Shipping & Returns

At Ember TCG we handle trading card products with extra care. Many sealed TCG products are not only products to open, but also collectibles where the condition of the packaging and the factory seal forms an important part of the value.

On this page you can read everything about shipping, damage, returns and refunds.

Shipping

Ember TCG currently ships exclusively to addresses in:

• the Netherlands

• Belgium

The available shipping methods and the corresponding shipping costs are shown at checkout.

Orders are packed carefully to protect TCG products and their packaging as well as possible during transport.

Delivery time

Where possible, the expected delivery time is stated during the ordering process or with the product concerned.

A stated delivery time is an expectation and not a guaranteed delivery date, unless expressly stated otherwise.

After shipping you will receive a track & trace code, if available for the chosen shipping method.

Pre-orders

For pre-orders, an expected release date or delivery period is stated.

Release dates are set by manufacturers and distributors and can be changed. Ember TCG does not always have influence over this.

When a release date or delivery is postponed, we try to communicate this to the customers concerned as soon as possible.

For some popular releases Ember TCG works with registration and a draw. A registration is not yet an order. If you are selected in the draw, you get the opportunity to order and pay for the allocated product within the stated period.

Once a pre-order has actually been ordered and paid for, the same statutory consumer rights apply to it as to other online purchases.

Check your order immediately after receipt

We ask you to check your order as soon as possible after receipt.

Pay particular attention to:

• transport damage;

• the condition of the product packaging;

• tears or damage to the factory seal;

• missing products;

• incorrectly delivered products.

Damage or a damaged seal? Preferably report it within 48 hours

Did you receive a product with transport damage, damaged packaging or a factory seal that is already damaged or broken?

Then preferably report this within 48 hours of receipt via info@embertcg.nl

Please include:

• your order number;

• clear photos of the product;

• clear photos of the damage;

• photos of the shipping box or shipping packaging;

• a photo of the shipping label.

Also keep the shipping packaging until we have handled the report.

A quick report is important with TCG products, because it makes it easier to establish the condition in which the product was delivered and whether damage occurred during transport.

A report after 48 hours does not automatically mean that statutory rights lapse. However, it may become more difficult to establish the cause and the moment of damage.

We assess every report individually and look for a suitable solution where possible.

Incorrect or damaged delivery

Did we deliver the wrong product, or was a product damaged in transit to you?

Then contact us via info@embertcg.nl before you send the product back.

If the error or damage is for the account of Ember TCG:

• the necessary return costs are for our account;

• you receive instructions for the return;

• depending on the situation, we arrange a replacement, repair, refund or another suitable solution.

You do not have to settle transport damage that falls under our responsibility with the carrier yourself. We arrange that with the carrier where necessary.

Returning because you changed your mind

As a consumer, for an online purchase you in principle have a 14-day cooling-off period.

The cooling-off period starts on the day after you received the product.

You do not have to give a reason for your return.

Do you want to exercise your right of withdrawal? Let us know within the cooling-off period via:

info@embertcg.nl

or via the online withdrawal function on our webshop.

After you have indicated that you are withdrawing from the purchase, you have a maximum of 14 days to send the product back.

Return costs

For a normal return where you decide to withdraw from the purchase yourself, the costs of sending it back are entirely for your account.

You can choose a suitable carrier and shipping method yourself. The exact costs depend on, among other things, the carrier, the size, the weight, the chosen shipping method and the country you are returning from.

For products of higher value we recommend using a shipping method with track & trace and, if desired, additional insurance.

Return costs are not for your account when a return is necessary because of, for example:

• a wrong product delivered by us;

• transport damage for which Ember TCG is responsible;

• a product that does not conform to the agreement on delivery;

• another error for which Ember TCG is legally responsible.

In those cases, always contact us first.

Return address

After registering the return, return shipments can be sent to:

Ember TCG / JVE ECOM
Drogendijk 12
3207 LE Spijkenisse
The Netherlands

Always include your order number with the return shipment.

Important for sealed TCG products

For products such as booster packs, booster boxes, Elite Trainer Boxes, collection boxes and other sealed TCG products, the original condition of the packaging is important.

An intact factory seal represents an important part of the commercial and collector value of the product.

For a full refund

If you want to return a product and claim a full refund, the product must be in the same condition as you received it, as far as possible.

