Return Period

You have 30 days from the date of delivery to initiate a return for eligible items. Items must be returned in their original condition as described below.

Eligible Items

Returnable Items

Sealed Products:

• Sealed booster boxes, ETBs, and booster packs (must remain factory sealed)
• Sealed collection boxes and promo items
• Sealed accessories (deck boxes, sleeves, binders) in original packaging

Single Cards:

• Individual cards if they do not match the listed condition (misgraded)
• Cards with undisclosed damage or defects
• Incorrect cards sent in error

Accessories:

• Unopened card supplies (sleeves, deck boxes, binders)
• Display items and storage solutions in original packaging

Non-Returnable Items

Opened Products:

• Opened booster packs, booster boxes, or ETBs (due to the collectible nature and risk of tampering)
• Opened collection boxes or promo items

Graded Cards:

• Graded/slabbed cards are FINAL SALE unless there is a significant grading discrepancy or damage during shipping

Custom/Personalized Items:

• Custom deck builds or personalized items

Digital Products:

• PTCG Online codes or digital content

Clearance/Final Sale Items:

• Items explicitly marked as "Final Sale" or "Clearance - No Returns"

Gift Cards and Promotional Items:

• Gift cards and free promotional items

Return Reasons & Eligibility

Item Not as Described

If you receive an item that does not match our listing description:

• Card Condition Mismatch: Card is in worse condition than listed (e.g., listed as Near Mint but received Lightly Played)
• Wrong Card: Incorrect card shipped (wrong set, number, or language)
• Missing Items: Order incomplete or items missing from package

Eligibility: Full refund including return shipping costs

Damaged or Defective Items

If you receive damaged or defective items:

• Shipping Damage: Item damaged during transit (must report within 48 hours with photos)
• Factory Defect: Item has manufacturing defects (misprints, off-center cards beyond normal variance)
• Packaging Damage: Sealed products with significant package damage that affects value

Eligibility: Full refund or replacement, including return shipping costs

Changed Mind / Buyer's Remorse

If you change your mind after purchase:

• Sealed products in original, unopened condition
• Single cards in exact condition as received
• Items with all original packaging and accessories

Eligibility: Refund minus return shipping fee ($5.99)

How to Initiate a Return

Step 1: Contact Us

Contact our support team within 30 days of delivery:

• Email: support@kaiga.org
• Subject Line: "Return Request - Order #[YOUR ORDER NUMBER]"
• Include:
  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Photos (if claiming damage or condition mismatch)

Step 2: Receive Return Authorization

We will review your request and respond within 1-2 business days with:

• Return Authorization (RA) number
• Return shipping instructions
• Pre-paid return label (for damaged/incorrect items only)

IMPORTANT: Do not ship returns without a Return Authorization number. Unauthorized returns may not be processed.

Step 3: Package Your Return

• For Single Cards:

  • Place card in a penny sleeve
  • Place sleeved card in a toploader or cardboard
  • Secure with painter's tape (do not use regular tape on toploaders)
  • Place in a padded envelope or small box

• For Sealed Products:

  • Place item in original packaging (if available)
  • Use adequate padding and a sturdy box
  • Do not place shipping labels directly on sealed product packaging

• Include: RA form printed and placed inside package

Step 4: Ship Your Return

• Affix return shipping label to package
• Drop off at authorized shipping location (USPS, UPS, FedEx)
• Keep tracking number - you are responsible for the return until we receive it
• We recommend insuring high-value returns

Step 5: Return Processing

• Once we receive your return, we will inspect it within 3-5 business days
• You will receive an email confirmation when your return is processed
• Refunds will be issued according to the timeline below

Refund Options

Original Payment Method

Refunds will be issued to the original payment method used for purchase:

• Credit/debit card refunds: 5-10 business days after processing
• PayPal refunds: 3-5 business days after processing

Store Credit

You may choose to receive store credit instead of a refund:

• Store credit issued immediately after return is processed
• No return shipping fee deducted for store credit option
• Store credit valid for 12 months from issue date
• 5% bonus credit (e.g., $100 return = $105 store credit)

Exchange

You may exchange your item for:

• Same item in different condition grade (if available)
• Different card or product of equal or greater value
• If new item costs more, you pay the difference
• If new item costs less, we refund or credit the difference

Return Shipping Fees

Standard Returns (Buyer's Remorse):

• Flat return shipping fee: $5.99 (deducted from refund)
• Customer responsible for return shipping costs
• We recommend using tracked shipping methods

Free Returns (Our Error/Damaged Items):

• Items not as described
• Incorrect items shipped
• Damaged or defective products
• We provide a pre-paid return label at no cost to you

High-Value Returns (>$200):

• We strongly recommend purchasing shipping insurance
• Customer responsible for items until we receive them
• Use signature confirmation for items over $500

Refund Timeline

After we receive and inspect your return:

1. Inspection: 3-5 business days
2. Approval Email: Sent once return is approved
3. Refund Processing:
   • Store credit: Immediate
   • Credit/debit card: 5-10 business days
   • PayPal: 3-5 business days

Note: Depending on your bank or card issuer, it may take additional time for the refund to appear in your account.

