Refund policy

Return, Refund & Cancellation Policy

Last updated: October 9, 2026

We want you to receive the collectible you ordered, in the condition described. Contact info@zardocards.com with your order number whenever something is wrong.

1. Change-of-mind purchases

Collectibles are final sale for change-of-mind purchases. We do not offer routine returns or exchanges because you no longer want an item, its market value changes, you dislike the contents of a randomized product, or you expect a different grading result. Review the product, language, edition, condition and quantity before ordering. This rule does not remove your rights for an incorrect, missing, defective or misdescribed item, or any other remedy required by applicable law.

2. Shipping protection and refund eligibility

Zardo shipping protection is priced at 3% of the order amount shown at checkout. Customers who purchased it with their order are eligible to request a refund under that protection for a covered, verified loss or transit-damage claim, subject to the protection terms disclosed before purchase. A refund is not automatic solely because protection was purchased: we review the shipment, evidence and applicable coverage.

Without shipping protection, requests for discretionary compensation for delivery issues are reviewed case by case; a discretionary refund is not guaranteed. This distinction applies to our additional protection program only. It does not make legally required refunds conditional on buying protection, and it does not excuse an error in the item we send.

3. Missing, incorrect or damaged items

Please contact us as soon as possible, preferably within seven days of delivery. We request supporting evidence for every claim. Include your order number, a description of the issue and clear photos of the item, shipping label, packaging and package contents where applicable. For non-delivery, relevant evidence can include tracking information, delivery notices and confirmed delivery instructions; a photo of an item you never received is not required. Keep the packaging while we investigate. If photos are unavailable, explain what happened so we can assess other evidence. The seven-day reporting request helps us investigate promptly; it is not a deadline that extinguishes statutory rights.

The product page, including the selected variant, title, photos and description, is the reference for what you ordered. If we send the wrong item or make a listing or fulfillment error, we will work directly with you to correct it, whether or not you purchased shipping protection. We will review the order and available evidence. Depending on the issue, the solution may include supplying the missing item, replacing an incorrect or damaged item, or refunding the affected item. A partial refund may be offered if you agree to keep an item with disclosed damage. We will explain the amount and obtain your agreement. For minor packaging damage, an adjustment is often around 15% of the affected item’s price, depending on its loss of value. This is not a fixed entitlement or cap. Severe damage or destruction may justify compensation up to the full price paid for the affected item after review.

If we discover an inventory or condition problem before shipping, we will contact you about the available options. A substitute, price difference, waiting period or store credit requires your agreement. When we cannot supply an item and you do not accept an alternative, we will refund the unavailable item and confirm arrangements for the rest of the order.

4. Returning an item to resolve a problem

Contact us before sending a return so we can provide instructions and the correct address. This request does not prevent a return or remedy available under applicable law. Where a return is needed because of our error or a confirmed defect, we will arrange the return or cover reasonable required return costs. Do not open additional sealed contents or alter an item after identifying a problem. Opening an item does not automatically eliminate a valid claim about a defect or an issue that could only be discovered after opening.

5. Cancellation and order changes

Contact us immediately if you need to cancel or change an order. We will try to stop an order before fulfillment, but requests are not guaranteed because processing may begin shortly after purchase. A request within 24 hours does not guarantee cancellation after fulfillment has started. Once dispatched, an order generally cannot be recalled for a change of mind. Statutory cancellation rights continue to apply.

We may pause an order for a payment or security review. If we cannot complete the order, we will inform you and refund payments collected for the cancelled items. Contact us if you are unable or unwilling to complete a requested verification; we will review cancellation options.

6. Refund method and timing

We generally propose store credit first for an agreed claim resolution. We explain the credit amount and obtain your agreement before issuing it. A replacement also requires your agreement. We do not impose store credit instead of a monetary refund required by applicable law. Approved monetary refunds are issued to the original payment method wherever possible. We will confirm the affected order, items and refund amount. Taxes and shipping charges are included or adjusted where required by law or by the agreed resolution; a refund of one item does not necessarily cancel the entire order.

After a refund is issued, our support team generally advises allowing one to five business days for it to appear on your statement, although your bank or payment provider may take longer. This banking delay is separate from our obligation to issue the refund within any applicable legal deadline. If it does not appear, contact us so we can verify the transaction.

7. Support, delivery issues and legal rights

We answer support emails Monday to Friday; support is closed on weekends, and Canadian or Québec public holidays may affect response times. We manage delivery problems with UPS and our representative and do our best to facilitate resolution, but cannot guarantee UPS investigation timelines.

For delayed, lost or undelivered shipments, see our Shipping Policy. Optional shipping protection does not replace our legal obligations. Nothing in this policy excludes mandatory consumer guarantees, cancellation rights, refund rights or other protections under applicable law. The policy in effect when you order applies to that order, subject to those rights.