Refund policy

TCG Mana Vault Limited, trading as TCG Mana Vault, is a small owner-operated New Zealand business. We want to sort out genuine order problems fairly and without unnecessary back-and-forth.

1. Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other rights that cannot legally be excluded.

Products sold to New Zealand consumers must be of acceptable quality, match their description, be fit for their usual purpose, and arrive within an agreed or reasonable time. If these guarantees are not met, you may be entitled to a repair, replacement, refund, or another remedy depending on the circumstances.

2. Faulty, damaged, incorrect or missing items

Please email support@tcgmanavault.com as soon as reasonably possible if an item:

- arrives damaged;
- is faulty;
- is materially different from its description;
- is not the item or quantity you ordered; or
- does not arrive.

Include your order number and a clear description of the issue. Photos of the item, its packaging and the shipping label can help us resolve transit damage or a packing mistake quickly. Asking for photos does not remove your legal rights.

Please keep the product and its packaging while we assess the issue. Do not send anything to our home-based fulfilment address without contacting us first; we will provide return instructions where a return is required.

If the Consumer Guarantees Act or another applicable law requires a remedy, we will provide it at no charge. When a return is reasonably required for a valid fault or error, we will arrange or reimburse reasonable return shipping costs.

3. Trading cards, graded cards and sealed products

Raw trading-card condition involves some judgement. A small difference of opinion about condition is not automatically a fault, but we will put things right where a card is materially misgraded or materially different from its listing.

Graded cards are sold using the grade and certification assigned by the named third-party grading company. Sealed or randomised products do not guarantee a particular card, rarity, pull rate or market value. Not receiving a desired pull is not a product fault. This does not affect your rights if an item is counterfeit, damaged, incomplete, faulty or materially misdescribed.

Opening sealed packaging can make it harder to establish a change-of-mind return, but it does not remove rights relating to a genuine fault or other breach of a statutory guarantee.

4. Change-of-mind returns

We are not required to provide a refund or exchange if you simply change your mind, find the item cheaper elsewhere, or the market value of a collectable changes after purchase.

Because trading cards and collectables can change in value and condition quickly, we do not guarantee change-of-mind returns for singles, graded cards, opened sealed products, gift cards, sale items, pre-orders or special-order items.

We may consider a request involving an unopened, unused item in its original saleable condition on a case-by-case basis. Contacting us does not guarantee approval. If we approve a change-of-mind return, you are responsible for safe return delivery and its cost, and the original shipping charge is not refundable unless we agree otherwise.

5. Cancelling or changing an order

Contact us promptly if you need to change an address or cancel an order. We will try to help, but we cannot guarantee changes once an order has been packed, booked with a courier or dispatched.

Pre-order release dates and supplier allocations can change. If we cannot supply a pre-order, we will offer an appropriate replacement with your agreement or refund the unavailable item. Change-of-mind cancellation of a pre-order is not guaranteed.

6. Refunds and Mana Vault Rewards

Approved refunds are returned to the original payment method unless another method is required or agreed. Payment providers and banks may take additional time to show the credit after we process it.

Refunded or cancelled eligible spend is deducted from your Mana Vault Rewards progress. If a refund means a Vault reward was no longer earned, an unused reward code may be deactivated. A reward already used may be taken into account when calculating the appropriate refund, to the extent permitted by law. This does not reduce any remedy you are legally entitled to receive.