Customer service
Ember TCG

Terms of service

Terms and Conditions – Ember TCG

Version: 17 September 2026

Article 1 – Definitions

In these terms and conditions, the following terms have the following meanings:

  1. Ember TCG: the trade name under which JVE ECOM operates the webshop www.embertcg.nl.

  2. Customer: any natural person or legal entity that places an order or enters into an agreement via Ember TCG.

  3. Consumer: a natural person acting for purposes outside their trade, business or profession.

  4. Products: the products offered by Ember TCG, including sealed trading card game products, collectible products and TCG accessories.

  5. Agreement: the purchase agreement between Ember TCG and the customer.

  6. Pre-order: a product that is offered before its regular availability or official release date.

Article 2 – Identity of the trader

Ember TCG is a trade name of:

JVE ECOM
Sole proprietorship
Drogendijk 12
3207 LE Spijkenisse
The Netherlands

Chamber of Commerce (KvK) number: 42035320
Establishment number: 000065382447
VAT number: NL005446450B03

Email: info@embertcg.nl

Article 3 – Applicability

  1. These terms and conditions apply to every offer by Ember TCG and to every agreement concluded via the webshop.

  2. The terms are made available before or during the ordering process and can be saved by the customer.

  3. The Shipping & Returns page supplements these terms.

  4. If a provision of these terms conflicts with mandatory consumer law, the consumer's statutory right in question continues to apply in full.

  5. For business customers, statutory consumer rights, including the statutory right of withdrawal, do not apply unless expressly agreed otherwise.

Article 4 – Offer and product information

  1. Ember TCG takes care to provide a correct description, image, price and availability of products.

  2. Images are for illustration purposes. Small differences in, for example, colour, print or packaging resulting from production processes may occur.

  3. For sealed TCG products, the contents, card distribution, rarities, pull rates and product quality inside the packaging are wholly or partly determined by the manufacturer.

  4. Unless Ember TCG expressly states this with a product, no guarantee is given regarding:

    • finding a particular card or rarity;

    • a particular market value of the contents;

    • a particular pull rate that is not officially guaranteed by the manufacturer;

    • the future market or collector value of a product.

  5. Fluctuations in the market value of TCG products do not in themselves give any right to compensation, price adjustment or damages. Statutory consumer rights, including the right of withdrawal where applicable, are not affected by this.

  6. Obvious typing, input, stock and pricing errors do not bind Ember TCG when it should reasonably be clear to an average customer that a mistake has been made.

  7. If a pricing error cannot be regarded as an obvious mistake, the rights the customer has under the law apply.

Article 5 – Conclusion of the agreement

  1. The customer places an order via the Ember TCG checkout and pays the amount due via one of the payment methods offered.

  2. The agreement is concluded when the order has been confirmed electronically by Ember TCG, subject to obvious errors, fraud or other circumstances as described in these terms.

  3. An order is not regarded as a reservation. Products must be paid for in full during the ordering process, unless Ember TCG expressly offers another payment method.

  4. If, despite a correct order, an ordered product demonstrably cannot be delivered due to a stock or system error, Ember TCG informs the customer as soon as possible and the amount paid for the undeliverable product is refunded. The customer's statutory rights continue to apply.

Article 6 – Prices and payment

  1. All consumer prices in the webshop are shown inclusive of the applicable VAT, unless clearly stated otherwise.

  2. Any shipping costs are shown before the order is finally placed.

  3. Payment is made via the payment methods made available during checkout.

  4. Depending on the payment provider used, direct bank payment, Bancontact, credit card, PayPal, pay-later or similar payment methods may be available, among others.

  5. Ember TCG is not responsible for outages at banks or external payment providers, except insofar as this is for the account of Ember TCG under mandatory law.

Article 7 – Product limits, abuse and fraud

  1. For certain popular, scarce or limited products, Ember TCG may apply a maximum quantity per customer, household, address, payment method or order.

  2. Any product limit is stated with the product in question or during the ordering process where possible.

  3. It is not permitted to circumvent product limits, for example by:

    • using multiple accounts;

    • placing multiple orders with the aim of jointly exceeding the limit;

    • using other names or addresses to circumvent limits;

    • using automated systems, bots or similar tools.

  4. Ember TCG may refuse or cancel orders when there are reasonable indications of:

    • fraud or payment abuse;

    • abuse of accounts or payment methods;

    • automated purchasing methods;

    • deliberate circumvention of product limits;

    • unusual ordering patterns that reasonably require further investigation.

  5. Also when several separate orders together exceed an applicable product limit, Ember TCG may cancel the excess.

  6. Payments already received for cancelled products are refunded, unless there is a legal ground to withhold an amount.

  7. These provisions are applied reasonably and proportionately.

Article 8 – Pre-orders, registrations and allocation

  1. For popular pre-orders, Ember TCG may work with a registration and allocation system.

  2. Registration for such a pre-order does not in itself give any right to a product and does not yet constitute a purchase agreement.

  3. If more valid registrations are received than products are available, allocation may take place by means of a random draw.

