Refund policy
Returns and Refunds Policy
Preorder cancellations
You can cancel any preorder within 3 days of placing the order for a full refund. No reason needed, no questions asked. Email hello@doubleseventcg.com with your order number.
After 3 days, preorders can be cancelled at any time before dispatch, but a 5% processing fee applies to cover payment processor costs, which are not returned to us when we refund you.
Once a preorder has been dispatched it is treated as a normal order and the returns terms below apply.
Allocation shortfall
We only list what our distributor has confirmed to us. We do not oversell.
In the event that our allocation is cut and we cannot fulfil your order, you will be refunded in full, without needing to ask. We will email you the moment we know, not the day the product was due.
Returns on sealed product
You may return any unopened, factory sealed item within 14 days of delivery for a refund.
To be eligible the item must be:
- Still factory sealed, with the original shrink wrap intact and unbroken
- Free from writing, stickers, tape or damage applied after delivery
- Returned in protective packaging that prevents transit damage
Return shipping is paid by you unless the item was faulty, damaged in transit, or not what you ordered.
We inspect every return against the packing video from your original order. If an item comes back in worse condition than it left us, we will contact you before processing the refund.
Items that cannot be returned
- Opened product. Once shrink wrap is broken the value of sealed product is gone and we cannot resell it. This is standard across the entire trading card industry.
- Items damaged after delivery.
Nothing in this section affects your statutory rights.
Faulty or incorrect items
If you receive the wrong item, or an item is damaged, email us within 48 hours of delivery with photographs. We will arrange a replacement or a full refund including return postage. You will not be out of pocket for our mistake.
Manufacturing defects in sealed product, such as a factory seal that has failed or a crushed box from the distributor, are covered. Pull rates are not. The contents of a sealed pack are random by design and a disappointing pull is not a fault.
How long refunds take
Once a refund is agreed, we aim to process it as quickly as we can, and most are issued within 30 days.
Preorders are the reason for that window. Payment for a preorder is committed to securing allocation with our distributor the moment your order is placed, so a refund is not simply a reversal of a payment sitting in an account. It has to be reconciled against that allocation before it can be released.
After we issue a refund, the money still has to travel back through the route it came in. Your payment processor and your bank each add their own time, typically another 3 to 10 business days, and that part is outside our control.
We will confirm by email when the refund has been issued.
When it can take longer, up to 90 days
A small number of refunds take considerably longer. We would rather tell you now than surprise you later. These are the situations where that happens.
You have opened a dispute or chargeback with your bank. Once a chargeback is raised, the card networks take over and we are not permitted to refund you separately, because you would be paid twice. Visa and Mastercard allow their process up to 90 days, and occasionally longer. If you want your money back sooner, contact us before contacting your bank. We will almost always resolve it faster than they will.
The original payment method no longer exists. If your card has expired, been cancelled, or been reissued with a new number, the refund will fail and bounce back to us. We then need to arrange an alternative, usually a bank transfer, which requires details from you and can add several weeks depending on your bank and country.
We are waiting on a carrier investigation. For a lost or undelivered parcel, we cannot refund until the carrier formally declares it lost. Carriers typically require 14 to 21 days before they will do that, and international claims can run considerably longer. We chase them on your behalf and keep you updated.
The parcel is held by customs. If a shipment is detained, seized or returned by customs, the refund is issued once we know the outcome and, where relevant, the goods are back with us. Customs processes are outside our control and can take months in the worst cases.
The order is under fraud review. If a payment is flagged by our processor, funds can be held pending review before either party can move them.
In every one of these cases we will keep you informed by email. You will never have to chase us to find out what is happening.
Refunds are always to the original payment method
We cannot refund to a different card, a different person, or as store credit unless you specifically ask for store credit. This is a payment processor rule and a fraud protection measure, not our preference.
Currency
All prices on this site are charged in US dollars. If your bank converted the payment into your local currency, your refund is converted back at the exchange rate on the day the refund is processed, not the day you ordered. That means the amount landing in your account may differ slightly from what left it. That difference is set by your bank, and we cannot adjust for it or refund the gap.
Contact: hello@doubleseventcg.com
We answer every refund enquiry within 24-48 hours