Refund policy

Returns & Refunds Policy

We hope you love your Paradigm Zone products. If something isn’t right, we’ve made our after-sales and returns process clear and simple.

After-Sales Support Timeframes

To be eligible for after-sales support, you must contact us within the timeframes below:

  • Blind box products:
    Requests must be submitted within 5 days of receiving your order

  • All other products:
    Requests must be submitted within 15 days of receiving your order

Requests made outside these timeframes may not be accepted.

How to Request a Return or Refund (4 Simple Steps)

  1. Contact us at bookings@paradigmzone.com.au with your order number

  2. Provide clear photos of the issue (damage, defect, or incorrect item)

  3. We will advise whether the item should be returned or disposed of

  4. Once confirmed, your refund or resolution will be processed

Items sent back without prior approval will not be accepted.

📍 Return Address:
58 Gawler Place, Adelaide 5000, South Australia

Paradigm Zone

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or incorrect, contact us immediately within the applicable timeframe and include photos so we can assess the issue and make it right.

We package all products with care. Minor cosmetic damage to outer packaging caused during shipping is not considered a fault unless it impacts the product itself. Limited or special edition items are excluded from packaging-related claims.

Blind Box & Collectible Product Policy

  • Blind box products are collectible items and may have minor imperfections such as slight colour variation, light scratches, or small paint inconsistencies. These are considered normal and not defects.

  • If the card inside a blind box does not match the product, we will send the correct card and you may keep the original.

  • If you purchased a full set of blind boxes and received duplicate regular items, we will provide the missing item and arrange return of the duplicate.

Other Products

  • Missing or broken pieces must be reported within 15 days of delivery

  • One free replacement for missing pieces is available per product

  • The maximum number of missing pieces per request is 15

  • Full replacements are generally not provided for large sets; in some cases, an unboxing video may be required for review

Non-Returnable & Non-Refundable Items

We do not accept returns or refunds for:

  • Change of mind or personal preference (including blind box character preferences)

  • Items showing signs of use or damage after delivery

  • Items missing parts, manuals, accessories, or original packaging

  • Sale items

  • Gift cards

  • Bulk or corporate orders of more than 10 items

Exchanges

The fastest way to receive a replacement or different item is to:

  1. Request a return (if eligible)

  2. Place a new order once your request is approved

Exchanges are subject to product availability.

Refunds

Once your return or claim is reviewed, we’ll notify you of the outcome.

If approved:

  • Refunds are processed within 5–10 business days

  • Refunds are issued to the original payment method

  • Banks and payment providers may take additional time to reflect the refund

For defective items, a full refund will be issued.
For non-defective returns, shipping and handling fees are non-refundable, and return shipping costs are the buyer’s responsibility.

If more than 15 business days have passed since your refund was approved, please contact us at bookings@paradigmzone.com.au.

Final Notes

  • Please check your order as soon as it arrives

  • Contact us within the correct timeframe for your product type

  • Early communication helps us resolve issues faster