  4. No costs are attached to registration for such a draw, unless expressly stated otherwise in advance.

  5. A customer who is selected in the draw receives the right to buy the allocated quantity within the period stated in the invitation.

  6. During that period, the product in question is held available for the selected customer as indicated with the campaign.

  7. If the customer does not order and pay within the stated period, the allocation lapses and Ember TCG may offer the product to another customer.

  8. Product limits also apply to pre-orders and allocations. Multiple or fraudulent registrations may be excluded.

  9. The purchase agreement only arises after the selected customer has placed and paid for the order via the checkout and the order has been confirmed by Ember TCG.

  10. A stated release date is based on information from the manufacturer or distributor. Unless expressly stated as a guaranteed delivery date, this is an expected date.

  11. Release dates and deliveries may be changed or postponed by manufacturers or distributors. Ember TCG informs the customers concerned of a relevant change as soon as reasonably possible.

  12. If a pre-order that has already been paid for ultimately cannot be delivered, the amount for the undeliverable product is refunded.

  13. Consumers' statutory cancellation, delivery and withdrawal rights continue to apply in full to pre-orders.

Article 9 – Delivery

  1. Ember TCG ships orders to delivery addresses in the Netherlands and Belgium.

  2. The current shipping methods, rates and any threshold amounts for free shipping are stated on the Shipping & Returns page and during checkout.

  3. Stated shipping and delivery times are expectations, unless a fixed delivery date has been expressly agreed.

  4. Ember TCG bears the shipping risk until the order has been received by the consumer or a third party designated by the consumer, subject to statutory exceptions.

  5. In the event of loss or damage during a shipping method offered by Ember TCG, Ember TCG handles the settlement with the carrier.

  6. The customer is responsible for providing a correct and complete delivery address.

  7. Additional costs that demonstrably arise because the customer has provided an incorrect or incomplete delivery address may be charged to the customer insofar as legally permitted.

Article 10 – Statutory right of withdrawal

  1. For an online purchase, a consumer in principle has the statutory right to withdraw from the agreement within 14 days of receiving the product without giving a reason.

  2. The consumer can notify the withdrawal within this period, among other ways:

    • via info@embertcg.nl;

    • via the online cancellation or withdrawal function available on the webshop;

    • using the statutory model withdrawal form;

    • or in another unambiguous manner showing that the consumer wishes to withdraw from the agreement.

  3. After notifying the withdrawal, the consumer has a maximum of 14 days to send the product back.

  4. Return shipments under the ordinary right of withdrawal are for the account and risk of the consumer until Ember TCG has received the return shipment.

  5. The direct costs of returning are for the account of the consumer in the case of an ordinary withdrawal.

  6. If the complete order is withdrawn, Ember TCG also refunds the original standard shipping costs. Additional costs for a more expensive shipping method chosen by the customer do not have to be refunded.

  7. When only part of an order is returned, the original shipping costs are not refunded.

  8. The refund is made within the statutory period and via the same payment method the customer used to pay, unless agreed otherwise together.

  9. Ember TCG may wait with the refund until the return shipment has been received or until the consumer demonstrates that the product has been sent back, whichever occurs first.

Article 11 – Sealed products, packaging and reduction in value

  1. During the cooling-off period, the consumer may only handle a product insofar as necessary to establish its nature, characteristics and functioning, comparable to what would reasonably be possible in a physical shop.

  2. TCG products such as booster packs, booster boxes, elite trainer boxes, collection boxes and other sealed products derive an important part of their commercial value from the original, intact factory packaging and seal.

  3. For a full refund, a return must therefore be in the same condition as the product was received, as far as possible, including:

    • unopened;

    • with a fully intact factory seal;

    • without tears, cuts or damage to the seal;

    • without damage, writing, stickers or other modifications to the product packaging;

    • complete with all originally delivered parts.

  4. Breaking or damaging a factory seal or opening a sealed TCG product can go beyond what is necessary to assess the product and can cause a considerable reduction in value.

  5. A broken seal or opened packaging does not automatically mean that the statutory right of withdrawal lapses where the law still grants that right.

  6. In that case, however, Ember TCG may deduct the demonstrable reduction in value from the amount to be refunded.

  7. For an opened product that was originally sold as a sealed collectible product, this reduction in value can be considerable. If the product has entirely or almost entirely lost its value as a sealed product due to being opened, the reduction in value may, insofar as legally permitted and demonstrable, amount to a very large part of the original sale price.

  8. The amount of any reduction in value is determined per situation on the basis of, among other things:

    • the condition in which the product is returned;

    • the damage to or removal of seals;

    • the opening of packs or internal packaging;

    • missing parts;

    • the objective remaining resale value of the product.

  9. No predetermined penalty or standard percentage is applied when this does not correspond to the actual reduction in value.

Article 12 – Damage on receipt or incorrectly delivered product

  1. Check the order as soon as possible after receipt.

  2. Visible transport damage, damage to product packaging, a damaged or broken seal, missing products or an incorrectly delivered product should preferably be reported within 48 hours of receipt via info@embertcg.nl.

