1. Escrow protection
When you pay, your funds are held by Stripe, not the Seller. We release the funds to the Seller only after the card is marked as delivered and the 3-day inspection window has passed without an open claim.
2. When you are entitled to a refund
- The card never arrives despite being shipped with tracking.
- The slab arrives visibly damaged, cracked, tampered or with a cert number different from the listing.
- The card materially differs from the photos and description (wrong grade, wrong card, altered label).
- The Seller cancels after you paid (full automatic refund).
- The certificate is found to be invalid or the slab is identified as counterfeit.
3. Other protections that remain in force
The following protections remain fully in force:
- Legal guarantee of conformity, the Seller must deliver a card matching the listing.
- Warranty against hidden defects.
- Platform buyer protection, the escrow + claim system described in this policy, applicable to every order regardless of the Buyer's status (consumer or professional).
4. How to open a claim
Go to your order in "My orders" and click "Open a claim". Describe the issue, attach photos of the slab and packaging, and submit. We review every claim within 2 business days and, when needed, ask the Seller to respond within 48 hours. If we side with you, we refund your Stripe payment immediately.
5. Return logistics
For accepted claims that require a return, we provide a prepaid, insured return label from the same carrier that delivered the card. Do not ship back without an approved return — unauthorised returns may be refused and are at the Buyer's risk.
6. Timelines
Once a refund is approved, Stripe reverses the charge to your original payment method. Card refunds typically appear in 5–10 business days. Bank transfers may take up to 14 days depending on your bank.
7. Exceptions
Claims cannot be opened for: buyer's remorse or market-price movement after purchase; damage caused after delivery; slabs that were opened, cracked, re-graded, cleaned or otherwise altered after receipt; cosmetic discrepancies already visible in the listing photos.