Among other things, that means:

• unopened;

• original factory seal fully intact;

• no tears or damage to the seal;

• packaging not opened;

• no damage that occurred after receipt;

• no stickers, tape, writing or other modifications applied;

• complete with all originally delivered parts.

Seal broken or packaging opened?

A broken seal does not automatically mean that your statutory right of withdrawal lapses.

However, opening a sealed TCG product can go much further than is necessary to assess the product.

Because an opened TCG product usually can no longer be sold as new and sealed, this can result in a considerable reduction in value.

If you return a product opened, with a damaged seal or in another diminished condition, Ember TCG may deduct this demonstrable reduction in value from the amount to be refunded.

The amount is determined per return on the basis of, among other things:

• the condition of the product;

• the condition of the seal;

• the condition of the packaging;

• whether internal packaging or booster packs have been opened;

• missing parts;

• the remaining objective resale value.

For fully opened sealed collectible products, the reduction in value can be very large.

No fixed penalty or standard percentage is automatically charged. It concerns the actual reduction in value of the product in question.

Returning accessories

TCG accessories such as sleeves, binders and toploaders can also be returned within the statutory cooling-off period.

Here too, you may only handle the product beyond what is necessary to assess what it is and how it works if you are prepared to compensate for any reduction in value.

For a full refund, the product must therefore, as far as possible, be returned:

• unused;

• complete;

• clean;

• undamaged;

• in the original packaging.

Damage during your return shipment

For a normal return, you are responsible for the product yourself until we have received the return shipment.

So pack products carefully.

This is extra important with TCG products: damage to, for example, the corners of a box, tears in the wrap or dents can considerably reduce the value of a sealed product.

We therefore recommend reusing the original shipping packaging if it still offers sufficient protection.

Always keep your proof of postage and track & trace details until the return has been fully processed.

Refund

After a valid withdrawal, we refund the amount due within the statutory period.

We may postpone the refund until we have received the returned products, or until you have sufficiently demonstrated that the products concerned have actually been returned to Ember TCG, whichever occurs first.

A track & trace code or proof of postage that only shows that a parcel has been sent does not automatically count as sufficient proof that the products concerned have been returned. The assessment may take into account, among other things, the return address, order number, shipping weight, tracking data and other relevant shipping details.

After receipt, return shipments are checked for:

• the contents of the shipment;
• completeness of the return;
• the condition of the product and the packaging;
• the condition of any factory seals;
• any damage or reduction in value.

If the ordered product has not been returned, is missing from the return shipment or has been replaced by another item, there is no right to a refund for that product.

If the correct product has been returned but the packaging, factory seal or product is damaged or opened, a demonstrable reduction in value may be deducted from the amount to be refunded, insofar as the law permits.

In the event of indications of fraud or manipulation, we may investigate further and, where necessary, report it to the police.

The refund is in principle made via the same payment method used to pay for the order.

Shipping costs of the original order

If you return the complete order within the statutory right of withdrawal, we also refund the original shipping costs, up to a maximum of the rate of our cheapest standard shipping method offered.

If you return only part of your order, the original shipping costs are not refunded.

The costs of sending back a normal return remain for your account.

Received a product that is already damaged?

Did you receive a product whose packaging or seal is already damaged?

Then do not open the product any further.

Take photos and preferably contact us within 48 hours via:

info@embertcg.nl

If you subsequently open a product that was already received damaged, it can become considerably more difficult to establish which damage was already present on delivery.

No satisfaction guarantee on the contents of sealed TCG products

The contents of sealed TCG products are wholly or partly random and are determined by the manufacturer.

Not finding a desired card, rarity, hit or a certain market value is therefore not a product defect.

Among others, the following situations are in themselves no reason to return an opened product as defective:

• disappointing pulls;

• no desired card found;

• lower market value of the cards than expected;

• a different card distribution than hoped for;

• a change in the market value of the product after purchase.

This naturally does not apply when a manufacturer has expressly guaranteed certain contents and the delivered product does not meet that guarantee.

Goodwill

Even outside situations in which you are legally entitled to a return, refund or replacement, you can always contact us.

We then look at the situation individually and try to find a suitable solution where reasonably possible.

A goodwill solution is voluntary and does not mean that the same solution is automatically offered in other situations.

Questions about a return?

Contact us via:

info@embertcg.nl

For questions about an existing order, always include your order number. That helps us to help you faster.