RETURN & REFUND POLICY

Last Updated: August 1, 2026

At Soul TCG, we want our customers to have a great experience while protecting the condition, authenticity and integrity of the collectible products we sell.

This policy applies to purchases made directly through SoulTCG.com and at Soul TCG locations, unless a product, promotion, event or other transaction specifically states different terms.

Purchases made through third-party marketplaces, including Whatnot, are also subject to the applicable policies and procedures of that platform.

1. ONLINE ORDER CANCELLATIONS

Online orders may be cancelled within 15 minutes of the order being placed.

To request a cancellation, contact:

soultcg.canada@gmail.com

Please include your order number.

The 15-minute cancellation window is the customer's opportunity to review and correct an online order.

After 15 minutes, cancellation is no longer guaranteed. Soul TCG may have begun processing, allocating, packing or otherwise fulfilling the order, and we may be unable to cancel or alter it.

Once an order has shipped, it cannot be cancelled.

Approved cancellations within the applicable cancellation window will be refunded to the original payment method.

2. ONLINE RETURNS — 14 DAYS

Eligible merchandise purchased online may be returned within 14 calendar days of delivery or local pickup, subject to all restrictions in this policy.

The 14-day period is not a blanket return right and does not apply to products designated as final sale.

To qualify for an eligible return, the product must be:

• Unused;
• In its original condition;
• In proper, resalable condition;
• Complete with all original components;
• Free from damage, alteration or tampering; and
• Returned with applicable original packaging and accessories.

Soul TCG must authorize the return before anything is shipped back.

Do not send merchandise back without receiving return instructions from Soul TCG.

Unauthorized returns may be refused.

3. TRADING CARD GAMES (TCG)

ALL TCG PRODUCTS ARE FINAL SALE.

Due to the randomized, collectible and condition-sensitive nature of trading card game products, no change-of-mind returns, refunds or exchanges are accepted for TCG products.

This includes, without limitation:

• Pokémon TCG;
• One Piece Card Game;
• Yu-Gi-Oh!;
• Magic: The Gathering;
• Digimon;
• Disney Lorcana;
• And other products that Soul TCG identifies as TCG products.

This applies to sealed and opened TCG products.

A TCG purchase cannot be returned because a customer:

• Changed their mind;
• No longer wants the product;
• Dislikes the artwork;
• Is unhappy with the contents;
• Did not receive a desired card;
• Did not receive a chase card;
• Believes the product was poor value;
• Finds the market value has changed;
• Finds a different store selling it for less; or
• Has any other ordinary buyer-remorse reason.

TCG products are eligible for a remedy only where there is a legitimate issue involving the product or fulfillment, such as:

• Soul TCG shipped the wrong product;
• An advertised item or component is missing;
• The product arrived materially damaged;
• The product is defective;
• The product materially differs from what was purchased; or
• Another qualifying error occurred on the part of Soul TCG.

4. SEALED PRODUCTS

Sealed TCG products are FINAL SALE.

Opening a sealed TCG product does not create a return period.

This includes, without limitation:

• Booster packs;
• Booster boxes;
• Booster bundles;
• Elite Trainer Boxes;
• Collection boxes;
• Premium collections;
• Tins;
• Blisters;
• Sleeved boosters;
• Decks;
• Displays;
• Cases; and
• Other factory-sealed TCG products.

A sealed product may only qualify for a refund, replacement, store credit or other remedy where there is a legitimate issue with the product or fulfillment.

Minor Packaging Damage

Minor cosmetic imperfections to exterior packaging do not automatically qualify as damage.

This may include:

• Small dents;
• Corner wear;
• Minor creases;
• Scuffs;
• Scratches;
• Small tears in shrink wrap;
• Loose or imperfect shrink wrap;
• Minor wrap holes; or
• Other superficial packaging imperfections.

Such imperfections may occur during manufacturing, warehousing, distribution and transportation and do not necessarily affect the integrity of the product or its contents.

A product purchased specifically for pristine display condition is not guaranteed to arrive without minor cosmetic packaging imperfections.

This approach is consistent with the sealed-product disclaimers used by Magikart and other collectible retailers.

5. MANUFACTURER DEFECTS & MISSING CONTENTS

Where a newly opened sealed product contains a genuine manufacturer defect, missing card, printing issue or missing component, Soul TCG may direct the customer to the applicable manufacturer or publisher for resolution.

