Refund policy

Refund Policy

Thank you for shopping with Card Must. We are committed to providing high-quality Trading Card Game (TCG) products and excellent customer service. Please review our refund policy carefully before making a purchase.

All Sales Are Final

All sales made through Card Must are final. We do not offer refunds or exchanges under any circumstances due to the nature of this hobby, except for damaged items upon delivery (see our Defective or Incorrect Items policy below). This includes but is not limited to:

  • Buyer’s remorse or change of mind.
  • Accidental purchases.
  • Damage caused by improper handling or use after delivery.
  • Issues related to personal preferences (e.g., condition concerns not specified in product descriptions).

Listing Errors and Order Cancellations

Card Must strives to provide accurate and up-to-date product listings. However, in the event of a listing error, including but not limited to incorrect pricing, product description, or availability, we reserve the right to cancel any orders at our discretion. If your order is canceled due to a listing error, you will be notified promptly, and a full refund will be issued if payment has already been processed. We apologize for any inconvenience this may cause and appreciate your understanding.

Order Cancellations and Restocking Fees

Orders may be canceled before they have shipped or before they have been opened live on stream. A 10% restocking fee will apply to all canceled orders.

For pre-ordered items, cancellations are allowed but will also be subject to a 10% restocking fee to cover processing and handling costs.

Partial Order Cancellations

If an order contains multiple items and only part of the order is canceled, the 10% restocking fee will be applied only to the canceled items rather than the entire order. Shipping costs will remain unchanged and are non-refundable, regardless of the cancellation.

Live Breaks Disclaimer

For products purchased to be opened live on stream, once the product has been opened, it cannot be canceled, refunded, or exchanged for any reason. By purchasing a live break item, you acknowledge and agree to this policy.

Processing Time for Cancellations and Resolutions

Please allow 5-7 business days for order cancellations, store credit issuance, or any resolution processing. Response times may vary based on the nature of the request.

Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 48 hours of delivery at [fabrizio@cardmust.com]. We will assess the issue and determine an appropriate resolution, which may include a replacement or store credit at our sole discretion.

To be eligible for a resolution, you must:

  • Provide clear photos/videos showing the issue.
  • Retain all original packaging and materials.
  • Ensure that the product remains unused and in its original condition.

Lost or Damaged Shipments

Once an order is shipped, Card Must is not responsible for lost, stolen, or damaged packages. Packages are insured up to $100. If your package is lost or damaged in transit, please contact the shipping carrier directly to file a claim.

Return-to-Sender Packages

If an order is returned due to an incorrect address provided by the customer, failure to claim the package, or refusal of delivery, the customer will be responsible for any reshipping costs. Card Must will not issue refunds for returned or unclaimed packages. Additionally, the original shipping costs will not be refunded. Any additional costs incurred when the package is returned to Card Must must be paid by the customer before the package is reshipped. Card Must will hold returned packages for up to 30 days. If the customer does not arrange for reshipping within this timeframe, the package may be disposed of, and no refund will be issued.

Condition of Sealed Products

All sealed products are sold as-is. Minor imperfections in product packaging, including small dents, scuffs, or other cosmetic defects, do not qualify as defects and will not be eligible for a refund or exchange. This does not affect the integrity of the product inside. If the product itself is damaged upon arrival, please refer to our Defective or Incorrect Items policy above.

Chargebacks and Disputes

Initiating a chargeback or payment dispute without first contacting Card Must to resolve an issue may result in a ban from future purchases and legal action if necessary. We encourage customers to contact us at [fabrizio@cardmust.com] to resolve any issues before taking such action.

International Customers

International customers are responsible for any customs duties, taxes, or fees imposed by their country. Card Must is not responsible for delays caused by customs or import regulations.

Policy Updates

Card Must reserves the right to modify or update this refund policy at any time without prior notice. Any changes will take effect immediately upon posting to our website.

Contact Information

For any questions or concerns, please contact us at [fabrizio@cardmust.com]. Our customer support team is available to assist you with any issues or inquiries.

By completing a purchase on our website, you acknowledge and agree to this refund policy.