Refund Policy

At XCARDHK, every card we sell is PSA or BGS certified — your assurance of authenticity and stated grade. We stand behind every listing and are committed to resolving any issue fairly and promptly. Please read our policy carefully before initiating a return.

1. Return Eligibility

We accept returns under the following circumstances only:

• Item significantly not as described: The card received does not match the listing — wrong card number, wrong set, wrong grade on the slab label, or significant undisclosed damage to the slab
• Authenticity concern: If you have documented, verifiable reason (supported by a written assessment from PSA or BGS) to believe a card's authenticity is in question
• Damaged in transit: The item arrived damaged due to a shipping incident — photographic evidence of the item and all original packaging is required within 24 hours of delivery

All return requests must be submitted within 7 days of confirmed delivery (as shown by courier tracking). Requests submitted after this window will not be accepted.

2. Non-Returnable Items

The following are not eligible for return under any circumstances:

• Returns due to buyer's remorse, change of mind, or dissatisfaction with market value after purchase
• Items that have been opened from their original PSA/BGS slab, tampered with, or altered after receipt
• Items purchased as part of a clearly marked flash sale, clearance, or "final sale" event (unless the item is genuinely faulty)
• Pre-order items after dispatch (pre-orders may be cancelled before the dispatch date for a full refund)
• Digital items, store credits, or gift cards
• Items where the original slab shows evidence of having been cracked or re-slabbed

3. How to Initiate a Return

Please follow these steps carefully — returns submitted without prior approval will not be accepted:

1. Contact us via our contact page within 7 days of confirmed delivery
2. Provide: your order number, your name, the reason for return, and clear photographs of the item (all sides of the slab), the packaging received, and any damage
3. Await written approval — we review all requests within 2 business days
4. Once approved, you will receive a Return Merchandise Authorisation (RMA) number — do not ship items without an RMA
5. Ship the item back in its original packaging via a tracked and fully insured service to our Mong Kok address (provided with your RMA)
6. Once the returned item is received and inspected, a refund will be processed within 5–7 business days

4. Refund Methods & Timelines

Original Payment Method	Refund Method	Processing Time
Credit / Debit Card	Back to original card	5–10 business days
PayPal	Back to PayPal account	3–5 business days
FPS / Bank Transfer	Bank Transfer (FPS)	2–3 business days
Store Credit	Store Credit (5% bonus)	Within 1 business day of approval

Refunds are processed only after the returned item has been received and inspected by our team. Original shipping fees are non-refundable unless the return is due to our error.

5. Return Shipping Costs

Who covers the return shipping depends on the reason for return:

• XCARDHK's error (wrong item sent, item damaged in transit with confirmed courier fault): XCARDHK will cover all return shipping costs and will provide a prepaid return label where possible
• All other approved returns: The buyer is responsible for all return shipping costs, including postage, insurance, and any tracking fees

We strongly recommend using SF Express or HKPost Registered Mail with tracking and full insurance for all returns. XCARDHK is not responsible for items lost or damaged during the return journey if adequate insurance was not purchased.

6. Exchanges

We do not facilitate direct item exchanges. If you wish to exchange a card, please:

1. Submit a return request for the original item (subject to the eligibility criteria above)
2. Upon refund approval, place a new order for your desired item

If the desired replacement item is at risk of selling out, please contact us — we can reserve it for you during the return review period in certain circumstances.

7. PSA & BGS Grade Disputes

All grades assigned by PSA (Professional Sports Authenticator) and BGS (Beckett Grading Services) are the sole determination of those independent companies and are considered final. XCARDHK:

• Cannot alter, dispute, or guarantee a grade on behalf of any buyer
• Cannot be held responsible for subjective differences in opinion regarding grade quality within the stated grade
• Will not accept returns based solely on disagreement with a graded card's visual appearance within its certified grade

If you wish to have a card reviewed or re-graded, this must be done independently through PSA or BGS at your own cost. We are happy to provide guidance on the re-submission process — contact us for assistance.

8. Contact Us

For any return or refund queries, please contact us. Our team aims to respond to all enquiries within 1–2 business days. We are committed to resolving all issues fairly, transparently, and promptly.