Refund Policy
Information about cancellations, exchanges, store credit, damaged deliveries and products that are not eligible for return.
Refunds
TCGXchange does not offer cash refunds.
Where an eligible cancellation or exchange is approved, the value may instead be issued as store credit in accordance with the terms below.
Products That Cannot Be Returned or Exchanged
Due to the nature of Trading Card Game products, we do not accept returns or exchanges on the following products:
- Booster boxes
- Elite Trainer Boxes (ETBs)
- Booster packs
- Singles
These products are not eligible for return or exchange once purchased, so please make sure you have selected the correct product before completing checkout.
Standard Order Cancellations
This section applies to normal in-stock orders and does not apply to pre-order products.
If you cancel an eligible standard order, we cannot issue a cash refund. The full eligible value of the cancelled order will instead be issued as store credit for use toward a future purchase.
If your order contains pre-order products, please refer to our Pre-Order Information.
Pre-Order Cancellations
Pre-order payments are non-refundable.
Full details regarding pre-order payment, fulfilment, allocations and cancellations can be found on our Pre-Order Information page.
Exchanges
Eligible unopened products may be exchanged within 7 days of purchase.
A valid receipt or other acceptable proof of purchase is required before an exchange can be processed.
Approved exchanges may be made for another eligible product or converted to store credit.
If the replacement product costs more
You will be required to pay the difference in price.
If the replacement product costs less
The remaining balance will be issued as store credit.
Shipping Charges
Shipping charges are non-refundable.
If free shipping was applied to the original order, free shipping cannot automatically be applied a second time to an exchange.
Additional delivery charges may therefore apply where an exchanged product needs to be shipped.
Store Credit
Store credit is linked to the customer’s account and may only be redeemed by the account holder.
Store credit is not transferable to another customer or account.
Products Damaged on Arrival
If your order arrives damaged, you must notify TCGXchange within 24 hours of receiving the delivery.
Please email info@tcgxchange.co.za and include your order number, a description of the damage and clear photographs where possible.
Minor tears or imperfections in the plastic outer wrapping do not qualify as product damage.
Manufacturing Defects
Manufacturing defects inside sealed products must generally be resolved directly with the relevant manufacturer or publisher.
This includes issues such as damaged cards, printing errors, missing cards or other missing components found inside sealed products or cases.
Manufacturer contact information is often included on the product packaging.
Missing Pieces or Components
If a sealed product contains missing or damaged components, please contact the manufacturer or publisher directly.
Many publishers provide replacement components through their own customer support channels.
If you need help finding the appropriate manufacturer or publisher contact information, please contact us and we will assist where possible.
Order Processing and Delivery
Processing and delivery times are estimates and cannot always be guaranteed.
Delays may occur because of weather, courier disruptions, public holidays, high demand, customs or other circumstances outside of our control.
For our current processing, dispatch and tracking information, please read our Shipping Policy.
Quantity Adjustments
TCGXchange reserves the right to adjust product quantities on an order where necessary.
Customers will be notified if an adjustment needs to be made.
Price Adjustments
TCGXchange reserves the right to adjust prices before an order is dispatched where necessary.
If a price adjustment affects your order, we will contact you regarding the change.
Need Help With a Return or Exchange?
If you have a question about an order, cancellation, exchange, damaged delivery or store credit, please contact the TCGXchange team.
Email: info@tcgxchange.co.za
Phone: 021 180 3093
WhatsApp: 060 588 6459