Refund Policy

This Refund Policy explains when an order can be cancelled, refunded or replaced. It applies to Original Packs and other physical goods sold on this website by SHO Co., Ltd., which operates SAINT TCG.

Original Packs Are Physical Products

An Original Pack is a Japanese trading card product category: a physical sealed pack whose exact contents are undisclosed before opening. You are buying a real, physical item that is packed and posted to you. Contents cannot be selected by you or for you, and no individual card is guaranteed unless the product page explicitly states that guarantee.

This policy therefore draws a clear line between something being wrong with your order, which is covered, and disappointment with the cards inside, which is not.

What Is Not Covered

An Original Pack cannot be returned or refunded because you are dissatisfied with its contents. In particular, the following are not eligible reasons:

• You hoped for different cards. Receiving cards other than the ones you wanted is the ordinary outcome of the product, not a defect.
• You do not like the contents you received.
• The market value of the cards changed, or the cards are worth less than you expected.
• A card shown on the product page was not in your pack. Cards shown illustrate cards that can be contained in that Original Pack, not a guarantee, unless the product page says otherwise.
• A raw card did not receive the grade you expected after you submitted it for grading.
• Normal manufacturing variance, such as centring, surface or edge characteristics arising from printing and packing.

An opened Original Pack cannot be returned except on the grounds listed under “What Is Covered”.

What Is Covered

You are entitled to a replacement or a full refund where:

• the wrong item was shipped — you received a different product from the one you ordered;
• the product is defective, or materially different from its description — for example a product sold as PSA-graded arriving raw, or a pack from a different collection from the one purchased;
• the shipment was damaged in transit to a degree that materially affects the product or its seal;
• the shipment was lost in transit and confirmed lost by the carrier.

In these cases we cover the cost: we refund the original shipping charge as well as the product price, and where a return is needed we pay the return shipping and tell you where to send the item.

Claim Windows

• Damage in transit — within 7 days of delivery. Carriers set short deadlines for damage claims, and we cannot pursue a claim once the carrier’s window has closed.
• Wrong item, defective product or product not as described — within 14 days of delivery.
• Non-delivery — within 30 days of dispatch, so that a carrier investigation can still be opened.

How to Make a Claim

Damaged shipments

Contact [email protected] within 7 days of delivery with your order number and photographs of the outer packaging (including any visible damage and the shipping label), of the damaged product as received, and of the packing materials inside the parcel. Please keep all packaging until the claim is settled: carriers usually require it for inspection. Once we have reviewed the evidence we will replace the item where the same product is still available, or refund you in full.

Wrong, defective or not-as-described items

Contact [email protected] within 14 days of delivery with your order number and photographs of what you received, including any packing slip. We will arrange the return of the item at our cost and send the correct one, or refund you in full if it is no longer available. Please do not open an Original Pack you believe was sent in error: an unopened pack can be exchanged.

Lost shipments

If tracking shows no progress and your order has not arrived, contact [email protected] with your order number within 30 days of dispatch. We will open an enquiry with Japan Post. A shipment is treated as lost only once the carrier’s investigation concludes it cannot be delivered or located, which can take several weeks. Once it is confirmed lost we will replace the order where the product is still available, or refund you in full including the original shipping charge.

Where tracking shows an order as delivered but you have not received it, please check with others at the address and with your local delivery office first, then contact us. We cannot accept responsibility for an order delivered to a freight forwarder or parcel-forwarding address.

Order Cancellation

You may ask us to cancel an order before it is dispatched, and we will cancel it and refund you in full where we are able to. Once an order has been dispatched it can no longer be cancelled, and this Refund Policy applies instead.

We may cancel an order and refund you in full where the product is unavailable, where a listing contained a manifest pricing or description error, or where we cannot ship to your address.

How Refunds Are Issued

Approved refunds are issued to the original payment method, in Japanese yen (JPY), for the amount charged. How long the refund takes to appear on your statement is set by your payment provider. If your card is in another currency, your card issuer converts the refund at its own rate, which may differ from the rate on the day you paid.

Parcels Returned as Undeliverable

Where a parcel is returned to us because the address was incorrect or incomplete, because import charges were not paid, or because it was not collected, our Shipping Policy applies. The original shipping charge is not refunded in those cases.

Your Statutory Rights

Nothing in this policy limits any right you have under applicable law, including the consumer protection law of the country in which you habitually reside.

Contact

For refunds, returns and cancellations, contact [email protected] with your order number. Support hours: Weekdays (Monday to Friday) 10:00–17:00 JST; closed on weekends and Japanese public holidays.