> For the complete documentation index, see [llms.txt](https://docs.cardz.game/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cardz.game/about-cardz.game/refund-policy.md). # Refund Policy This policy sets out the refund, return, exchange and payment-dispute rules for Cardz.game. It should be read with the [Terms of Service](https://docs.cardz.game/about-cardz.game/terms-of-service) and the [Shipping & Delivery Policy](https://docs.cardz.game/about-cardz.game/shipping-and-delivery-policy). Defined terms have the meanings given in the Terms of Service. The Terms of Service in effect at the time of a transaction govern that transaction. Specific rules apply to their subject matter under Article 1.2. This policy preserves the remedies, conditions and exclusions in those rules. Completed purchases are final and non-refundable, subject to the exceptions below and applicable law. Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded, restricted or modified. ## 1. Points, Gems and account balances ### Cardz Game Points Cardz Game Points are paid virtual credits recorded in the User's account for eligible features within the Service. The purchase price determines the number of Points credited under the offer shown at checkout. Under Articles 2 and 4 of the Terms of Service, Points have no cash, residual, cash-redemption or independent market value. They do not earn interest and are non-refundable, non-withdrawable and non-transferable. The Company applies purchase payments to the acquisition of Points. No refundable cash balance is held for the User in respect of credited Points. Holding Points or leaving them unused creates no refund, payout or withdrawal entitlement. Points may not be sold, assigned, lent, transferred to another person, or moved or combined between accounts. A change of mind, dissatisfaction with a Mystery Pack result or a Card's market value does not qualify for a Points refund. Under Article 4.3, the Company earns the amount paid upon completion of payment, subject to applicable law. ### Gems Gems are promotional virtual credits granted without monetary consideration. They have no cash value and are never withdrawable. Their use is limited to eligible features and the rules of the applicable promotion. Cards obtained using Gems are ineligible for Buyback. ### Display units and reference values Article 4.4 permits the same prepaid balance to be displayed as “USDC” in certain regions. The underlying balance retains its original restrictions. The display creates no entitlement to cash or a corresponding amount of digital currency. Currency symbols, displayed conversions, reference values and balance totals create no right to redeem Points or Gems for money. A Card's stated market value, a pack's disclosed value range and a Buyback offer establish neither a cash-redemption value for credits nor a cash refund amount. The pack's disclosed contents, odds and guarantees, eligible physical-delivery rights and express remedies remain applicable. Regional withdrawal eligibility depends on the balance's original source and Article 10 of the Terms of Service. Points, Gems, Buyback proceeds and balances derived from them are never withdrawable. These restrictions continue to apply after a change of location, display unit or balance description. ## 2. Mystery Pack purchases Mystery Pack purchases provide a randomized collectible experience. Marketing materials provide no guarantee that a particular Card will be allocated. The Service allocates a Card to the User's collection when the purchase is completed. The opening animation displays that allocated result. Subject to Article 5.4, allocation constitutes full performance of the Service. Once a pack has been opened, withdrawal and cooling-off rights are excluded to the extent permitted by law. The following do not constitute defects, failures of performance or grounds for a refund, reversal or chargeback: * Dissatisfaction with the result; * A Card's market value being lower than the amount spent; or * A loss on a Mystery Pack. Completed Mystery Pack purchases are final and non-refundable, subject to Article 5.4 and applicable law. ## 3. Errors and fulfillment remedies Article 5.4 governs pricing, inventory, description, probability, pool, allocation, configuration, display, processing, balance, communication and technical errors. The Company may correct an affected transaction before or after payment, allocation or a delivery request. Corrections may include cancelling, limiting, voiding or reversing the affected order, Card, Buyback, balance change or delivery request. Where an affected transaction is voided or reversed, the Company will, at its discretion, restore the Points or Gems spent on that transaction, or require payment of the correct amount if the User elects to keep a correctly priced result. If a delivery request is cancelled under Article 5.4 before dispatch, the Company will refund any shipping fee paid for that request. This exception applies specifically to cancellations under that Article. The User has no entitlement to retain a benefit obtained through an error. An affected Physical Item already dispatched must be returned at the Company's request. Failure to return it is subject to the recovery provisions in Article 5.4. Screenshots, emails, chat messages and automated notices create no right to retain an erroneous result. The Company's records prevail as provided in the Terms of Service. Restoration of the Points or Gems spent, or a shipping-fee refund for a cancelled pre-dispatch request, is the sole remedy for an error under Article 5.4, subject to rights that cannot legally be excluded. If the Company cannot deliver the Physical Item corresponding to an allocated Card, Article 5.6 permits the Company to provide a substitute remedy at its discretion, such as a comparable item or a Points credit. That remedy is the sole remedy for the affected result under that Article, subject to applicable law. ## 4. Shipping fees and delivery Completed purchases, including shipping fees, are subject to the final-sales provisions in the Terms of Service. Shipping fees are non-refundable once shipment processing has begun, except for the Article 5.4 pre-dispatch cancellation described above and where applicable law requires otherwise. Shipping fees are paid using the options shown for your delivery request. Under the Social Sharing Reward free-shipping campaign, PTS credited after manual approval can be used to pay card delivery fees. Wait for the approved PTS to appear before paying shipping fees or submitting the request. This campaign does not authorize shipping payment with Gems. See the [FAQ](https://docs.cardz.game/how-it-works/faq#how-do-i-apply-for-the-social-sharing-reward-free-shipping-campaign) for the sharing requirements and application process. A sharing reward does not automatically refund previously paid shipping fees; contact Support to check any request already paid or submitted. Processing, dispatch, transit and