Refund policy

MISSING ORDER

Most orders arrive on time, but on rare occasions parcels can be delayed or lost within the carrier network.

If your parcel has not arrived within 48 hours of the expected arrival date, please contact us as soon as possible using our Customer Service Form. Our team will review the tracking information and begin the claims process with the carrier where required.

Please note that you may be asked to complete and sign a Confirmation of Non-Receipt Form to support a lost in transit claim.

UNWANTED ITEM

Unwanted items can be returned for a full refund as long as the return request is raised within 30 days of receiving your order.

Items must be sealed, unopened, unused and in their original retail packaging. For sealed trading card products, this includes any original shrink wrap, security seals or manufacturer packaging where applicable.

To start a return, please complete our Customer Service Form. A member of our team will provide a Return Authorisation Number (RAN) and instructions on how to complete your return.

Please do not return items without a Return Authorisation Number (RAN), as this may delay your refund or make it harder for us to identify your return.

Customers are responsible for return postage costs for unwanted items unless the item is faulty, damaged, incorrect or not as described.

This does not affect your statutory rights.

ORDER ARRIVED NOT AS DESCRIBED

Wrong Item / Damaged Item / Missing Parts / Not as Described

We are sorry if your order has not arrived as expected. If your item is damaged, incorrect, missing parts or not as described, please complete our Customer Service Form and a member of our team will be in touch to help resolve the issue.

To help us review your case quickly, please include your order number, a clear description of the issue and photos of the item, packaging and delivery box where relevant.

Where an item is confirmed to be faulty, damaged, incorrect or not as described, we will discuss the available resolution with you, which may include a replacement, refund or return.

Alternatively, you can email us at contact@obsidia-tcg.store.