  3. With such a report, if possible, send:

    • the order number;

    • clear photos of the product;

    • photos of the damage;

    • photos of the shipping packaging and the shipping label.

  4. Keep the shipping packaging until the report has been handled.

  5. A quick report within 48 hours makes it considerably easier to establish whether damage occurred during transport and to start an investigation with the carrier in time.

  6. Failure to report within 48 hours does not affect the consumer's mandatory statutory rights.

  7. In the case of an error by Ember TCG, an incorrectly delivered product, transport damage for which Ember TCG is responsible or another case in which the product does not conform to the agreement, necessary return costs are not for the account of the consumer.

  8. Ember TCG may give instructions on how such a return should be shipped.

Article 13 – Statutory guarantee and conformity

  1. The statutory guarantee applies to products that Ember TCG sells to consumers.

  2. A delivered product must meet what the consumer could reasonably expect on the basis of the agreement.

  3. If a product does not conform to the agreement, the consumer may claim the statutory remedies applicable in the situation concerned.

  4. Damage that demonstrably arose after delivery through incorrect use, incorrect storage, incorrect opening or actions of the customer is not a defect for which Ember TCG is responsible.

  5. Characteristics inherent to randomized TCG products, including not finding a desired card or rarity, do not constitute a defect when no specific contents have been guaranteed.

Article 14 – Return costs

  1. For a return solely because a consumer exercises the statutory right of withdrawal, the return costs are for the account of the consumer.

  2. This only applies when Ember TCG has informed the customer of these costs in advance.

  3. Return costs are for the account of Ember TCG when a return is necessary because of, for example:

    • delivery of a wrong product;

    • a product that was damaged on receipt during transport for which Ember TCG is responsible;

    • a demonstrable defect for which Ember TCG is legally responsible.

  4. A return must be packed carefully and with sufficient protection.

  5. In the case of an ordinary withdrawal, the consumer bears the risk of the return shipment until it has been received by Ember TCG.

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

Article 15 – Goodwill

  1. Ember TCG strives to resolve problems with orders reasonably and in a customer-oriented way.

  2. Even when a customer is formally not entitled to a particular compensation, return or replacement, Ember TCG may offer a goodwill solution at its own discretion.

  3. Such a goodwill solution is voluntary and creates no obligation to offer the same solution in future or comparable cases.

  4. The customer's statutory rights are not treated as goodwill and remain fully applicable.

Article 16 – Force majeure and circumstances beyond the control of Ember TCG

  1. Ember TCG is not liable for delay directly caused by circumstances over which Ember TCG cannot reasonably exercise any influence, such as serious disruptions at carriers, strikes, natural disasters, government measures or extensive disruptions in the distribution chain.

  2. In such situations, Ember TCG will take reasonable measures to limit the consequences for customers.

  3. This provision does not limit consumers' statutory rights to terminate the agreement in the event of non-delivery or late delivery when the statutory conditions for this have been met.

Article 17 – Complaints

  1. Complaints about an order or service can be submitted via info@embertcg.nl.

  2. Preferably state the order number and give a clear description of the problem.

  3. Ember TCG handles complaints as soon as possible and may request additional information or photos when this is necessary to assess the complaint.

  4. The parties first try to resolve a dispute by mutual agreement.

  5. This complaints procedure does not limit consumers' statutory rights.

Article 18 – Business purchases

  1. A customer acting in the course of a profession or business is regarded as a business customer for that purchase.

  2. For business customers, consumer provisions such as the statutory right of withdrawal do not apply, unless Ember TCG expressly agrees otherwise.

  3. An invoice with company name and VAT details can be provided on request or via the options available for this.

  4. If a natural person in fact mainly buys for private purposes, they are not automatically regarded as a business customer solely because company details have been provided.

Article 19 – Intellectual property

  1. The content of the webshop, including our own texts, design, logos, images and other materials produced by Ember TCG, may not be copied or used commercially without prior permission, insofar as these rights belong to Ember TCG.

  2. Trademarks, product names and images of manufacturers remain the property of the respective rights holders.

Article 20 – Changes to the terms

  1. Ember TCG may change these terms and conditions.

  2. For an agreement that has already been concluded, in principle the terms that were in force at the time the order was placed apply.

  3. A change to the terms has no retroactive effect to the detriment of the customer's statutory or already acquired rights.

Article 21 – Applicable law and disputes

  1. Dutch law applies to agreements with Ember TCG.

  2. For consumers who habitually reside in Belgium and to whom mandatory Belgian consumer protection applies, this choice of law does not affect the protection they enjoy under mandatory Belgian law.

  3. Disputes are submitted to the court that has jurisdiction under the applicable law, unless the parties resolve the dispute by mutual agreement.

Article 22 – Final provisions

  1. If a provision of these terms and conditions proves to be wholly or partly invalid or unenforceable, the remaining provisions remain in force.

  2. The invalid provision is, as far as possible, replaced by a valid provision that comes as close as possible to the purpose and intent of the original provision, insofar as legally permitted.

  3. Nothing in these terms is intended to exclude or limit rights that may not be excluded under mandatory consumer law.