Many manufacturers operate their own replacement and quality-assurance programs.

Soul TCG may assist with identifying the appropriate manufacturer process but does not guarantee that a manufacturer will approve a claim.

A manufacturer defect does not automatically create a return right against Soul TCG.

6. COLLECTIBLE CARD GAMES (CCG)

CCG products identified by Soul TCG as returnable are eligible for return within 14 days, provided they satisfy all return requirements.

Eligible CCG products must be:

• Unopened where applicable;
• Unused;
• In proper, resalable condition;
• Complete;
• Undamaged;
• Unaltered; and
• In their original packaging where applicable.

Products that have been opened, played, used, assembled, altered, damaged or otherwise made non-resalable may be refused.

Soul TCG reserves the right to inspect all returned CCG products before approving a refund.

A product's classification as returnable CCG merchandise is determined by the applicable product listing or Soul TCG's internal product classification.

7. SINGLES & INDIVIDUAL TRADING CARDS

Trading card singles are FINAL SALE.

Singles cannot be returned because of:

• Buyer remorse;
• Change of mind;
• Changes in market value;
• Price fluctuations;
• Changes in demand;
• Disagreement with market value;
• Disagreement with condition;
• Personal grading standards;
• Resale expectations; or
• Changes in collecting preferences.

A single may qualify for a remedy where Soul TCG:

• Sent the wrong card;
• Materially misrepresented the card;
• Sent a materially different item; or
• The card arrived materially damaged due to a fulfillment or shipping issue.

Any approved return must be the same card and in the same condition in which it was shipped.

Soul TCG may reject a return showing evidence of:

• Play;
• Handling damage;
• Bending;
• Creasing;
• Surface damage;
• Marking;
• Alteration;
• Trimming;
• Cleaning;
• Tampering;
• Substitution; or
• Any other condition change after shipment.

8. GRADED CARDS

Graded cards are FINAL SALE.

Graded cards cannot be returned because of:

• Changes in market value;
• Changes in grading-company opinions;
• Population reports;
• Price fluctuations;
• Buyer remorse;
• Changes in collecting preferences; or
• Disagreement with the assigned grade.

A graded card may qualify for a remedy where Soul TCG shipped the wrong item, the item arrived materially damaged, or Soul TCG made a material listing or fulfillment error.

9. MYSTERY PRODUCTS, REPACKS & RANDOMIZED PRODUCTS

Mystery products, repacks, randomized products, mystery packs, custom randomized bundles and similar products are FINAL SALE.

Once opened, they cannot be returned because of the contents received or their perceived value.

This includes circumstances where a customer:

• Did not receive a desired card;
• Did not receive a chase;
• Received a lower-value item;
• Dislikes the contents;
• Believes the contents were not worth the purchase price; or
• Changed their mind.

Where the advertised contents were not supplied or a genuine fulfillment issue occurred, Soul TCG may investigate.

10. LIVE SALES, BREAKS, RIP & SHIP, WHEELS & EVENTS

Purchases made through:

• Live sales;
• Breaks;
• Rip & Ship;
• Wheels;
• Randomized games;
• Mystery events;
• Pull games;
• Live auctions; or
• Similar interactive or randomized formats

are FINAL SALE, subject to the specific rules of the event and the policies of the applicable third-party platform.

Completed randomized outcomes cannot be reversed because a customer dislikes the result, receives an undesired item, or changes their mind.

Whatnot purchases are additionally governed by the applicable Whatnot policies.

11. SALE, CLEARANCE & DISCOUNTED PRODUCTS

Unless a product listing or promotion expressly states otherwise:

Products purchased during a sale, clearance promotion, special event, or using a discount code are FINAL SALE.

This includes products purchased with:

• Promotional codes;
• Discount codes;
• Sitewide sales;
• Category sales;
• Clearance pricing;
• Flash sales;
• Black Friday promotions;
• Cyber Monday promotions;
• Boxing Day promotions;
• Release promotions; or
• Other temporary promotional pricing.

Promotional products remain subject to the provisions concerning defective, damaged or incorrectly supplied merchandise.

This follows the strongest restriction found in Hobbiesville's policy, where sale and discount-code purchases are final sale.

