Refund & Return Policy
What you can return, how long you have, who pays the postage, and how long the money takes to come back.
The short version
- Damaged, faulty or not what you ordered
- Tell us within 48 hours of delivery. We pay return postage. Replacement or full refund, your choice.
- Changed your mind
- 14 days from delivery, provided the product is still factory sealed. You pay return postage.
- Preorder not yet shipped
- Cancel any time, full refund, no fee.
- Opened product
- Not returnable, except where it was faulty or not as described.
The 14-day window
You have 14 days from the day your order is delivered to tell us you want to return it. The product must still be factory sealed and in the condition it arrived in, including its outer wrapping.
We cannot accept a change-of-mind return on opened product. Sealed trading card product has no resale value once the seal is broken, because the buyer can no longer verify what is inside, and neither can we.
Damaged, faulty or incorrect items
Photograph the outer carton and the product before unwrapping anything further, and email returns@zypheratcg.com within 48 hours of delivery.
If an item arrives damaged, is faulty, or is not the product described on the listing, we cover the return postage and you choose between a replacement and a full refund. We do not ask you to deal with the carrier and we do not require you to accept a replacement if you would rather have the money.
The 48-hour window exists because carriers give us a limited period to file a claim. If you were away and opened the parcel late, tell us and we will still help.
How to start a return
- Email returns@zypheratcg.com with your order number and what is wrong. Photographs if it is a damage or wrong-item claim.
- We reply within 24 hours with a return address and instructions. Do not send anything back before you have those: an unannounced parcel is hard to match to an order and slows your refund down.
- Pack it as it arrived, in a rigid outer box. A sealed box that arrives back crushed is not in returnable condition.
- Use a tracked service. On a change-of-mind return the risk in transit is yours, and without tracking neither of us can prove what happened.
Who pays return postage
- We pay
- Damaged, faulty, incorrect item, or an order that should not have been sent.
- You pay
- Change of mind. We do not deduct a restocking fee on top of that; the postage is the whole cost to you.
Refunds
Refunds go to the card used for the original payment. We cannot refund to a different card or to a bank account, and we do not issue store credit in place of a refund unless you ask for it.
We process a refund within one business day of receiving and checking the return, or within one business day of agreeing it in the case of a cancelled preorder. Card refunds then typically take 5 to 10 business days to appear on your statement; that part is the banking system, not us.
Original shipping was free, so there is nothing to deduct for it. You get back exactly what you paid.
Preorders
A preorder can be cancelled at any point before it is dispatched, for a full refund, with no fee and no explanation needed. If we cannot fill your preorder because our allocation was cut, we refund you in full without you having to ask.
Once a preorder has shipped it is an ordinary order and everything above applies to it in the normal way. The Preorder Policy page covers the rest.
Your statutory rights
Nothing in this policy limits any right you have under the consumer law that applies where you live. Where that law gives you a longer window or a stronger remedy than this page does, that law wins, and you do not need to argue the point with us.
Questions
Email returns@zypheratcg.com, or use the contact form and choose "A return or refund". We answer within 24 hours.