Refund policy
At TCG SWAPPING, we want you to be happy with your purchase. If you change your mind or experience an issue with your order, the following policy explains how returns, refunds, damaged products, incorrect orders, and preorders are handled.
1. 14-Day Return Period
You may request to return an eligible product within 14 days after receiving your order.
The 14-day return period begins on the day you, or a third party designated by you other than the carrier, receives the order.
For orders containing multiple products delivered separately, the 14-day period begins when the final product from the order has been received.
To request a return, you must contact us within this 14-day period at:
Please include your order number and clearly state that you wish to return your order.
Return requests made after the 14-day period may be refused.
2. Return Conditions
Returned products must be sent back in the same condition in which they were received.
Products must, where applicable:
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Be unused and undamaged
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Include all original components and accessories
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Be returned in their original packaging
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Have all original seals, labels, and protective materials intact
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Show no signs of alteration, misuse, or unnecessary handling
You may inspect a product to the extent reasonably necessary to determine its nature and characteristics.
If a product has been handled beyond what is reasonably necessary and its condition or value has decreased, TCG SWAPPING may reduce or refuse the refund depending on the circumstances.
For collectible products, the condition of the original packaging forms an important part of the product's value. Please therefore handle and return all packaging carefully.
3. Sealed TCG Products
Trading card products can significantly change in condition and value once their original factory packaging or seals have been opened.
Products such as:
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Booster boxes
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Booster packs
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Bundles
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Collection boxes
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Tins
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Decks
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Elite Trainer Boxes
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Other sealed TCG products
must be returned with their original packaging and factory seals intact.
If a sealed product has been opened, unsealed, damaged, or otherwise altered after delivery, TCG SWAPPING may refuse the return.
This does not apply where the product was already damaged, defective, incorrect, or otherwise had an issue when delivered.
4. Products That Cannot Be Returned
The following products may not be eligible for return:
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Personalised or custom-made products
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Products manufactured specifically according to your instructions
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Opened or unsealed TCG products
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Products that have been used or damaged after delivery
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Products missing original components or accessories
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Products with significantly damaged or missing original packaging
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Digital products or services after delivery or access has begun
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Other products specifically stated as non-returnable before purchase
A product being on sale or purchased using a discount code does not by itself make the product non-returnable.
5. How to Return an Order
Before returning an order, please contact us at:
Please include:
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Your full name
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Order number
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The product(s) you wish to return
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The reason for the return, if you wish to provide one
We will provide you with the relevant return instructions.
Do not send your return before receiving return instructions from TCG SWAPPING.
Please package returned products securely.
We strongly recommend using a tracked shipping method and keeping your shipping receipt and tracking information until your return has been completed.
Do not send a return to an address that has not been confirmed by TCG SWAPPING.
6. Return Shipping Costs
If you return a product because you changed your mind, the cost of returning the product is your responsibility unless TCG SWAPPING explicitly states otherwise.
If you received an incorrect, defective, damaged, or otherwise faulty product, please contact us before returning the product.
Depending on the circumstances, TCG SWAPPING may provide return instructions, cover reasonable return shipping costs, provide a replacement, or offer another appropriate solution.
Any additional shipping costs resulting from a customer choosing a more expensive shipping option than our standard delivery method are generally non-refundable.
7. Refunds
Once your return has been received, we will inspect the returned products.
If your return meets the conditions of this policy, the refund will be approved.
Approved refunds will generally be issued to the same payment method used for the original transaction unless another method has been agreed.
We aim to process approved refunds within 14 days.
Depending on your bank, card issuer, or payment provider, it may take additional time before the refunded amount appears in your account.
We may wait to issue a refund until:
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We have received the returned products; or
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You have provided sufficient evidence that the products have been returned.
If a returned product does not meet the conditions described in this policy, the refund may be reduced or refused.
8. Damaged Products
If your order arrives damaged, please contact us as soon as possible and within 14 days of receiving your order at:
Please provide:
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Your order number
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A description of the damage
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Clear photographs of the affected product
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Photographs of the shipping box or envelope
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Photographs of the shipping label
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Any other relevant evidence
Please retain the product and its original shipping packaging until we have reviewed your request.
