Refund Policy

Working document — reviewed for EU consumer and data-protection law patterns, but have counsel confirm before relying on it in a dispute.

Pack purchases are final

A pack purchase delivers digital content with an outcome fixed at purchase — by confirming it you consent to immediate performance, so the EU 14-day withdrawal right lapses at that moment (art. 16(m), Directive 2011/83/EU). The full pool, the pull rates and the average card value are published before every purchase, and every outcome comes with a certificate you can check yourself.

Having a card posted to you

Shipping is not a second purchase of the card. It became yours the moment you pulled it — held in our vault in your name, yours to sell back, trade, or leave there as long as you like. The fee pays for delivering property you already own, which is a service, and you are asking us to carry it out straight away. So there is no 14-day change-of-mind window on a shipment, for the same reason there is none on opening a pack.

You can cancel any time before the parcel actually leaves us, and the fee goes straight back to the balance it came from.

If something is wrong with the card, that is a different thing entirely and your rights are untouched — see below.

Getting unspent money back

Top-ups are not fees. Any part of your topped-up credit that you have not spent can be returned at any time, to the card or account you paid with — ask on the Store credit screen and we send it back through the same payment provider (§8 of the Terms).

Two limits, stated plainly because they are the ones people ask about. Only the credit you paid for can come back, and only the part you have not spent. Credit you earned in the shop — from selling a card back, a marketplace sale, a bonus or a coupon — buys anything here but is never paid out in cash or to a card, in any circumstance. Selling a card back to us is a sale for shop credit, not a way to turn a card into money.

If we cannot source your card

Cards are sourced just-in-time. If the exact graded certificate is gone, an equivalent copy (same card, same grade, same grading company) takes its place at no cost to you. If no equivalent can be sourced at all, you receive a coupon for the card's full vault value, redeemable into your store credit in one click. You never carry sourcing risk.

Damaged or wrong deliveries

Card arrived damaged, or doesn't match what you pulled (wrong card, wrong grade)? Contact support within 14 days of delivery with photos of the parcel and card. We refund the shipping fee and, at your choice, credit the card's vault value or arrange a return and replacement.

Technical faults

If a fault charges you without delivering a card, the charge is reversed automatically — a purchase either completes fully or not at all, and support can also reverse one by hand. A shipment we cancel returns its fee to the exact balance it came out of.

Chargebacks

Talk to us first — almost everything resolves in one email. A chargeback on a delivered, verifiable pack opening is treated as abuse and may suspend the account while it is investigated.

EU dispute resolution

EU consumers can use the ODR platform: ec.europa.eu/consumers/odr.