Refund policy

Last updated: [DATE]

We want you to be happy with every order. This policy explains when and how you can return a product, and how refunds work. It does not limit any right you have under the consumer protection laws that apply where you live.

1. 30-day returns

You can request a return within 30 days of delivery, as long as the product meets the conditions in section 2. To start a return, contact us at [EMAIL] or through the contact form with your order number and the items you want to return. We will reply with the return address and instructions. Products sent back without asking us first will not be accepted.

2. Conditions by product type

• Sealed products (booster packs, booster boxes, Elite Trainer Boxes, hobby and blaster boxes, starter decks, tins and collections): only unopened, with the original factory seal and shrink-wrap intact. Opened sealed product cannot be returned, because its contents can no longer be verified.
• Graded cards: in the same slab, with the certificate label and any security seals untouched. The certificate number must match the one sold.
• Singles: in the same condition, in the sleeve and toploader they were shipped in.
• Merch (apparel and playmats): unworn, unwashed, undamaged and with original tags.
• Final sale: mystery boxes, live break spots once the break has started, gift cards and items marked "Final sale" cannot be returned, unless they arrive damaged or wrong.

3. Refunds

When we receive your return, we inspect it and email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few more days to post it.

• Original shipping costs are not refunded, except when the return is due to our error.
• Return shipping is paid by the customer, except when the item is faulty, damaged or not what you ordered. We recommend a tracked and insured service; we are not responsible for returns lost in transit.
• Points earned in Step Club on returned items are deducted.

4. Damaged, faulty or wrong items

If an item arrives damaged, faulty or is not what you ordered, contact us within 48 hours of delivery with photos of the package and the product. We cover all costs and send you a replacement or a full refund, including shipping. Please keep the original packaging until the claim is resolved.

5. Exchanges

We exchange merch for a different size, subject to stock. For any other product, return it under this policy and place a new order.

6. Pre-orders

You can cancel a pre-order at any time before it ships for a full refund. If the release is delayed, you can keep your pre-order or cancel it for a full refund.

7. Order cancellations

You can cancel an order that has not shipped yet by contacting us as soon as possible. Once shipped, it is handled as a return.

8. Live breaks

You can cancel your spot for a full refund until the break starts. Once the product has been opened live, spots are final. If a break does not take place, you receive a full refund.

9. Chargebacks

If something went wrong, please contact us before opening a dispute with your bank — we will solve it faster.

10. Contact

[LEGAL BUSINESS NAME] · [EMAIL] · [PHONE]
Returns address (Florida): [FLORIDA ADDRESS]
Returns address (Puerto Rico): [PUERTO RICO ADDRESS]