Refund Policy
Last updated: March 12, 2026
At ZeniTCG, we understand that the condition of sealed trading card products is important to collectors.
This Refund Policy explains our rules regarding order cancellations, returns, refunds, damaged products, incorrect orders, pre-orders and sealed Pokémon TCG products.
This policy applies to purchases made through zenitcg.com.
Nothing in this Refund Policy limits any mandatory consumer rights that apply under the laws of your country of residence.
1. 14-Day Return Policy
ZeniTCG accepts eligible voluntary returns requested within 14 days of delivery.
To qualify for a voluntary return, the product must be:
- Unopened
- Unused
- Factory sealed
- Complete
- In its original packaging
- In substantially the same condition in which it was delivered
- Accompanied by all included promotional items and accessories
To request a return, contact:
Please include your order number and the product you wish to return.
Do not send products back before receiving return instructions from ZeniTCG.
2. Sealed Pokémon TCG Products
Pokémon TCG products are collectible products whose value can depend heavily on their original packaging and factory seals.
For voluntary returns, products that have been opened or had their factory seal removed are generally not eligible for return.
This includes, where applicable:
- Booster Boxes
- Booster Bundles
- Elite Trainer Boxes
- Pokémon Center Elite Trainer Boxes
- Collection Boxes
- Premium Collections
- Ultra-Premium Collections
- Mini Tins
- Blisters
- Booster Packs
- Decks
- Japanese Pokémon TCG products
- Other sealed TCG products
Removing shrink wrap, breaking a factory seal or opening packaging may make a product ineligible for a voluntary return.
Mandatory consumer rights that cannot legally be excluded remain unaffected.
3. Opened Booster Packs & Randomized Products
Opened booster packs cannot be returned because of their card contents.
Pokémon TCG booster products contain randomized cards.
ZeniTCG does not guarantee:
- Any specific card
- Any specific rarity
- Any chase card
- Any specific pull rate
- Any minimum number of hits
- Any monetary value from opened packs
Not receiving a desired card or receiving lower-value cards is not a valid reason for a refund where the product was genuine, correctly supplied and otherwise compliant with the order.
This does not affect rights relating to defective, counterfeit, incorrect or legally non-conforming products.
4. Collector Packaging Condition
We take reasonable care to pack Pokémon TCG products securely.
However, factory-sealed collectibles can occasionally have minor imperfections originating from manufacturing, distribution or transportation before reaching ZeniTCG.
Examples may include:
- Slightly loose shrink wrap
- Small factory marks
- Minor print imperfections
- Small surface marks
- Slightly uneven seals
- Minor cardboard imperfections
- Small packaging variations
Minor cosmetic imperfections that do not materially affect the product or its contents do not automatically qualify a product as defective.
If collector-grade or perfect packaging condition is specifically guaranteed on a product page, the description on that product page will apply.
5. Damaged Orders
If your order arrives materially damaged, please contact us as soon as possible after delivery.
Email:
Please provide:
- Your order number
- Clear photographs of the shipping box
- A photograph of the shipping label
- Photographs of the damaged product
- Photographs of the internal packaging where relevant
Please keep the original shipping packaging until your claim has been resolved, as the carrier may require it during an investigation.
Depending on the circumstances, we may offer:
- A replacement
- A partial refund
- A full refund
- Another appropriate solution
The appropriate remedy will depend on the damage, available stock and applicable consumer law.
Providing photographs helps us process the claim and does not limit your statutory consumer rights.
6. Incorrect Products
If you receive a product different from the one you ordered, contact us at:
Please include your order number and photographs of the product received.
Where ZeniTCG has sent the wrong product, we will arrange an appropriate solution.
Where a return is required because of an error made by ZeniTCG, reasonable return shipping costs will be covered by us where applicable.
7. Missing Items
If an item is missing from your order, please contact:
Include:
- Your order number
- The missing product
- Photographs of the parcel and contents where reasonably available
We may review shipping records, parcel weight and other relevant information before resolving the claim.
If we confirm that an item was not supplied, we will provide an appropriate replacement or refund.
8. Lost Parcels
If your tracking information indicates that your parcel may have been lost, contact us at:
We may first open an investigation with the shipping carrier.
Carrier investigations may require additional processing time.
Where ZeniTCG remains legally responsible for an undelivered order, we will provide the remedy required by applicable law.
For U.S. online orders, FTC rules also regulate promised shipping times and require sellers to obtain consent to certain delays or refund unshipped merchandise where required.
