Refund policy
At Luxembourg TCG, we aim to provide high-quality trading card sealed products and accessories. This policy outlines your rights and our obligations in accordance with Luxembourg law and the EU Consumer Rights Directive (2011/83/EU), specifically Article 9 and Article 14 (2).
1. General Return Policy
You have 14 days from the date of the last delivered item of your order to request a return, unless a specific legal exception applies (see Sections 3–4).
To be eligible, your item must be:
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in the same condition as received,
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unused,
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in its original, undamaged packaging,
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with all accessories and seals intact,
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accompanied by a receipt or proof of purchase.
To start a return or cancellation, log in to your account at https://account.luxembourgtcg.eu and submit your request from your order history. If you checked out using only a phone number (no email on file), you won't be able to access customer accounts this way, use the return link included in your SMS order confirmation instead.
For any questions regarding cancellation procedures or returns, email returns@luxembourgtcg.eu.
Do not return items without prior approval.
Returns must be shipped to:
Luxembourg TCG
23 Rue Paul Henkes
L-1710 Luxembourg
Once your return request is approved, you have 14 days to send the item back to us. Refunds are issued to your original payment method within 14 business days of us receiving and inspecting the returned item(s).
2. Return Shipping Costs (Important)
In accordance with Directive 2011/83/EU, Article 14(1):
Customers are responsible for paying the return shipping costs, except when the item is defective, damaged, or incorrect due to our error.
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We do not reimburse return postage for voluntary returns.
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We may provide a prepaid label in certain cases, but the cost will be deducted from your refund unless the return is due to our mistake.
If the item is defective, damaged, or incorrect, we will cover all return shipping costs.
If you paid standard shipping on your original order, this will also be refunded as part of your withdrawal. For any shipping other than standard shipping, only the cost of standard shipping will be refunded as part of the withdrawal.
3. Damages, Defects & Issues
Please inspect your order immediately upon delivery. It is advised to film the opening of the package in case any item is missing.
If the item is:
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defective,
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damaged, or
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incorrect,
contact returns@luxembourgtcg.eu right away so we can assess and resolve the issue at our expense.
Shipping damage: If your order arrives damaged, please contact us directly as soon as possible so we can resolve this with the shipping carrier. Damage that occurs after delivery due to customer handling, and that cannot be verified as a fault of ours or the carrier's, is not eligible for return or refund.
Missing or incomplete items: If you report an item as missing or your order as incomplete, we may ask for supporting evidence (such as unboxing photos or video) before issuing a replacement or refund. Claims that cannot be verified, and where there is no evidence of an error on our part or the carrier's, will not be eligible for a replacement or refund.
Minor cosmetic imperfections on sealed products (e.g., small dents or shrink-wrap irregularities) that do not affect functionality are not generally considered defects.
4. Items Not Eligible for Return
The following items cannot be returned or cancelled, based on applicable exemptions under Directive 2011/83/EU, Article 16:
4.1 Single Cards (Singles) damaged after delivery
No returns or cancellations
Single trading cards that have, even minor, damage that was not present at the time of the sale cannot be returned, or if returned, the "lost commercial value" will be deducted from the refund amount.
4.2 Opened Booster Packs & Booster Boxes
No returns once opened
These are chance-based sealed goods.
Under Article 16(e) (goods that cannot be returned once unsealed due to their nature), opened or tampered products are not returnable.
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Opened booster packs → Not returnable
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Opened booster boxes → Not returnable
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Resealed or tampered packaging → Not returnable
4.3 Gift Cards, Digital Goods, Mystery Items
These cannot be returned:
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Gift cards
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Digital content
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Mystery bundles / repacks
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Custom-made or custom-selected products
5. Order Cancellation
5.1. General 14-Day Right of Withdrawal (EU)
In accordance with Directive 2011/83/EU, Articles 9–14, customers in the European Union have the right to withdraw from their purchase within 14 days after receiving their order, without giving any reason.
To exercise this right:
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the item must be returned unused,
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in its original condition,
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with intact packaging (where applicable),
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and the customer must notify us within the 14-day period.
The customer is responsible for return shipping costs (standard shipping) in accordance with Article 14(1) of the Directive.
6. Return Eligibility for Sealed Products
The following may be eligible for return only if fully sealed and unopened:
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Booster boxes
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Booster packs
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Elite Trainer Boxes / Bundles
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Decks, sleeves, binders, accessories (unused and unopened)
We may refuse a return if:
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seals or shrink-wrap are broken,
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packaging is damaged,
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contents appear tampered with,
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or the condition does not match the original shipment.
7. Refunds
Once your return is received and inspected, we will notify you of approval or rejection.
If approved:
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The refund is issued to your original payment method
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Within 10 business days
Please be aware:
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Banks/credit card issuers may require additional processing time
If more than 15 business days have passed after your refund approval, contact us at returns@luxembourgtcg.eu
8. Contact
For any questions about returns or cancellations: