Return and Refund Policy

Last updated 31 July 2023.

General

Due to the sensitive nature of collectibles, and in line with other marketplaces in the hobby, all product refunds must be requested within 3 days of delivery.

To request a refund, for registered users: simply go to your Order History, select the appropriate order, and choose the “refund” option for the product(s) you would like to request a refund for. Please include your reason for requesting a refund.

For unregistered (“guest”) users: use our Contact page to send us a message indicating that you’d like to request a refund. Please include the order # and your reason for requesting a refund.

Refunds for Damage, Misstatement, or Wrong Product Received

We will issue a full refund for any product that:

  • arrives damaged (not including box or packaging damage)
  • arrives not as described on our site
  • was not the actual product you ordered

When opening the refund request, please include photos that depict your reason for opening the refund request (e.g. product damages).

Upon review and acceptance of your refund request, you will be issued a shipping label to return the product(s) to us. You must ship the product(s) back to us by the given return date. We will not issue refunds for products shipped back to us after the specified return date.

Once we’ve received the product(s), we will review them and, if satisfactory, will issue a full refund for the product(s). Please allow up to 14 business days for the review and refund process to complete.

Refunds for Orders not Received

Very rarily, a package may become lost in the mail system. In such cases, we will work with the responsible mail carrier to try to locate and deliver the lost package. If the package is still unable to be recovered and delivered, then we will issue a full refund to the customer for the non-delivered product(s). The customer must be willing to comply with any 3rd party insurance policies in order to receive a refund.

One of the following must be true in order for us to process a refund for a lost or non-received order:

  • The buyer is in the US, it has been at least 14 days since the order was shipped and there has been no tracking scan indicating the order was delivered.
  • The buyer is outside the US, it has been at least 30 days since the order was shipped and there has been no tracking scan indicating the order was delivered.

Please allow up to 14 business days for us to review your request and issue a refund for a lost package.

Refunds for Other Reasons

Card Singles

Due to the sensitive and valuable nature of trading card singles, we will not honor refund requests for anything other than the reasons stated in the above sections.

Sealed Product

Holofoiled will honor refund requests for reasons other than those listed above, providing the product(s) meet all of the following criteria:

  • the refund request is opened within the timeframe stated at the beginning of this Policy
  • the product packaging is unopened and if it was sealed, remains sealed
  • the product has not been damaged, altered, or used by the customer

If your return request is approved, please package the product(s) securely and ship them back to us using the sender address on the original packaging label or one we provide to you in the return request. Please make sure to ship on or before the “return by” date that we provide to you. Failure to ship the product(s) back to us within this time frame will void the refund request. Please be sure to fully insure the return package as we will not be responsible for damage in transit or lost packages.

Once we’ve received the product(s), we will review them and, if satisfactory, will issue a refund for the product(s). Please note that the refund will not include original shipping and may be subject to fees, including a variable restocking fee. Please allow up to 14 business days for the review and refund process to complete.

Other Requirements

It’s important to inspect your product thoroughly when you receive it. Returned products that meet any of the following criteria may be disqualified from being refunded:

  • product shows signs of use
  • product shows damage or alterations that were not noted in the original refund request

Additionally, remember: all refund requests must be made within the time frame specified at the beginning of this Policy. Once approved, your return shipment must be made on or by the return date specified in your return.