Trading card products are unfortunately the target of a lot of fraud (weighed or searched boosters, resealed displays, swapped cards). To protect our honest customers, every claim must come with an unboxing video that follows the rules below.
1. Right of withdrawal: sealed products
You have 14 days from receipt to return a sealed product (display, booster, box, deck) unopened, with its original shrink wrap or blister intact. Return shipping costs are at your expense. A restocking and payment fee of 10% of the order amount is deducted from the refund (90% refund). The refund is issued within 14 days after we receive and check the product. Any product whose shrink wrap has been removed, damaged or replaced will be refused.
Unsealed products (No Shrink) cannot be returned, because their contents may have been tampered with.
2. Single cards
Single cards can be neither returned nor exchanged, except in case of a non-conformity established through the procedure below.
3. Claims: damaged parcel, missing, opened or non-conforming product
You must contact us within 7 days of delivery at support@cartespokemon.com, with your order number and your unboxing video.
Unboxing video rules
- One single continuous shot, with no cuts, editing or fast-forward.
- Recording starts before the parcel is opened, while it is still closed.
- The parcel is shown from every side, with the shipping label readable (name, address, tracking number).
- The product never leaves the camera frame, and your hands stay visible.
- Sealed products: show the intact shrink wrap or blister from every angle before opening it.
- If you open the boosters yourself: the video continues without interruption from the parcel to the opening of each booster, and every card is shown.
- Single cards: show the card in its protection (top-loader), front and back.
Special cases
- Live openings (stream): use a second camera that records continuously, separately from the stream. The same rules apply.
- Resellers who do not open the products: a first video inspecting the parcel and the sealed product (label and shrink wrap visible), then, if there is a problem, a second video of the opening showing the same product, identifiable by its barcode or batch number.
Without a compliant video
No claim can be accepted without a compliant video. Photos alone are not enough.
Fraud
Any faked video or fraudulent claim will result in the closure of the customer account and may be reported to the competent authorities.
4. Processing
After checking, we will offer you a replacement, a store credit or a refund. We may ask you to send the product concerned back to us.
Contact: support@cartespokemon.com