Refund policy

REFUND & RETURN POLICY

Last updated: October 1, 2026

Thank you for shopping with K TCG BACOLOD. We specialize in Trading Card Games and collectible cards. Because many of our products are collectible items, certain products are subject to specific return conditions.

1. General Return Policy

We accept returns only for eligible products that are:

  • Incorrectly shipped by K TCG BACOLOD
  • Damaged during transportation
  • Defective or materially different from the product described on our website

To request a return, please contact us within 7 days of receiving your order.

The customer must provide:

  • Order number
  • Clear photos and videos of the product
  • Clear photos and videos of the packaging and shipping box
  • A description of the issue

We may request additional photos or videos to evaluate the claim.

2. Sealed Products

For sealed Trading Card Game products, returns are accepted only if the product is:

  • Incorrectly shipped;
  • Damaged during shipping; or
  • Defective upon arrival.

Opened, unsealed, or tampered-with products cannot be returned simply because the customer did not receive the cards or contents they expected.

Once a sealed product has been opened, we cannot accept a return based on the contents, pulls, card rarity, or value of the cards obtained.

For any claim concerning a sealed product, customers may be required to provide clear photos and a continuous video showing the condition of the package and product, including the opening process, when reasonably necessary to verify the claim.

3. Individual Cards

For individual cards, returns are accepted only in cases where:

  • The wrong card was shipped;
  • The card was significantly different from the description or listing;
  • The card was damaged during transportation.

Minor differences in centering, printing, whitening, surface condition, or factory imperfections that are consistent with the stated condition of the card are not considered defects.

For graded cards, the grade assigned by the grading company is considered final.

Customers requesting a return may be required to provide clear photos and videos showing the front, back, edges, corners, and overall condition of the card.

4. Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us within 7 days of delivery.

Please provide:

  • Photos and videos of the package as received
  • Photos and videos of the shipping label
  • Photos and videos of the products received
  • A description of the missing or incorrect item

After verification, K TCG BACOLOD may:

  • Send the correct item;
  • Send the missing item; or
  • Issue an appropriate refund.

5. Damaged Packages

If your package arrives visibly damaged, we strongly recommend taking photos and videos of the package before opening it.

If possible, the customer should record a continuous unboxing video, starting with the unopened package and shipping label clearly visible and continuing through the opening of the package and inspection of the contents.

If the product inside is damaged, contact us within 7 days of delivery and provide:

  • Photos and videos of the external packaging;
  • Photos and videos of the shipping label;
  • Photos and videos of the internal packaging;
  • Photos and videos of the damaged product.

We will review the evidence and determine the appropriate solution.

6. Non-Returnable Items

The following products are generally non-returnable unless they arrive damaged, defective, or incorrect:

  • Opened Trading Card Game products
  • Opened booster packs
  • Opened booster boxes
  • Opened displays
  • Singles that have been altered after delivery
  • Products damaged by the customer
  • Products showing signs of use, modification, tampering, or alteration

7. Refunds

Once your return or claim has been reviewed and approved, we will notify you of the outcome.

If a refund is approved, the refund will generally be issued to the original payment method used for the purchase.

The time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or payment processor.

Shipping costs may be non-refundable unless the return is the result of an error made by K TCG BACOLOD or another circumstance for which we are responsible.

8. Return Shipping

If the return is approved because K TCG BACOLOD shipped the wrong product or the product was damaged or defective upon arrival, we may provide instructions for returning the item.

For returns requested for reasons not covered by this policy, the customer may be responsible for return shipping costs.

Returned products must be securely packaged. K TCG BACOLOD is not responsible for damage caused by inadequate packaging during a customer-initiated return.

9. International Orders

K TCG BACOLOD accepts orders from international customers.

Customers are responsible for ensuring that the products they order can legally be imported into their destination country.

International orders may be subject to:

  • Customs duties;
  • Import taxes;
  • VAT or other local taxes;
  • Customs clearance fees.

These charges are generally the responsibility of the customer unless otherwise stated at checkout.

K TCG BACOLOD is not responsible for delays caused by customs, import restrictions, incorrect delivery information, or circumstances outside our control.

10. Refused or Undeliverable Packages

If an international package is refused by the recipient or returned because of an incorrect or incomplete address, the customer may be responsible for the original shipping costs, return shipping costs, customs charges, and other applicable fees.

Any refund will be processed after the returned package has been received and inspected.

11. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already been processed, packed, or shipped may not be cancellable.

Once an order has been shipped, it will generally be treated as a return request under this policy.

12. Evidence Requirements

For certain refund or return requests, K TCG BACOLOD may require sufficient visual evidence to verify the condition of the package and product.

Photos and/or videos may be required before a refund, replacement, or return is approved.

For damaged or potentially tampered packages, an unboxing video may be required. The video should clearly show:

  1. The unopened package;
  2. The shipping label;
  3. The condition of the external packaging;
  4. The opening of the package;
  5. The internal packaging;
  6. The product and its condition.

Videos should be continuous and unedited whenever possible.

Failure to provide requested photos or videos may make it impossible for K TCG BACOLOD to properly verify the claim and may affect the eligibility for a refund or replacement.

13. How to Request a Return or Refund

Please contact us through the contact information provided on our website and include:

Order Number:
Full Name:
Email Address:
Product:
Reason for Request:
Photos and/or Videos:

Our team will review your request and provide further instructions.

14. Contact

K TCG BACOLOD
Hervias Heritage Square
Burgos Ave, Barangay Villamonte
Bacolod City, 6100
Negros Occidental, Philippines

For return and refund inquiries, please contact us through the contact details provided on our website.

K TCG BACOLOD reserves the right to review each return or refund request individually and to request additional information when necessary.