Refund policy

Last updated: August 2, 2026

All sales are final.

Due to the nature of trading card products, Gen2 Cards does not accept returns, exchanges, or refunds on singles, playable decks, sealed product (booster packs, boxes, bundles, ETBs, tins, blisters), graded cards, bulk lots, mystery packs, or collection packs.

The limited exceptions are set out below. Please read this policy in full before ordering.

1.1 Final sale

This section applies to every card game, sport, brand and category we sell, whether currently listed or added in future.

The following are final sale and cannot be returned, exchanged, or refunded for any reason — including a change of mind, a change in market value, or a grading outcome you did not expect:

Single cards, raw or third-party graded (PSA, BGS, CGC)
Playable decks and deck bundles
Sealed product of every kind — booster boxes, booster bundles, packs, blisters, checklane blisters, ETBs, tins, mini tins, collection boxes, premium collections, portfolios, poster collections and high class boxes
Bulk lots, mystery packs and collection packs, including products we assemble ourselves
Memorabilia and other collectibles
Any item purchased with a discount code, or during a sale or promotional period
Any item marked "Final Sale" or "Clearance," or sold as a one-off or limited listing
Gift cards and store credit
Pre-order items, subject to section 1.9

1.2 Accessories

Accessories — sleeves, deck boxes, binders, portfolios, playmats, toploaders and similar — may be returned within 14 days of delivery, provided they are:

unopened, with the manufacturer's seal, shrink wrap or packaging fully intact;
in original, resaleable condition; and
accompanied by proof of purchase.

Opened accessories cannot be returned. Sleeves and deck boxes cannot be verified as unused once the packaging has been broken.

Returns must be authorised by us in advance — contact info@gen2cards.com before sending anything back. Items sent without prior authorisation will be refused. Return postage is the customer's responsibility, and we recommend a tracked service, as we cannot refund a return we do not receive. Original outbound shipping charges are not refundable.

We do not process direct exchanges. If an item is eligible under this section, return it for a refund and place a new order.

1.3 Damaged, defective, incorrect or missing items

If your order arrives damaged, defective, or if you received the wrong item(s) or are missing item(s), please contact us at info@gen2cards.com within 24 hours of delivery. To help us resolve the issue quickly, please include:

Your order number
Photos of the item(s) as received, including any damage
Photos of the shipping packaging (especially for items damaged in transit)

Claims submitted after 24 hours will not be eligible for resolution. Please keep all packaging until your claim is resolved.

Approved claims will be resolved at our discretion through one of the following: a replacement of the item, store credit, or a refund to your original payment method.

This section is subject to the limits in sections 1.4 and 1.5 below.

1.4 Condition of sealed packaging

Sealed product reaches us directly from the manufacturer and distributor, in factory cases. Minor cosmetic imperfections to the outer packaging are normal, and are not considered damage or a defect. These include:

dented, creased, crushed, scuffed, bowed or split corners and edges on boxes and tins;
shrink wrap that is loose, wrinkled, torn or partly split;
print, cut, colour or alignment variance on the packaging itself;
shelf wear, scratches, scuffing and minor denting anywhere on the outer packaging.

We do not offer refunds, replacements, store credit or exchanges for the cosmetic condition of sealed packaging, and we do not accept returns on product with manufacturing defects. These are conditions we receive from the manufacturer and cannot control.

If the outer condition of a specific sealed item matters to you, contact us before ordering.

1.5 Contents of sealed product

We do not open, inspect, search, weigh, sort or re-seal any factory-sealed product.

We are not responsible for the contents of factory-sealed items. This includes pull rates, the cards you receive, missing or misprinted cards, damaged cards inside a sealed pack, missing or expired online code cards, missing inserts or accessories, and any product that was tampered with before it reached us. These are manufacturer issues and must be raised with the manufacturer directly.

Nothing in section 1.3 applies to the contents of a factory-sealed item.

1.6 Mystery packs, bulk lots and packs we assemble

Some products — including our Vintage Mystery Packs, Collection Packs and bulk lots — are assembled by hand by Gen2 Cards and are sold on a randomised basis.

