Refunds & Delivery

1.1Opening a Pack delivers exactly one Item to your inventory. Every Item a Pack can deliver is listed on that Pack’s page before you buy, with its Declared Value and its ticket range.

1.2Delivery to your inventory is immediate. The outcome is determined on our servers before the opening animation plays, so the Item is already yours by the time you see it.

1.3The market value of the Item may be higher or lower than what you paid for the Pack, and will more often be lower. You always receive an Item; you are not guaranteed to receive value equal to the Pack price.

2.1Once a Pack is opened, the purchase is final. It cannot be cancelled, refunded or reversed. The Item is delivered instantly and the outcome is independently verifiable, so there is no window in which the transaction is still pending.

2.2This is the standard position for digital goods delivered immediately with your consent. If you are not certain you want to open a Pack, do not open it — an unopened balance is always still yours to use elsewhere on the Service.

2.3Clause 2.1 does not apply where a transaction failed, was duplicated, or was produced by an evident error. See clause 7.

3.1Any Item in your inventory can be sold back to the marketplace for site credit at its Declared Value. Sell-back is immediate.

3.2Declared Value is the rate at which we buy an Item back. It is shown before you purchase the Pack and again in your inventory, and it does not change once the Item is yours.

3.3Site credit received from a sell-back can be used to buy further Packs. It is not withdrawable as currency — value leaves the Service by the routes in clause 4.

3.4Selling an Item back is final. We cannot return an Item you have sold.

4.1There are two ways to take value out, both acting on an Item:

• Cryptocurrency withdrawal — withdraw the value of selected Items to an external wallet you control. A minimum of US$15 applies to the total of your selection, not to each Item.
• Physical shipment — where the Item is a physical good, have it delivered. See clause 5.

4.2Both routes require completed identity verification. We ask for this before value leaves the Service, not before you deposit, so verification does not sit between you and simply using the site.

4.3Cryptocurrency transfers are irreversible. Check the destination address before you confirm — we cannot recover funds sent to an address entered incorrectly.

4.4Network fees apply to withdrawals and are shown before you confirm.

5.1We currently deliver to addresses in Australia. Your shipping address must be consistent with your verified identity.

5.2Dispatch and transit times depend on the Item and are shown at checkout before you confirm the shipment. We will email you tracking details when the Item is dispatched.

5.3We expect to add further destinations. Where we do, they will appear at checkout and on this page. If your country is not listed, you can still sell the Item back or withdraw its value under clause 4.

5.4Title and risk in a physical Item pass to you when it is delivered to the carrier.

5.5Deliveries within Australia carry no import duty or customs charge. Where we add international destinations, any duties, taxes or customs charges raised by the destination country will be your responsibility and will not be included in figures shown on the Service. We will say so at checkout before you confirm such a shipment.

5.6Once you request shipment, the Item leaves your inventory and can no longer be sold back or withdrawn as value.

6.1If a physical Item arrives damaged, arrives incorrect, or does not arrive, contact support@packsnatch.com within 30 days of the expected delivery date, with your account email and any photographs that help.

6.2Where we are satisfied the Item was damaged in transit, sent incorrectly, or lost, we will at our option replace it, ship a substitute of equal or greater Declared Value, or credit your account at Declared Value.

6.3Where a carrier records successful delivery to your address and you tell us you did not receive it, we will open an enquiry with the carrier before deciding. This can take several weeks and we will keep you updated.

6.4Nothing here limits rights you have under the consumer law of your own country that cannot be limited by agreement.

7.1If a Pack open, sell-back, withdrawal or shipment fails to complete because of a technical fault on our side, we restore your account to the position it was in immediately before the failed action.

7.2If you are charged twice for the same action, tell us and we will reverse the duplicate.

7.3Where an outcome, price, Declared Value or balance is produced by an evident error — a pricing mistake, a display fault or a software defect — we may void the affected transaction and correct the account. We will tell you when we do and explain what happened.

8.1Deposits are credited once we have received confirmed settlement. Where a third-party payment or on-ramp provider handled your payment, that provider is the merchant of record and its own refund process applies to the payment itself.

8.2If a deposit does not appear in your account within a reasonable time, contact support@packsnatch.com with the transaction reference and we will trace it.

8.3A deposit that has not been used to open a Pack can be returned to its original source on request, subject to identity verification and to the limits our payment partners place on returns.

9.1If you believe a charge is wrong, contact us first. We would rather resolve it directly and can usually do so faster than a payment dispute.

9.2Raising a chargeback on a Pack you opened, rather than contacting us, may result in your account being suspended while the dispute is investigated.

10.1Write to support@packsnatch.com from your account email. We acknowledge within 2 business days and aim to resolve within 15 business days, telling you if we need longer.