in good faith on genuine claims while protecting the business from abuse and unsubstantiated demands.

Third parties (PSA, carriers, manufacturers): We are not responsible for their acts, omissions, policies, delays, or decisions. Grading issues → PSA directly. Transit damage → carrier (if insured) or us only if within our custody and proven negligence. Manufacturing defects in sealed product are limited.

By using our services or purchasing from us you confirm you have read, understood, and agree to be bound by this Return and Refund Policy in its entirety.