9. Packages Marked as Delivered
If tracking shows that a parcel has been delivered but you cannot locate it, please:
- Check the delivery location
- Check with household members
- Check with neighbors where appropriate
- Check any safe-place location
- Contact the shipping carrier
You should also contact ZeniTCG as soon as possible so we can determine whether a carrier investigation is appropriate.
A carrier marking a parcel as delivered does not automatically determine the customer's legal rights, and each case will be reviewed based on the available evidence and applicable law.
10. Order Cancellations
If you wish to cancel an order before it ships, contact:
as soon as possible.
We will make reasonable efforts to cancel the order before fulfillment.
However, we cannot guarantee cancellation once an order has entered packing or shipping processing.
If the order has already shipped, the applicable return procedure will normally need to be followed.
Mandatory cancellation rights remain unaffected.
11. Pre-Order Cancellations
Pokémon TCG pre-orders reserve inventory for upcoming releases and may be subject to limited supplier allocations.
If you wish to cancel a pre-order, contact:
before the order is shipped.
Where we are able to process the cancellation before fulfillment, the corresponding refund will be returned to the original payment method.
Once a pre-order has shipped, our normal return rules apply.
Nothing in this section removes any mandatory withdrawal or cancellation rights available under applicable consumer law.
12. Pre-Order Delays
Release dates for pre-order products are estimates based on information supplied by manufacturers, distributors or suppliers.
A release date may change due to:
- Manufacturer delays
- Distributor delays
- Allocation changes
- International shipping delays
- Customs processing
- Regional release changes
A change to an estimated release date does not necessarily mean that the product has been cancelled.
Where applicable law gives the customer a right to cancel because of a delay, that right remains unaffected.
13. Cancelled or Unfulfilled Pre-Orders
If ZeniTCG is ultimately unable to fulfil a pre-order because of supplier cancellation, allocation reduction or another stock issue, the affected product will be refunded.
Customers will not be required to accept store credit instead of a monetary refund where a monetary refund is legally required.
14. Market Price Changes
Trading card products are collectibles and market prices can change significantly.
Prices may increase or decrease after an order is placed.
ZeniTCG does not provide refunds, credits or price adjustments solely because:
- A product becomes cheaper after purchase
- Another retailer offers a lower price
- The secondary-market value decreases
- A card's value decreases
- A sealed product's resale value decreases
Similarly, if a product increases in value after purchase, the customer will not be charged the difference for an already confirmed order.
15. Sale & Discounted Products
Products purchased during a sale, promotion or using a discount code may still qualify for returns where required by applicable law.
For voluntary returns offered by ZeniTCG, the refund will be based on the amount actually paid for the returned product rather than its original undiscounted price.
16. Free Promotional Gifts
Some qualifying ZeniTCG orders may include a free promotional item, such as a free Pokémon TCG booster pack.
If an entire qualifying order is voluntarily returned, we may require the promotional gift to be returned as well.
The promotional item must remain unopened where applicable.
If the promotional item is not returned or has been opened, its stated or reasonable retail value may be deducted from a voluntary refund where legally permitted.
Mandatory statutory refund rights remain unaffected.
17. Return Shipping Costs
For ordinary voluntary change-of-mind returns, customers are generally responsible for return shipping costs.
We strongly recommend using a tracked shipping service.
ZeniTCG is not responsible for voluntary return parcels lost during transportation before they are received by us, except where applicable law provides otherwise.
If a return is necessary because:
- We shipped the wrong product
- The product was materially damaged
- The product was legally non-conforming
ZeniTCG will cover return costs where required by applicable law.
18. International Return Costs
Customers returning products internationally are responsible for correctly identifying the parcel as a returned merchandise shipment where applicable.
Customers should not intentionally declare false customs information.
ZeniTCG is not responsible for customs fees resulting from incorrect declarations made by the sender.
For voluntary international returns, shipping and customs-related return expenses are normally the customer's responsibility unless applicable law requires otherwise.
19. Original Shipping Costs
For voluntary returns, original shipping charges are generally non-refundable unless stated otherwise.
However, where mandatory consumer law requires ZeniTCG to refund standard outbound delivery costs following a statutory cancellation, we will comply with that requirement.
For example, UK rules generally require the basic delivery cost to be refunded for eligible statutory cancellations, while additional costs for premium delivery may be excluded.
20. Return Inspection
Returned products may be inspected after arrival.
We may verify:
- Factory seals
- Product condition
- Packaging condition
- Included accessories
- Promotional items
- Serial or identifying information where relevant
- Whether the returned item matches the product originally supplied
If a voluntary return does not meet the conditions stated in this policy, we may reject the return or reduce the refund where legally permitted.
