Mask of Memory [Planechase]

Refund Policy

We do not accept refunds on single cards due to fluctuations in the singles market, there are a few exceptions to this:

• If the condition of the cards are not as stated then you have 14 days (28 internationally) from the time the cards arrive to you to contact us via email (support@tcgcollectornz.com) or a message to our Facebook page (https://www.facebook.com/TCGCollectorNZ).
  • In the case that you contact us to let us know a card is in a condition different to what was ordered, we will need to verify the card’s condition does differ from stated and we may ask that you send the card back to us (we will cover the shipping costs) and we will either send you out a replacement card¹ or in the event that we cannot supply a replacement we will issue a full refund.
• If the card received is different to the card ordered then you have 14 days (28 internationally) from the time the cards arrive to you to contact us via email (support@tcgcollectornz.com) or a message to our Facebook page (https://www.facebook.com/TCGCollectorNZ).
  • In the case that you receive an incorrect card, we will check our stock levels and confirm there has been a mistake on the order, we then will have you ship the incorrect cards to us, and we will ship the correct cards out to you¹ (we will cover any shipping costs incurred due to this), in the event we cannot send out the correct items we will issue you a full refund.
  • This policy also applies for if incorrect sealed product is received.
    • Sealed product includes but is not limited to sealed boxes / packs of cards and accessories such as binders, deck boxes, sleeves, etc.
  • In the event that you place multiple orders and pay shipping on them all, we may combine these orders into one shipment.
    • If we do this, you will be refunded the cost of the excess shipping in either Store Credit (in the form of a gift card code) or a discount code for free shipping on your next order.
• We do not accept change of mind refunds on sealed products.

Refunds regarding orders lost in shipping:

If your order is lost by the courier company whilst in shipping we will look into refunding you based upon the below criteria.

Orders within New Zealand:

• If your order is within New Zealand and is lost by NZ Post / NZ Couriers then we will make a claim on the shipment.
  • If the claim is accepted, then we will either refund you the full amount of the order or we will try to resend the order if we have the stock.
  • If the claim is denied, then we may refund the order with Store Credit in the form of a Gift Card Code or resend the order, this is at our discretion only and done on a case-by-case basis.
  • Note that claims can take up to 1 month to resolve, we will keep in contact with you during this time as updates come to us from NZ Post / Courier Post.

Orders outside of New Zealand:

• If your order is outside of New Zealand and is lost by the applicable post company, then we will make a claim on the shipment.
  • If the claim is accepted, then we will either refund you the full amount of the order or we will resend the order if we have the stock available.
  • If the claim is denied, then we may refund the order with Store Credit in the form of a Gift Card Code or resend the order, this is at our discretion only and done on a case-by-case basis.
  • Orders placed with Untracked shipping are not eligible for any compensation of any sort.

If you have any questions about our refund policy, please don’t hesitate to contact us on our email (support@tcgcollectornz.com) or Facebook page (https://www.facebook.com/TCGCollectorNZ).

We will meet all obligations under the Fair Trading Act.

1. Further to these policies, should you have another order pending shipment or are likely to place another order soon, we will ship the corrected items to you in those orders where applicable.