Contents are random and are not disclosed before purchase. No specific card, set, rarity, condition, finish or value is guaranteed.
Card counts and inclusions are approximate. Where a listing describes contents — for example "approximately 24 cards" or "at least 1 holo" — those figures are deliberately stated as approximate or as a minimum. They are a general description of the product, not a guaranteed specification, and they vary from pack to pack by design.
These products are strictly final sale. They cannot be returned, exchanged or refunded, and no store credit or replacement will be issued, for any reason — including the cards received, the number of cards received, the rarity, condition or finish of those cards, their individual or combined market value, or any comparison with another pack or with a previous purchase.
Being dissatisfied with what you pulled is not a defect. The entire value of a randomised product is that its contents are unknown, and that risk sits with the buyer.
Because these are our own products rather than factory-sealed ones, section 1.5 does not apply to them. Section 1.3 applies only where the parcel itself arrives damaged in transit or the product is missing from your order altogether — it does not apply to the contents of a pack we assembled.

1.7 Card condition

Singles are classified to the best of our ability at the time of listing, using standard industry terms (e.g., Near Mint, Lightly Played, etc.). Card condition assessment is inherently subjective. Product photos on our Site may be stock or representative images rather than photos of the exact item; the written condition description, not the photo, governs your purchase. Unless a card is explicitly listed as third-party graded (e.g., PSA, BGS, CGC), all condition assessments are our own and are not a substitute for professional grading.

A card that later receives a lower grade than you hoped for from a third-party grading company is not a defect and is not grounds for a return.

For third-party graded cards, the grade and slab are the product. We do not guarantee that a card would receive the same grade on resubmission, and we do not accept returns on graded cards for any reason, including a cracked, scuffed or scratched slab where the damage was not reported under section 1.3.

1.8 Pre-orders

What a pre-order is. A pre-order is an item that has not yet been released by the manufacturer, or has not yet arrived at our facility. Pre-order items carry a [Pre-order] prefix in the product title and an estimated ship window on the product page (for example, "Pre-order — Ships August 2026"). When you place a pre-order you are reserving a unit from our expected allocation; you are not purchasing an item that is physically in our possession.

Payment. Pre-orders are charged in full at checkout. We do not offer deposits, instalments, layaway or pay-on-release terms.

Release dates are estimates. Every ship window shown on a pre-order product page is an estimate provided to us by the manufacturer or distributor, and is subject to change at any time without notice. Delays are common in this industry and arise from factors entirely outside our control, including manufacturing delays, printing and packaging errors, distributor allocation changes, customs and border processing, and carrier disruption. A delay to a release date is not, on its own, grounds for a refund outside the cancellation terms in section 1.9. We will notify you by email if a release date moves materially.

Allocation and quantity adjustments. Pre-order stock is allocated to us by our distributors, and that allocation can be reduced after we have accepted orders.

We reserve the right to adjust the quantity of any pre-order item on your order. Where we do, we will contact you first and refund the adjusted quantity in full, with no fee.
If our allocation is cut, pre-orders are fulfilled in the order they were received.
Where a per-customer purchase limit is stated on a product page, that limit applies across all orders placed by the same customer, household, payment method or shipping address.
We may adjust or cancel quantities on high-demand products whether or not a purchase limit was published, including attempted buyouts of our allocation and orders that appear to be placed for resale or structured to circumvent a limit. These decisions are made case by case, you will be notified of any change, and affected items are refunded in full, with no fee.

Orders containing both pre-order and in-stock items. An order containing a pre-order item will be held and shipped complete once every item in that order has arrived, however far away the release date is. If you would prefer your in-stock items sooner, contact us and we will split the order; you will be invoiced for the additional shipping on the second parcel, and once it is paid your in-stock items will ship. To avoid this entirely, place pre-orders as separate orders from in-stock items.

Discounts. Pre-order items are excluded from all discount codes, sales and promotions unless the promotion expressly states otherwise, regardless of when the order was placed or when the item releases.

Cancellation by Gen2 Cards. We reserve the right to cancel any order, or any item on an order, for any reason — including pricing or inventory errors, stock we do not receive, suspected fraud, or a manufacturer cancelling the product. Where we cancel, you receive a full refund of the affected items with no fee deducted.

1.9 Cancellations

Pre-order cancellations. A pre-order may be cancelled up to its cancellation cut-off date. The cancellation cut-off date is the earlier of the pre-order close date from the manufacturer or distributor (if one is provided), or seven calendar days prior to the official release date of the product. Our estimated ship window is never the cancellation cut-off. If a pre-order close date is applicable, it will be stated on the product page.