The packaging may be required to investigate the issue or submit a claim with the delivery carrier.
Depending on the circumstances, we may offer:
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A replacement
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A refund
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A partial refund
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Another suitable solution
9. Incorrect or Missing Products
If you receive the wrong product or an item is missing from your order, please contact us as soon as possible and within 14 days of receiving your order at:
Please provide:
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Your order number
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A description of the issue
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Photographs of the products received
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Photographs of the packaging where relevant
Once the issue has been verified, we will work to provide an appropriate solution.
This may include sending the correct or missing product or issuing a refund where appropriate.
10. Preorders
⚠ PRE-ORDER POLICY
Pre-orders are non-refundable because we place a reservation with our supplier specifically for your order.
Pre-orders can only be cancelled within 12 hours after the order has been placed.
After the 12-hour cancellation period, the order can no longer be cancelled or refunded.
If you wish to cancel a preorder within the 12-hour cancellation period, please contact:
Please include your order number and clearly state that you wish to cancel the preorder.
Expected release and delivery dates displayed for preorder products are estimates.
Release or delivery dates may change due to circumstances involving:
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Manufacturers
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Distributors
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Publishers
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Suppliers
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Shipping companies
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Logistics providers
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Other circumstances outside our reasonable control
Delays to an estimated release or delivery date do not automatically qualify the preorder for cancellation or refund.
11. Randomised and Sealed Products
Trading card products such as booster packs, booster boxes, bundles, tins, and other sealed products may contain randomised contents.
TCG SWAPPING cannot guarantee:
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Specific cards
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Specific rarities
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Pull rates
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Card values
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Specific characters
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Particular outcomes from opening a product
unless explicitly stated otherwise on the product page.
Not receiving a particular card, rarity, pull, or expected market value does not mean that the product is defective.
Once a randomised or sealed product has been opened, it cannot be returned because its contents did not meet the customer's expectations.
12. Exchanges
We do not guarantee direct product exchanges.
If you wish to purchase a different product, you may return an eligible product within the 14-day return period and place a new order separately.
For defective, damaged, incorrect, or missing products, TCG SWAPPING may offer a replacement where appropriate and where stock is available.
13. Refused and Unclaimed Deliveries
If an order is returned to us because:
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The customer refused delivery
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The customer failed to collect the parcel
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An incorrect delivery address was provided
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An incomplete delivery address was provided
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The carrier was unable to complete delivery due to circumstances attributable to the customer
additional shipping or handling costs may apply.
If the order is returned to TCG SWAPPING, we will review the shipment before determining whether a refund is applicable.
Shipping or return costs incurred as a result of an incorrect address, refused delivery, or unclaimed shipment may be deducted from the refund where applicable.
14. Chargebacks
If you experience an issue with your order, please contact us first at:
We will investigate the issue and attempt to provide an appropriate solution.
Submitting a fraudulent or knowingly false payment dispute may result in relevant information concerning the order, delivery, communication, and transaction being provided to the payment provider or other parties responsible for investigating the dispute.
This does not prevent customers from legitimately disputing an unauthorised or incorrect transaction.
15. Return Abuse and Fraud
TCG SWAPPING reserves the right to investigate suspected return fraud, refund abuse, chargeback fraud, or other misuse of our return policy.
Examples may include:
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Returning a different product than the product originally purchased
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Returning opened products as unopened products
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Providing intentionally false information regarding damage or delivery
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Manipulating or altering products before requesting a refund
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Repeatedly abusing our return or refund process
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Making fraudulent payment disputes
Where appropriate, we may refuse a return or refund and provide relevant evidence to payment providers or other parties involved in investigating suspected fraud.
16. Contact
For returns, refunds, damaged orders, incorrect products, missing products, or questions regarding this policy, contact:
TCG SWAPPING
Website: tcg-swapping.com
E-mail: info@tcg-swapping.com
