At TCG SWAP, 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 your rights and how returns, refunds, damaged products, and incorrect orders are handled.
1. Right of Withdrawal
If you are a consumer purchasing from TCG SWAP online, you have the right to withdraw from your purchase within 14 days without providing a reason, subject to the exceptions described below.
The 14-day withdrawal 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 withdrawal period begins when the final product from the order has been received.
To exercise your right of withdrawal, you must inform us within the 14-day period by contacting:
support@tcg-swap.com
Please include your order number and clearly state that you wish to return your order.
2. Return Conditions
Returned products must be sent back in the same condition in which they were received.
Products must, where applicable:
- Be unused and undamaged
- Include all original components and accessories
- Be returned in their original packaging
- Have all original seals, labels, and protective materials intact
- 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 value has consequently decreased, TCG SWAP may apply a reduction to the refund where permitted by law.
For collectible products, the condition of the original packaging can form an important part of the product’s value. Please therefore handle and return 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 booster boxes, booster packs, bundles, collection boxes, tins, decks, and other sealed TCG products must therefore be returned with their original packaging and seals intact where required for the product to remain eligible for return.
If a sealed product has been opened, unsealed, or otherwise altered, we may refuse the return where an applicable legal exception to the right of withdrawal permits us to do so.
Your statutory rights concerning defective, damaged, incorrect, or non-conforming products remain unaffected.
4. Products That Cannot Be Returned
Where permitted by applicable law, the right of withdrawal may not apply to:
- Personalised or custom-made products
- Products manufactured specifically according to your instructions
- Products whose original seal has been broken where a statutory exception applies
- Digital products or services after performance has begun with the required consent, where applicable
- Other products legally excluded from the right of withdrawal
A product being on sale or purchased using a discount code does not by itself remove your statutory right of withdrawal.
5. How to Return an Order
Before returning an order, please contact us at:
support@tcg-swap.com
Include:
- Your full name
- Order number
- The product(s) you wish to return
- The reason for the return, if you wish to provide one
We will provide you with the relevant return instructions.
Please package returned products securely. We recommend using a tracked shipping method and keeping your shipping receipt until your return has been completed.
Do not send a return to an address that has not been confirmed by TCG SWAP.
6. Return Shipping Costs
If you are returning a product because you changed your mind, the direct cost of returning the product is generally your responsibility unless TCG SWAP explicitly states otherwise.
If you received an incorrect, defective, damaged, or otherwise non-conforming product, reasonable return costs will be handled in accordance with applicable consumer law.
Original standard delivery costs will be refunded where required by law when you withdraw from the entire purchase.
If you selected a delivery method that was more expensive than our standard delivery option, we are not required to refund the additional delivery cost beyond the cost of our standard delivery method.
7. Refunds
Once your return has been received, we will inspect the returned products.
If the return is accepted, the applicable refund will be issued using the same payment method used for the original transaction unless another method is expressly agreed.
Where you exercise a statutory right of withdrawal, refunds will be processed within the timeframe required by applicable law.
We may withhold reimbursement until we have received the returned products or until you provide evidence that the products have been sent back, whichever occurs first, where permitted by law.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we have processed it.
8. Damaged Products
If your order arrives damaged, please contact us as soon as possible at:
support@tcg-swap.com
Please provide:
- Your order number
- A description of the damage
- Clear photographs of the affected product
- Photographs of the shipping box or envelope
- Photographs of the shipping label
- Any other relevant evidence
Please retain the product and its original shipping packaging until we have reviewed your request, as these may be required for a claim with the delivery carrier.
Depending on the circumstances and your applicable statutory rights, we may offer a replacement, refund, repair where appropriate, or another suitable solution.
9. Incorrect or Missing Products
If you receive the wrong product or an item is missing from your order, contact us at support@tcg-swap.com as soon as possible.
Please provide your order number and photographs of the products and packaging you received where relevant.
Once verified, we will work to provide an appropriate solution, such as sending the correct or missing product or issuing a refund where appropriate.
10. Preorders
Unless otherwise stated, preorder products are subject to the same applicable consumer withdrawal rights as other purchases.
Expected release and delivery dates for preorder products are estimates and may change due to manufacturers, distributors, publishers, logistics providers, or other circumstances outside our reasonable control.
A delayed release does not remove any statutory rights you may have.
If you wish to cancel a preorder before dispatch, please contact support@tcg-swap.com. Whether cancellation is possible will depend on the status of the order and your applicable statutory rights.
11. Randomised and Sealed Products
Trading card products such as booster packs and booster boxes contain randomised contents.
TCG SWAP cannot guarantee specific cards, rarities, pull rates, card values, or particular outcomes from opening a sealed randomised product unless explicitly stated otherwise on the product page.
Not receiving a particular card, rarity, or expected market value does not by itself mean that a product is defective.
Once a randomised product has been opened, it cannot simply be returned because the contents did not meet the Buyer’s expectations, subject always to mandatory consumer rights.
12. Exchanges
We do not guarantee direct product exchanges.
If you wish to purchase a different product, the easiest option may be to return the eligible product in accordance with this policy and place a new order separately.
For defective, damaged, or incorrect products, we may offer a replacement where appropriate and available.
13. Refused and Unclaimed Deliveries
If an order is returned to us because the Buyer refused delivery, failed to collect the parcel, or provided incorrect or incomplete delivery information, additional shipping or handling costs may apply where legally permitted.
Any refund will be handled in accordance with applicable consumer law and the circumstances of the returned shipment.
This does not affect the Buyer’s statutory rights where delivery failed for reasons attributable to TCG SWAP or the carrier.
14. Chargebacks
If you experience an issue with an order, we encourage you to contact us first at support@tcg-swap.com so we can investigate and attempt to resolve the matter.
Submitting a fraudulent or knowingly false payment dispute may result in the relevant information being provided to the payment provider or other parties involved in investigating the dispute.
Nothing in this section limits your right to legitimately dispute an unauthorised or incorrect transaction.
15. Statutory Rights
Nothing in this policy is intended to restrict or exclude any mandatory consumer rights available to you under applicable law.
Where this policy conflicts with mandatory consumer protection legislation, the applicable statutory provisions will prevail.
16. Contact
For returns, refunds, damaged orders, incorrect products, or other questions regarding this policy, contact:
TCG SWAP
Website: tcg-swap.com
E-mail: support@tcg-swap.com