Refund policy

RETURN POLICY

This policy applies to all customers worldwide. If you are a consumer residing in the European Union, please also review the "EU Consumer Right of Withdrawal" section below, which grants you additional rights under EU Directive 2011/83/EU as amended by Directive (EU) 2023/2673.

We offer a 14-day return policy, which means you may request a return within 14 days after receiving your item.

We accept returns under two conditions:

1. Seller Error (Defective or Misdescribed Item)

Returns are accepted if the item you received is significantly different from the item described, defective, or arrived damaged. To be eligible, photographic or video evidence of the unboxing is required. We strongly recommend recording an unboxing video upon receipt to document the condition of your order.

Refunds for seller errors will be fully processed without any fees deducted, and we will cover the return shipping cost.

2. Customer Convenience Return (Change of Mind)

Returns due to customer convenience (e.g., change of mind, ordering by mistake) are accepted only if the item is unopened and the original shrink wrap is fully intact.

For customers outside the European Union: If accepted, the refund is subject to the deduction of the non-refundable payment processing fee (3.25% of the order value). This fee covers financial service charges retained by Shopify Payments and PayPal that are not returned to us upon refund, and must be borne by the customer.

The item must be returned with a receipt and in the same condition as received. Return shipping costs for customer-convenience returns are the responsibility of the buyer.

Return Address

Once your return request has been approved by our team, please ship the item to:

TCGMart Express c/o KAMECOLLE Inc.
1-10-7-101 Taihei, Sumida-ku, Tokyo 130-0012, Japan

Do not ship items back without prior approval — unsolicited returns may be refused. (This requirement does not apply to EU consumers exercising their statutory right of withdrawal, as described below.)

Refund Processing Time

Approved refunds will be issued to the original payment method within 5–10 business days after we receive and inspect the returned item. Depending on your card issuer or payment provider, the credit may take additional time to appear on your statement.

EU CONSUMER RIGHT OF WITHDRAWAL

If you are a consumer (i.e., a natural person acting for purposes outside your trade, business, craft, or profession) residing in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason, in accordance with EU Directive 2011/83/EU as amended by Directive (EU) 2023/2673. This section does not apply to business-to-business (B2B) transactions.

Withdrawal Period

The withdrawal period expires 14 days after the day on which you (or a third party other than the carrier indicated by you) acquired physical possession of the last item of your order.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision through an unequivocal statement. You may use any of the following methods:

  • Online withdrawal function: Use the "Withdraw from contract" link available in the footer of every page of this website. This is the easiest and recommended method.
  • Email: Send a statement to info@tcgmartexpress.com including your name, order number, and the items you wish to return.

After submission, you will receive an automatic confirmation email on a durable medium without undue delay.

Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction. No fees will be deducted as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.

Return of Goods

You shall send back the goods to us without undue delay, and in any event not later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

Return address:
TCGMart Express c/o KAMECOLLE Inc.
1-10-7-101 Taihei, Sumida-ku, Tokyo 130-0012, Japan

Liability for Diminished Value

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

In particular, for sealed trading card products (sealed booster boxes, sealed packs, sealed display cases, etc.), opening the outer shrink wrap and inspecting individual product packaging is permitted, but opening sealed booster packs, removing cards from their original packaging, or otherwise using the goods will be considered handling beyond what is necessary, and the corresponding diminution in value will be deducted from your reimbursement.

CANCELLATION POLICY

Orders can be canceled before they are shipped by contacting our customer service at: 📧 info@tcgmartexpress.com

For customers outside the European Union

  • Order cancellations due to customer convenience are subject to a non-refundable payment processing fee of 3.25% of the order value. This fee covers the financial service charges (such as those from Shopify Payments and PayPal) that are not returned to us upon refund.
  • Once your order has been shipped, customer-convenience cancellations are no longer accepted. Refunds after shipping are available only in the cases described under "Seller Error" above.

For EU consumers

  • Pre-shipment cancellation is treated as an exercise of your right of withdrawal under EU law. The full amount will be refunded with no deduction of payment processing fees.
  • For post-shipment cancellations, please refer to the "EU Consumer Right of Withdrawal" section above.