arrival times are estimates. The Company provides no guaranteed deadline or maximum waiting period on the basis of an estimate. Actual fulfillment may take longer, and estimates may be revised. Exceeding an estimate alone creates no automatic refund entitlement under this policy. Expressly agreed delivery commitments, express refund remedies and any deadline, cancellation right or other remedy required by applicable law remain applicable. Unless checkout states otherwise, the User is responsible for destination duties, taxes and clearance fees. If a package is returned because the User refused customs charges or provided an invalid address, the original shipping fee is forfeited and no Points refund is issued. Carrier return-shipping charges apply under the Shipping & Delivery Policy. A return caused by failure to clear customs also results in forfeiture of the original shipping fee, and the User must pay the carrier's return-shipping charges. For an undeliverable package returned after delivery attempts, the corresponding Card returns to the User's collection. The User must pay return shipping and a new shipping fee for another delivery attempt. If an address error, absence or refusal of receipt remains unresolved thirty (30) days after the original delivery request, cancellation is governed by Article 8.6 and Section 5.3 of the Shipping & Delivery Policy. ## 5. Returns, exchanges and authenticity ### Incorrect item If the Company sends the wrong card, it will provide a prepaid return label and ship the correct item upon receipt of the return, as provided in the Shipping & Delivery Policy. ### Condition and change of mind Returns for buyer's remorse are excluded. Minor imperfections on a grading case, or on the case or shrink-wrap of a sealed box, are ineligible for exchange. A specific grading outcome for an ungraded card is not guaranteed. An exchange request for a suspected re-sealed box requires an unedited unboxing video under Article 8.7. ### Confirmed counterfeit If the original grading or authentication provider conclusively determines that a Physical Item supplied by the Company is counterfeit, the Company will refund the purchase price upon return of the item. Under Article 12, this refund is the sole and exclusive remedy for a confirmed counterfeit determination. Condition, grading-outcome and market-value disputes are excluded from this remedy. Rights that cannot legally be excluded remain applicable. ## 6. Transit damage, loss and carrier claims Shipment damage must be reported to within seven (7) days of delivery. The report must include photographs of the exterior box, internal packaging and item damage. The User must retain the shipping box and packing materials and cooperate with any carrier inspection or claim. Subject to Article 5.4, title and risk of loss pass upon dispatch to the carrier. Title does not pass while the related Card is subject to correction under that Article. Cardz.game provides reasonable assistance with available carrier claims. A lost-package claim requires a signed affidavit of non-receipt if requested. Recovery is limited to the amount actually recovered from the carrier. Transit coverage depends on the carrier, service level, destination, declared-value limits and exclusions. Insurance payouts are issued after the carrier concludes its investigation. The Shipping & Delivery Policy gives a typical investigation period of 30–90 days. This period carries no guaranteed refund deadline. Cardz.game's delivery responsibility excludes packages stolen after the carrier marks them delivered. These provisions remain subject to applicable law. ## 7. Buyback Buyback is a separate, optional transaction in which the Company may offer Points for an eligible Card already held by the User. Each prior purchase retains its final-sale status and applicable refund exceptions. The Company determines Buyback availability and prices at its discretion. No Buyback ratio is guaranteed, and an offer may differ significantly from the original purchase amount. Buyback proceeds are credited solely as Points and remain subject to Section 1 regardless of the displayed settlement unit. Buyback creates no cash payout, refund, return or withdrawal entitlement in respect of a prior purchase. Cards obtained using Gems are ineligible. ## 8. Account closure and service discontinuation Points remain non-refundable upon account closure or discontinuation of the Service, subject to applicable law. Articles 7 and 8 govern delivery of remaining Cards. The User should request delivery before voluntarily closing the account. If the Company terminates an account for a violation, Cards and Points obtained in connection with that violation may be cancelled. In all other cases of termination, the User may request delivery of remaining Cards within thirty (30) days of termination, subject to Article 8. If the Service is discontinued entirely, delivery requests may be made during the advance-notice period under the Terms of Service. ## 9. Payment problems and disputes If a confirmed payment or deposit is missing from the account balance, the User should refresh the Service and allow time for confirmation by the payment provider or network. If the balance remains missing, the User should contact Support with the payment reference or transaction hash, as applicable. Under Articles 4.3 and 11, the User agrees to contact the Company first to allow it to resolve a payment issue. Those Articles treat a refund request, reversal, chargeback or payment dispute after Points have been credited or a result allocated as a breach, subject to the Terms' exceptions and rights that cannot legally be excluded. The Company will contest claims under those provisions. During a payment-dispute review, the Company may pause affected purchases, deliveries and other transactions. Subject to the Terms and applicable law, it may recover amounts associated with a reversed payment by deducting corresponding Points, cancelling results obtained with them and recovering chargeback fees, collection costs and legal fees. Relevant transaction, allocation, account and delivery records may be supplied to payment providers and other recipients identified in the Terms of Service and [Privacy Policy](https://docs.cardz.game/about-cardz.game/privacy-policy). Payment-dispute rights that cannot lawfully be excluded remain applicable. ## 10. Claims and support Claims and inquiries should be sent to with the registered account email, relevant order or transaction reference, a description of the issue and any evidence required by the applicable provision above. Each remedy is subject to the governing policy. Restored Points or Gems retain the restrictions applicable to that type of virtual credit. Restoration creates no cash-repayment or withdrawal entitlement. Exchanges, carrier recovery and Buyback remain subject to their respective terms. Express refund rights under the Terms of Service, Shipping & Delivery Policy and applicable law remain available.