Any mandatory statutory rights remain unaffected.
21. Refund Processing
Once an approved return has been received and inspected, we will process the applicable refund to the original payment method.
Please allow approximately 5–10 business days after we approve the refund for our processing and for your payment provider to reflect the transaction.
Your bank or payment provider may require additional time.
Where applicable law requires a shorter or specific refund deadline, that deadline will apply.
For example, French online withdrawal rules generally require reimbursement within 14 days after the seller is informed of the withdrawal, although for goods the seller may generally defer reimbursement until the goods are recovered or proof of shipment is provided. UK rules similarly provide statutory refund deadlines for eligible cancellations.
22. Refund Method
Refunds are normally made using the same payment method used for the original purchase.
We generally do not issue refunds to:
- A different credit card
- A different PayPal account
- A different bank account
- Another individual
This helps protect customers and ZeniTCG against fraud.
23. Currency & Exchange Rates
International customers may purchase products in currencies different from ZeniTCG's operating currency.
Refunds are based on the amount and currency processed through the applicable checkout/payment system.
Exchange rates may change between the original purchase and the refund date.
ZeniTCG is not responsible for:
- Exchange-rate fluctuations
- Foreign transaction fees
- Currency conversion fees
- Bank charges
imposed independently by banks or payment providers.
24. Refunds for Customs Refusal
International customers may be responsible for customs duties, import VAT, taxes or brokerage fees imposed by their destination country.
If a parcel is returned to ZeniTCG because the recipient:
- Refused delivery
- Refused to pay applicable import charges
- Failed to collect the parcel
- Provided incomplete delivery information
we may refund the eligible product value after the parcel is safely returned to us.
Where legally permitted, unrecoverable costs may be deducted, including:
- Original shipping
- Return shipping
- Carrier charges
- Customs charges
Mandatory consumer rights remain unaffected.
25. Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
If you notice an address error before shipment, contact us immediately at:
We cannot guarantee that an address can be modified after fulfillment has begun.
If an order is returned to us because of an incorrect address supplied by the customer, additional shipping charges may apply if the customer requests reshipment.
26. Chargebacks & Payment Disputes
If you have an issue with an order, we strongly encourage you to contact ZeniTCG first at:
We will make reasonable efforts to resolve legitimate problems directly.
Nothing in this policy prevents customers from exercising lawful rights available through their payment provider or applicable consumer law.
Fraudulent chargebacks or knowingly false payment disputes may be challenged using relevant order, tracking and transaction evidence.
27. European / French Customers
Where French or other applicable European consumer law applies, eligible online consumers retain their mandatory statutory rights.
French consumers generally have a 14-calendar-day withdrawal period for qualifying distance purchases, subject to statutory exceptions.
Where those rules apply, this Refund Policy will be interpreted consistently with those mandatory rights.
28. United Kingdom Customers
Where UK consumer law applies, eligible online customers generally have 14 days after receiving goods to notify the retailer of cancellation.
Customers then have the applicable statutory period to return the goods.
Mandatory UK rights concerning faulty, damaged or misdescribed products remain unaffected.
29. United States Customers
For U.S. customers, ZeniTCG's voluntary return policy applies alongside any applicable federal or state consumer protections.
U.S. federal rules also regulate internet-order shipping promises and require an appropriate refund or customer consent where qualifying shipment delays occur.
Applicable state laws may provide additional consumer rights.
30. Canadian Customers
For Canadian customers, voluntary returns are governed by this Refund Policy unless applicable federal, provincial or territorial law provides additional rights.
Canadian federal consumer guidance notes that merchants generally are not legally required to provide refunds for ordinary changes of mind unless their own policy provides for them, while defective products and provincial or territorial rules may create additional remedies.
31. Other International Customers
Customers outside the regions specifically mentioned above retain any mandatory consumer rights applicable in their country or jurisdiction.
Nothing in this Refund Policy is intended to exclude rights that legally cannot be excluded.
32. Abuse of the Return Policy
ZeniTCG reserves the right, where legally permitted, to refuse voluntary returns or restrict future purchases in cases involving clear abuse, including:
- Returning different products
- Returning counterfeit replacements
- Removing products from sealed packages before returning them
- Repeated fraudulent damage claims
- Manipulating promotional offers
- Providing deliberately false return information
This section does not restrict legitimate consumer complaints or statutory rights.
33. Contact Us
For cancellations, returns, refunds, damaged orders or other order issues, contact:
ZeniTCG Customer Support
Email: contact@zenitcg.com
Website: zenitcg.com