Refund policy

Return & Refund Policy

Overview

We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return. This is in addition to your statutory rights (see "UK & EU Customers" below).

Eligibility

To be eligible for a return:

  • Sealed products (booster boxes, ETBs, tins, bundles, etc.) must remain factory sealed and unopened, in their original condition.
  • Single cards must be in the same condition as described at the time of purchase, returned in a penny sleeve and top loader (or equivalent protective packaging). Card conditions are graded according to our condition guide (Near Mint, Lightly Played, Moderately Played, Heavily Played).
  • You must provide your proof of purchase.
  • All returns must be approved by us in advance before being sent (see "How to Start a Return").

Non-Returnable Items

The following cannot be returned:

  • Booster packs, booster boxes, or any sealed product that has been opened or unsealed (except as required by law — see "Cooling-Off Period" below)
  • Single cards showing wear or damage beyond the condition described at purchase
  • Digital codes, code cards that have been redeemed, or redeemed promotional items

Please note: Returns are not accepted due to changes in the market value of a product after purchase. Trading card prices fluctuate, and a drop in market price does not qualify as grounds for a return or refund.

Damaged or Incorrect Orders

If your order arrives damaged, faulty, or incorrect, please contact us at info@dorecotcg.com within 48 hours of delivery and include:

  • Photos of the item(s) and all packaging, including the shipping box
  • Your order number

For high-value sealed products, we strongly recommend recording an unboxing video, as this makes resolving any claim much faster. Claims submitted without photographic evidence may be declined.

If your claim is approved, we will offer a replacement (where available) or a full refund, including return shipping costs, at no expense to you.

How to Start a Return

  1. Email info@dorecotcg.com with your order number and reason for return.
  2. Wait for approval — do not send items back without prior approval. Unrequested returns will not be accepted or refunded.
  3. Once approved, we will provide the return address and instructions.

Return shipping costs:

  • If the return is due to our error or a faulty/damaged item, we cover return shipping.
  • If the return is a change of mind, you are responsible for return shipping costs.

All returns must be sent using a tracked shipping service. We are not responsible for return items lost or damaged in transit, so please package items securely — single cards must be sleeved and in a top loader.

UK & EU Customers — 14-Day Cooling-Off Period

If you are a consumer in the United Kingdom or European Union, you have a statutory right to cancel your order within 14 days of receiving it, for any reason and without justification, under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive.

To exercise this right, notify us at info@dorecotcg.com within 14 days of delivery, then return the item within 14 days of notifying us.

Important — diminished value: You may inspect items as you would in a shop, but if an item is handled beyond what is necessary to establish its nature and characteristics, we may deduct an amount reflecting its diminished value. Because opened trading card products cannot be resold, opening a sealed product reduces its resale value to nil or near-nil, and any refund will be reduced accordingly. Redeemed digital codes are similarly non-refundable once used.

Return shipping for cooling-off cancellations is at your cost unless the item is faulty.

Pre-Orders

  • Pre-orders may be cancelled for a full refund at any time before the item ships.
  • If our allocation from distributors is reduced or cancelled, we will notify you as soon as possible and issue a full refund for any unfulfillable items.
  • Once a pre-order has shipped, our standard return policy applies.

Exchanges

We do not offer direct exchanges. The fastest way to get the product you want is to request a return and, once accepted, place a new order separately. Please note that new orders are charged at current prices, which may differ from your original purchase price.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at info@dorecotcg.com.