If you cancel on or before the cut-off date, you choose one of two outcomes:

Option	What you receive
Refund to original payment method	The value of the cancelled items less a 10% restocking fee.
Store credit	The full value of the cancelled items, with no fee deducted, issued as a Gen2 Cards gift card.

On and after the cut-off date, the pre-order is final sale and cannot be cancelled under either option.

The 10% fee is not a penalty, it is applied consistently to all similar refunds, and it is waived in full if you take store credit instead. No other exceptions are made.

Where no release date has been announced. Some products are listed by their manufacturer with only a release window (for example "Q1 2027") rather than a confirmed date. This does not extend your cancellation window — the cut-off for those products is the manufacturer's or distributor's pre-order close date.

The cut-off in force when you place your order is the one that applies to it. If a release date is later brought forward, we will not close your window early. If a release date is pushed back, the cut-off does not move with it and does not reopen.

In-stock order cancellations. An in-stock order may be cancelled provided it has not yet been fulfilled, packed or processed. Once an order has been fulfilled it cannot be cancelled, altered, merged, added to, or redirected. Orders over $400 are subject to a 5% restocking fee on cancellation, to cover the non-refundable card processing fees we are charged. Below that threshold, cancellation of an unfulfilled in-stock order is free.

How to cancel. Email info@gen2cards.com from the address used on the order, with your order number in the subject line, before the applicable cut-off. A cancellation is not effective until we have confirmed it in writing.

Changes to an order. Orders are processed exactly as submitted. We cannot merge orders, combine shipping across separate orders, add items to a placed order, hold an order for a future item, or change a shipping address after fulfilment.

Store credit. Store credit is issued as a gift card to the email address on the order. It does not expire, is non-transferable, and cannot later be converted to cash.

1.10 Price adjustments

We do not offer price adjustments on products during sale or promotional periods.

If our price on a regular-priced item drops before your order has shipped, contact us and we will offer the difference as store credit. We do not issue retroactive refunds to the original payment method for price changes, and we will not ask you for more if our cost rises after you order.

Items purchased with a discount code, or during a sale or promotional period, are excluded from price adjustments entirely. Those items are final sale under section 1.1, and no adjustment, credit or refund will be issued on them for any later price change.

Price adjustments are not available once an order has shipped. Pre-orders are priced as at the date the pre-order was placed.

1.11 Refused parcels and returns to sender

Refusing delivery, or failing to claim a parcel, is not a valid way to return an order and does not create any right of return or refund that you would not otherwise have under this policy. Final sale items remain final sale.

Where a parcel nonetheless comes back to us because it was refused on delivery, left unclaimed, or recalled at the customer's request, the following applies:

Any refund we issue at our discretion is less a 10% restocking fee, less the original outbound shipping charge, and less the return shipping cost we are charged by the carrier.
Shipping charges are never refundable, in either direction.
Where a parcel is returned to us because of an incorrect or incomplete address supplied at checkout, the customer is responsible for the cost of reshipment. We will not reship until that cost has been paid.
Where a parcel was sent using a service with limited or no tracking and does not physically arrive back with us, we cannot issue any refund, as we have neither the goods nor confirmation of their return.

Repeatedly refusing or abandoning parcels is grounds for us to decline future orders.

1.12 Refunds

Except where you have chosen store credit, approved refunds are issued to the original payment method only. We cannot refund to a different card, account or person.

Once approved, refunds are submitted immediately from our side; your bank or card issuer typically takes a further 5–10 business days to post the funds, which is outside our control.

Shipping charges are not refundable.

1.13 Chargebacks

If you believe a charge is wrong, please contact us by email.

Filing a chargeback on an order that was delivered, or on a pre-order that is final sale under section 1.9, is treated as a fraudulent dispute. We will contest it with full documentation, and we may decline future orders from the account, payment method or address involved.

1.14 General

We reserve the right to refuse service, to cancel and refund any order, and to close customer accounts in cases of abusive, threatening or fraudulent conduct.

All return and cancellation requests are handled by email at info@gen2cards.com. We do not operate a self-serve returns portal.

This policy may be updated at any time without notice. The version published on our website at the time you place your order is the version that applies to that order. Nothing in this policy limits any right you have under the Business Practices and Consumer Protection Act (British Columbia) or other applicable consumer protection law.

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