12. PRE-ORDERS

Pre-orders may have separate cancellation, refund, release and fulfillment conditions.

The terms displayed on the applicable pre-order product page or promotion form part of the transaction.

Once a pre-order has entered its applicable release or fulfillment period, cancellation may no longer be available.

Pre-order cancellations, where permitted, may be subject to a restocking, processing or other applicable fee or may be offered as store credit rather than a refund to the original payment method, where stated in the applicable pre-order terms.

The 15-minute online cancellation window does not guarantee cancellation of a pre-order after the applicable pre-order-specific terms take effect.

13. IN-STORE PURCHASES

All in-store purchases are FINAL SALE once the customer leaves the store with the merchandise, subject to applicable law.

If a customer changes their mind, they may request a return before leaving the store.

Once the customer has left the store with the merchandise, change-of-mind returns are not accepted.

This does not remove any rights relating to defective, damaged, incorrectly supplied or otherwise legally protected merchandise.

14. FAN ART, CUSTOM & PERSONALIZED PRODUCTS

Custom, personalized, handmade, made-to-order and otherwise specially prepared products are FINAL SALE.

These products are eligible for a remedy only where they arrive damaged, defective, incorrectly supplied or materially different from what was ordered.

15. DAMAGED, DEFECTIVE, MISSING OR INCORRECT ORDERS

Customers must inspect their order promptly upon delivery or pickup.

Any claim involving:

• Damage;
• Defective merchandise;
• Missing items;
• Incorrect products;
• Incorrect quantities; or
• Merchandise materially different from the order

must be reported to Soul TCG within 7 calendar days of delivery or pickup.

Claims submitted after this period may be refused except where applicable law requires otherwise.

To report an issue, contact:

soultcg.canada@gmail.com

Include:

• Order number;
• Description of the issue;
• Photographs of the product;
• Photographs of the packaging; and
• Photographs of the shipping label where applicable.

For shipping damage, Soul TCG may require photographs of the outer shipping package before any resolution is offered.

Do not discard the product, packaging, inserts or other materials until Soul TCG has completed its review.

This seven-day reporting structure reflects the defined issue-reporting periods used by Danireon and Imaginaire, while Hobbiesville uses an even stricter 24-hour requirement for damaged/missing merchandise.

16. SHIPPING DAMAGE & COSMETIC IMPERFECTIONS

Not every package imperfection constitutes product damage.

Minor dents, scuffs, corner wear, shrink-wrap imperfections and similar cosmetic issues may occur during manufacturing, distribution or shipping and do not automatically qualify for a refund, replacement or discount.

For sealed TCG products, cosmetic exterior damage that does not materially affect the contents generally does not qualify as a return reason.

Where Soul TCG determines that merchandise was materially damaged during shipping, an appropriate remedy may be provided.

17. RETURN SHIPPING

For approved change-of-mind returns on eligible merchandise, the customer is responsible for return shipping costs.

The customer is also responsible for the risk of loss or damage while shipping an authorized return to Soul TCG.

We strongly recommend using a tracked service and retaining proof of shipment.

For merchandise returned because Soul TCG sent the wrong item or because Soul TCG determines that a product qualifies for a return due to a legitimate fulfillment issue, Soul TCG may cover reasonable return-shipping costs.

18. ORIGINAL SHIPPING CHARGES

Original shipping charges are non-refundable for ordinary change-of-mind returns.

Where a return causes an order to fall below a promotional free-shipping threshold, Soul TCG may deduct the applicable original shipping charge from the refund.

A carrier delay does not automatically create an entitlement to a refund of shipping charges.

19. RETURN INSPECTION

All authorized returns may be inspected before a refund is issued.

Soul TCG may refuse a return where merchandise:

• Is not in the condition in which it was sold;
• Has been opened where opening makes it ineligible;
• Has been used;
• Has been damaged after purchase;
• Has been altered;
• Has been tampered with;
• Has been substituted;
• Is missing packaging or components;
• Is not authentic; or
• Is otherwise materially different from the item originally sold.

For collectible merchandise, condition matters.

20. PRODUCT SUBSTITUTION & FRAUD PROTECTION

Because collectibles can be individually identifiable and condition-sensitive, Soul TCG may document products before shipment.

Documentation may include:

• Photographs;
• Condition records;
• Serial numbers;
• Grading information;
• Product identifiers;
• Packaging details; or
• Other fulfillment records.

