Refund policy
At CardOrbit, we want our customers to have confidence when purchasing Pokémon trading cards, collectibles, accessories, and related products from our store.
This Return and Refund Policy explains our procedures for returns, refunds, cancellations, damaged products, and incorrect orders.
Nothing in this policy is intended to limit or exclude any mandatory consumer rights that apply under applicable law.
1. Return Eligibility
Where permitted by applicable law, customers may request a return for eligible products within the applicable return period.
To request a return, please contact us before sending any item back:
Email: contact@CardOrbit.shop
Phone: +1 (479) 345-1674
Please include:
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Your order number
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The email address used for the order
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The product you wish to return
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The reason for the return
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Photos where relevant
We will provide return instructions when a return is approved or otherwise required by applicable law.
2. Condition of Returned Products
Unless a different condition is required by applicable law, returned products should be sent back in their original condition.
Where applicable, products should include:
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Original packaging
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Seals and protective materials
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Accessories
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Promotional items
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Any included documentation
Customers may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to inspect the product, to the extent permitted by law.
3. Sealed Trading Card Products
Because sealed Pokémon trading card products are collectible items, customers should carefully inspect their purchase before opening it.
Once a sealed product has been opened, its resale value and condition may be affected.
Returns of opened sealed collectible products may be restricted where permitted by applicable law, including where the product is no longer in its original condition.
This does not affect any mandatory statutory rights relating to defective, damaged, counterfeit, or incorrectly supplied products.
4. Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible.
We recommend taking clear photographs of:
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The shipping box or envelope
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Any visible damage
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The internal packaging
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The affected product
After reviewing the issue, we may offer an appropriate remedy, which may include a replacement, repair where applicable, refund, or another solution available under applicable law.
5. Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, contact us promptly at contact@CardOrbit.shop.
Please provide your order number and photographs of the package and products received where possible.
We will investigate the issue and, where appropriate, arrange a replacement, refund, or other applicable remedy.
6. Defective or Faulty Products
If a product is defective or does not conform to the applicable legal requirements, please contact us.
Depending on the circumstances and applicable law, you may be entitled to remedies such as repair, replacement, price reduction, refund, or other statutory remedies.
Nothing in this policy limits mandatory legal warranty or conformity rights.
7. Refunds
Once an approved return has been received and inspected, we will determine whether a refund is appropriate.
Approved refunds will generally be issued to the original payment method used for the purchase, unless another method is required or agreed upon.
The time required for the refund to appear in your account may depend on your bank or payment provider.
8. Shipping Costs for Returns
Return shipping costs depend on the reason for the return and applicable law.
Where a return is required because we supplied an incorrect, defective, damaged, or otherwise non-conforming product, CardOrbit will handle return costs as required by applicable law.
For voluntary returns that are not required by law, the customer may be responsible for return shipping costs.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to cancel an order before it is shipped.
Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.
Nothing in this section limits any statutory cancellation or withdrawal rights available under applicable law.
10. Statutory Withdrawal Rights
For customers who have a statutory right of withdrawal or cancellation under applicable consumer law, that right remains unaffected by this policy.
Where such a right applies, customers will receive the legally required information regarding the withdrawal period, procedure, exceptions, and associated costs.
Certain products may be subject to statutory exceptions depending on their nature and applicable law.
11. Pre-Orders
Pre-order cancellations and refunds are subject to applicable law and the specific terms provided at the time of purchase.
If a pre-order cannot be fulfilled, CardOrbit will contact the affected customer and provide an appropriate solution, including a refund where applicable.
12. Non-Returnable Items
Certain products may not be eligible for voluntary returns where permitted by applicable law, including products that:
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Have been personalized or specially prepared for a customer
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Have been opened where an applicable legal exception permits exclusion
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Cannot be returned for hygiene or other legally recognized reasons
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Are otherwise excluded by applicable law
Mandatory statutory rights concerning defective, damaged, incorrectly supplied, or non-conforming products are not affected.
13. Refund Processing Time
Once a refund has been approved, CardOrbit will process it within a reasonable period.
Your bank or payment provider may require additional time before the refunded amount appears in your account.
If you have not received an expected refund after a reasonable period, please contact us.
14. Fraudulent or Abusive Returns
CardOrbit reserves the right to investigate suspected fraudulent or abusive return activity.
Where permitted by law, we may decline requests that involve fraudulent activity, repeated abuse of return procedures, or materially misleading information.
This does not affect legitimate statutory consumer rights.
15. Contact Us
For return, refund, cancellation, or product-related questions, please contact:
CardOrbit
Hedemannstasse 68
79685 Häg-Ehrsberg
Germany
Email: contact@CardOrbit.shop
Phone: +1 (479) 345-1674