Exchanges

To exchange an item:

1. Initiate a return following the steps above
2. Select "Exchange" as your return reason
3. Specify the item you would like instead
4. We will process your exchange once we receive the original item
5. Exchanges shipped within 2-3 business days of approval

Price Differences:

• If exchange item costs more: We will email a payment link for the difference
• If exchange item costs less: We will refund the difference to your original payment method

Card Condition Standards

To ensure fair returns, we follow industry-standard grading:

• Near Mint (NM): No visible wear, may have minor printing imperfections
• Lightly Played (LP): Minor edge wear, slight scratching, no major creases
• Moderately Played (MP): Visible wear on edges/corners, minor scratches, light creasing
• Heavily Played (HP): Heavy wear, creasing, whitening, scratching
• Damaged (DMG): Severe damage, major creases, tears, water damage

Disputes: If you believe a card was misgraded, provide clear photos of:

• Front of card
• Back of card
• Close-ups of any claimed damage
• Card next to a ruler (for size comparison if bent/warped)

Damaged or Defective Items

If you receive a damaged or defective item:

Step 1: Report Immediately

• Contact us within 48 hours of delivery
• Email photos showing:
  • Outer shipping box/envelope
  • Inner packaging
  • Damaged item(s)
  • Item in packaging (to show how it was packed)

Step 2: We Review

• We will review your claim within 24 hours
• Most claims are approved if reported promptly with photos

Step 3: Resolution

You choose:

• Full refund: Refund including original shipping costs
• Replacement: We send a replacement item (if available)
• Partial refund: Keep item with a partial refund (if mutually agreed)

Shipping Damage: We will file a claim with the carrier if needed. You may be asked to hold the item/packaging for carrier inspection.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your account: Refunds sometimes take time to post
2. Check spam folder: Our refund notification email may be in spam
3. Contact your bank: Ask about pending transactions
4. Wait 5 additional business days: Processing can vary
5. Contact us: If still not received after 15 business days, email support@kaiga.org

Partial Refunds

We may issue partial refunds in these situations:

• Item returned without all original components (e.g., missing toploader, certificate of authenticity)
• Item shows signs of use beyond inspection (e.g., card was played in tournament)
• Item returned more than 30 days after delivery
• Sealed product with broken seal (when seal was intact upon delivery)

Note: We will contact you before issuing any partial refund. You may choose to:

• Accept the partial refund
• Have item returned to you at your expense
• Donate item to our discretion (no refund)

Restocking Fees

We do not charge restocking fees for standard returns within our return policy guidelines.

Exceptions (15% restocking fee applies):

• Large orders (10+ items) returned due to buyer's remorse
• Returns initiated after 30 days (if accepted at our discretion)
• Items returned without prior authorization

Lost or Stolen Packages

Outbound Orders (To You)

If your order is lost or stolen in transit:

• With Tracking: We will file a claim with the carrier
• Porch Theft: We are not responsible for packages stolen after confirmed delivery
• Recommendation: Use a secure delivery location or require signature confirmation for high-value orders

We are not liable for packages marked as delivered by the carrier.

Return Shipments (To Us)

If your return is lost in transit:

• With Tracking: We will assist with filing a carrier claim
• Without Tracking: You are responsible if package cannot be located
• Recommendation: Always use tracked shipping for returns

International Returns

International customers:

• Return shipping: Customer responsible for all return shipping costs and customs fees
• Return address: We will provide a return address (may vary by region)
• Customs declarations: Accurately describe items and value to avoid delays
• Processing time: Allow 2-4 weeks for international returns to reach us

Note: We recommend using tracked shipping methods for international returns.

Refused or Undelivered Packages

If you refuse delivery or a package is returned to us as undeliverable:

• Refund: Original payment minus outbound shipping costs
• Restocking fee: 15% restocking fee may apply
• Re-shipment: If you want the order re-shipped, you will pay for new shipping

Pre-Order Cancellations

For pre-order items:

• Before Release: Full refund if canceled before item releases
• After Release: Standard return policy applies once item ships
• Sold Out Items: We cannot guarantee re-order if you cancel a pre-order for a limited item

Sale and Clearance Items

• Sale Items: Returnable unless marked "Final Sale"
• Clearance Items: Generally marked "Final Sale - No Returns"
• Clearance Exceptions: Returns accepted only for damaged/defective items or items not as described

Contact Us

For all return inquiries, please contact:

Business Hours: Monday - Friday: 9:00 AM - 5:00 PM SGT Saturday: 10:00 AM - 2:00 PM SGT Sunday: Closed

For urgent return matters (damaged high-value items), please mark your email as "URGENT" in the subject line.

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Last Updated: January 6, 2025

This policy may be updated from time to time. We will notify you of significant changes via email. Continued use of our services after changes constitutes acceptance of the updated policy.