Soul TCG may compare a returned item against our fulfillment records.

A customer who returns a different item, substitutes cards, alters merchandise, or submits a knowingly fraudulent damage or defect claim is not eligible for a refund.

Soul TCG reserves the right to report suspected fraud to applicable payment processors, marketplace operators, carriers or authorities where appropriate.

21. REFUNDS

Approved refunds will generally be issued to the original payment method.

Refunds are processed after any required inspection has been completed.

Depending on the payment provider, it may take additional time for a refund to appear in the customer's account.

Soul TCG is not responsible for delays imposed by banks, credit-card companies, payment processors or other financial institutions after the refund has been initiated.

22. STORE CREDIT

Where a store-credit resolution is offered or selected, store credit may be issued electronically.

Unless required by law or otherwise expressly stated:

• Store credit is not transferable;
• Store credit cannot be redeemed for cash; and
• Store credit does not expire unless a valid expiration is expressly stated and permitted by law.

Store credit issued for a return does not create a general right to return final-sale merchandise.

23. QUANTITY LIMITS

Certain products may have purchase limits.

If a customer exceeds a stated purchase limit, Soul TCG may:

• Cancel excess quantities;
• Cancel the affected order;
• Cancel related orders;
• Refund affected products; or
• Restrict future purchases

where reasonably necessary to enforce the stated limit.

Customers are responsible for complying with all product-specific quantity restrictions.

Attempts to circumvent quantity limits using multiple accounts, addresses, payment methods or other methods may result in cancellation of affected orders.

This mirrors the explicit quantity-limit enforcement used by Danireon and Magikart.

24. THIRD-PARTY MARKETPLACE PURCHASES

Purchases made through third-party marketplaces, including Whatnot, are subject to the applicable marketplace's return, refund, dispute and buyer-protection rules.

Soul TCG's website return policy does not override those marketplace rules.

Where a third-party platform requires disputes to be handled through its own system, customers must follow the platform's applicable process.

25. INTERNATIONAL ORDERS

International customers are responsible for applicable:

• Customs duties;
• Import taxes;
• Brokerage fees;
• Government charges; and
• Other destination-country fees

unless expressly stated otherwise.

Refusing or abandoning an international package because of customs charges does not automatically qualify the order for a full refund.

Any shipping, return-shipping, customs, carrier or other costs incurred by Soul TCG may be deducted from a refund where permitted by law.

26. RETURN AUTHORIZATION REQUIRED

All returns require prior authorization from Soul TCG.

Customers must not mail merchandise back using an address found elsewhere on the internet, an old invoice, a carrier label or any other source unless Soul TCG has specifically instructed them to do so.

Unauthorized returns may be rejected, delayed or returned to the sender.

27. CUSTOMER RESPONSIBILITY

Customers are responsible for:

• Reviewing products before purchase;
• Reviewing applicable final-sale designations;
• Entering accurate shipping information;
• Reviewing quantities before checkout;
• Selecting the correct product and variation;
• Inspecting deliveries promptly; and
• Following the procedures in this policy.

By completing a purchase, the customer acknowledges that they have had an opportunity to review the applicable product and transaction terms.

28. NO PRICE ADJUSTMENTS

Soul TCG does not guarantee price adjustments after purchase.

A later price reduction, promotion, sale, coupon or market-price change does not automatically entitle a customer to a refund of the difference.

Any price-adjustment offer made by Soul TCG is discretionary and may have separate terms.

29. POLICY EXCEPTIONS

Soul TCG may, at its discretion, provide a customer-service exception or other accommodation.

Any exception is voluntary and does not create a precedent, ongoing entitlement or amendment to this policy.

Repeated exceptions are not guaranteed.

30. CONSUMER RIGHTS

Nothing in this policy is intended to exclude or restrict any statutory right, warranty or remedy that cannot legally be excluded or restricted under applicable law.

Where applicable law provides a customer with a non-waivable right or remedy, that legal right prevails.

31. CONTACT

For return, refund or order issues:

Soul TCG
Ottawa, Ontario, Canada

Email: soultcg.canada@gmail.com
Phone: 343-550-4950

Please include your order number in all order-related correspondence.

Cards With Soul. Canada's Cozy Chaos Collector's Community.