Here at Popcultcha, we take pride in ensuring that your goods have been carefully picked are packed with care to ensure that your item is not only of the highest possible quality, but that it arrives safely at your nominated delivery address. We recognise the importance of buying mint condition collectables and do the best we possibly can to ensure they remain that way from door to door.
However, sometimes items do become damaged in transit or there is some form of manufacturing defect thereby making the goods unfit for their intended purpose. If this is the case with your item please contact Popcultcha immediately via email to firstname.lastname@example.org or via telephone on 1300 586 291 (Australian Customers) or +61 3 5240 7991 (International Customers) between 9am - 5:30pm Monday - Friday (AEST/AEDT).
Customers who have purchased from Popcultcha should note that all returns/exchange enquiries must be received by Popcultcha within 30 days of you receiving your goods at your nominated delivery address. A Popcultcha Customer Support representative will be in contact with you within 1 - 2 business days after receiving your enquiry.
Upon receiving notification of damage or a manufacturing defect, we may request photographic evidence of the parcel and/or the the particular product that has the issue. We will review this photo and contact you at our earliest convenience to discuss your options in relation to the product issue.
For issues with Pop Vinyl products, please see the Funko Pop! Vinyl Damages Policy
Popcultcha will only issue refunds, exchange products and/or issue store credit if the defective item is returned to us in exactly the same condition it was received by the customer.
Popcultcha will cover the shipping cost of defective item from the customer's nominated delivery address to our HQ in Geelong, Victoria. This can be done several ways ie. Popcultcha emailing a returns shipping label to the customer to use at their local Australia Post Office, or by refunding the postage upon the defective item being received by us at HQ. However, it must be noted that Popcultcha reserves the right not to reimburse postage costs unless it expressly approves of the item being returned to us at HQ - therefore, it is very important that if you have got a defective or damaged item, you must contact us within 30 days of receiving that item.
Change of Mind
Popcultcha does not offer refunds for change of mind. In the event you would like to return your item for another product or store credit, the customer is liable for any and all shipping costs associated. The item must be returned to Popcultcha in exactly the same condition it was received by the customer.
You must contact Popcultcha to discuss any exchange within 30 days of receiving your item. Popcultcha reserves the right to refuse any return of a product due to change of mind.
All refunds are at the discretion of Popcultcha. Unless your item is deemed defective or is different from what was advertised you will not be entitled to a refund.
In the event of a refund, you will receive your money in the same manner and currency in which you paid ie. Credit Card, PayPal, Bank Transfer.
- Credit Card
Refunds to credit card will be made to the exact card that was used to purchase the item. The refund will be made in Australian Dollars (AUD) at the current exchange rate. Popcultcha is not liable for any variation in amount refunded due to exchange rates.
It can take up to 30 days for the refund to show up on the card statement.
In the event of your card expiring or being cancelled, the refund will need to be made through Bank Transfer or Paypal. Popcultcha can not refund money onto a different credit card.
How a refund is credited depends on how the original payment was made:
If you paid with your bank account (eCheck or Instant Transfer) or PayPal balance, the money will go back to your PayPal balance.
If you paid by credit card, the money will go back to your card. It can take up to 30 days for the refund to show up on the card statement.
Refunds are issued in Australian Dollars (AUD) at Paypal’s current currency exchange rate. Popcultcha is not liable for any variation in amount refunded due to exchange rates.
- Bank Transfer
If you have paid by Bank Transfer Popcultcha will refund the money via Bank Transfer to your Bank Account. In order to do this you must first provide Popcultcha with your Account Name, BSB & Account Number.
Transfers from financial institutions are not instant, and it may take up to 3 - 5 working days from the time the transfer was made to receive your refund.
If we are down to our last unit of an item, it may or may not have been opened and displayed behind glass in our Geelong Supastore. We will let you know if this is the case and will ascertain if the piece is in factory mint condition. If it is, we will return it’s original factory shipper and send it out to you.
However, if we discover any defect or damage, we will contact you first before sending it out via phone or email and let you know the exact condition of the goods. We may also follow up with a photo. It is then at Popcultcha’s discretion to offer you, the customer, a discounted deal on the piece to compensate for any wear and tear. This is negotiated only when this rare occurrence arises and is treated on a case-by-case basis.
As the terms and conditions of sale for a lucky last item include the customer agreeing to the current condition of the product they will not be issued a refund or exchange barring any damage to the product received that had not been communicated by Popcultcha.