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 be accompanied by 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 your responsibility. 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 of receiving and checking the product. Any product whose shrink wrap has been removed, damaged or replaced will be refused.
Unsealed products (No Shrink) are not taken back, as the contents may have been tampered with.
2. Single cards
Single cards are neither taken back nor exchanged, except in case of 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
- A single continuous shot, with no cuts, editing or speed-up.
- Recording starts before the parcel is opened, while it's still sealed.
- The parcel is shown from all sides, with the shipping label legible (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 all angles 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 opening (stream) : use a second camera recording continuously, independent of the stream. The same rules apply.
- Resellers who don't open products : a first video inspecting the parcel and the sealed product (label and shrink wrap visible), then, if there's 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 doctored video or fraudulent claim will lead to closure of the customer account and may be reported to the competent authorities.
4. Processing
After checking, we'll offer you a replacement, store credit or refund. We may ask you to return the product concerned.
Contact: support@cartespokemon.com