Refund policy
Return, Refund, and Pre-Order Policy
Effective Date: May 26, 2024
At TCG Matter, we strive to ensure your complete satisfaction with your purchase. If you are not entirely happy with your purchase, we're here to help. Please read our policies carefully to understand your rights and responsibilities.
Return Policy
14-Day Return Period
You have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To initiate a return, please contact us via the chat box on our website, which is the easiest and fastest way to start the process. Alternatively, you can email us at shop@tcgmatter.net. Once your return is accepted, we will provide instructions on how and where to send your package. Please note that you will be responsible for the return shipping costs.
Return Address:
Nic Ngo t/as TCG Matter
86 Dovestone Close, West Thurrock,
Grays, RM20 3DG, United Kingdom
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.
Exchanges
If you wish to exchange an item, the fastest way is to return the original item and make a separate purchase for the new item. Please note that you will be responsible for the postage costs for both the return and the new purchase.
Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns for final sale or clearance items. Please get in touch if you have questions or concerns about your specific item.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, the item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will need the receipt or proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you if the refund is approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return and you have not received your refund, please contact us at shop@tcgmatter.net.
Pre-Order Policy
Pre-orders are charged at the time of purchase. If you wish to cancel a pre-order before it has shipped, please contact us via the chat box on our website or at shop@tcgmatter.net. If the item has already shipped, our standard return policy applies.
Contact Information
For any questions about returns, exchanges, refunds, or pre-orders, please contact us via the chat box on our website or at shop@tcgmatter.net. Our customer service team is here to assist you.