Refund policy

This policy applies to purchases from cardzgame.pro, owned and operated by ISun International Service Company Limited, trading as Cardz Game.

1. Report an Order Issue

Contact us through our contact form with your order number, a description of the issue and the resolution you are seeking. For a wrong item, damage or a listing mismatch, retain clear photographs of the item, PSA label where applicable, outer packaging and internal protection. Describe the issue in the form; we will explain how to provide any supporting files needed for review.

Please report visible transit damage or an incorrect delivery as soon as possible, preferably within 48 hours of receipt, so we can preserve carrier evidence. This is a reporting request, not a deadline that removes legal rights. A hidden defect or authenticity concern may become apparent later; contact us promptly when it does.

Keep the item, holder, seals and packaging while the issue is being assessed. Avoid removing a card from its PSA holder or altering the item, as this may affect the evidence available. Alteration does not automatically extinguish a claim, but we may be unable to establish a defect if relevant evidence has been destroyed.

2. When a Remedy Is Available

We will review claims involving an incorrect item, a missing item, transit damage, a material difference from the agreed description, or a genuine authenticity concern. The description includes any specific PSA certification number identified in the listing.

We may request additional photographs or an appropriate independent assessment where the issue cannot be resolved from the available evidence. We will not require you to purchase an assessment without first agreeing on the process and responsibility for reasonable costs.

If an item is confirmed counterfeit or otherwise does not conform to the contract, we will provide the remedy required by law. Depending on the circumstances, this may be a replacement or refund. We will not substitute a different card or grade without your agreement.

3. Change of Mind and Collectible Characteristics

We do not offer discretionary returns for a change of mind, a fall in market value, or a preference about a characteristic accurately described or shown before purchase. Ordinary holder wear that was disclosed does not, by itself, make the card incorrectly graded.

An opened sealed product or mystery assortment is not eligible for a discretionary return merely because its correctly described contents are not the customer's preferred result. This does not prevent a claim for counterfeit goods, a material misdescription, missing promised contents or another defect.

Any statutory cancellation or consumer remedy remains available where applicable. A "final sale" description does not remove those rights.

4. Cancellation Before Dispatch

Orders are intended to be final once accepted. A change-of-mind cancellation or amendment is discretionary and takes effect only when we confirm it in writing. We may decline requests after allocation, packing, a special-order commitment or commencement of digital supply. Sending a request does not automatically stop processing. Statutory cancellation rights remain unaffected.

For a discretionary cancellation, we will state the refund and any proposed deduction before you agree. A deduction must be lawful, reasonable and limited to an evidenced, non-recoverable cost attributable to your request. We do not impose an undisclosed percentage penalty. Statutory refunds and cancellations caused by our inability to supply are not reduced by a discretionary-cancellation fee.

5. Returning an Item

We will provide the return address, reference and packing instructions. Please contact us before posting a return so that it can be identified and safely received. The correspondence address on the website is not a returns facility.

Return the supplied item with its holder, included accessories and packaging where available. Use protective packaging and the shipping method agreed with us. If the problem is our error or a confirmed defect, we will arrange or reimburse reasonable return postage. We will confirm other agreed return costs before you send the parcel.

An approval to return an item permits inspection; it is not an admission that the claim is valid. We may check certification identifiers and the item's condition against dispatch records. Please use a trackable service and retain proof of posting. We may decline recovery of avoidable additional costs caused by an unauthorised return method where the law permits. A return sent without a reference does not automatically eliminate a valid statutory claim.

We may reject a claim to the extent reliable evidence establishes item substitution, tampering, post-delivery damage or another cause for which we are not responsible. Do not send a different item or alter a certification label. We may seek recovery of proven direct losses caused by deliberate fraud, but do not penalise good-faith claims or require an unboxing video as the sole acceptable evidence.

6. Refunds

We assess claims and submit approved refunds without undue delay and within applicable legal deadlines. After reviewing the claim and, where reasonably necessary, inspecting the returned item, we will confirm the outcome in writing. Approved refunds are returned to the original payment method unless another method is agreed or required. We will notify you when a refund is submitted; the time it takes to appear depends on the payment provider.

Where an entire order is refunded because of our error, non-delivery or defective supply, the refund includes the standard outbound delivery charge and reasonable return costs where applicable. For a partial-order refund, we will explain any related delivery-charge adjustment. We do not impose store credit in place of a refund you are entitled to receive.

7. Returned or Unclaimed Parcels

If a parcel returns because of an address error, non-collection or refusal to pay properly disclosed import charges, we will contact you to agree on redelivery or cancellation. Any deduction must reflect documented, legally recoverable costs. There is no automatic forfeiture of the full order value.

8. Separately Described Digital or Redemption Products

For a separately described digital or redemption product, its supply, activation, redemption and cancellation terms must be disclosed on the product page before checkout. Those terms do not remove remedies for non-delivery, duplicate billing, faulty supply or material misdescription. Contact us before activation or redemption if you placed the wrong order.

9. Your Rights

This policy does not restrict rights or remedies that cannot lawfully be excluded. If you disagree with an outcome, ask us to review it. You remain free to seek assistance from your payment provider, a consumer authority or a court.