Refund & Return Policy

Last updated: 15th of May 2026

This Refund & Return Policy applies to purchases made through PlayVault.ae, operated by Golden Desert Pearl FZE in the United Arab Emirates.

At PlayVault, we sell collectible trading card products, including sealed booster boxes, elite trainer boxes, booster bundles, premium collections, starter decks, trading card singles, graded cards, accessories, and other collector items.

Because trading card products are collectible goods with sealed packaging, randomized contents, and market-sensitive pricing, our return policy is designed to protect both our customers and the integrity of the products we sell.

1. General Return Policy

We accept returns only when the product is eligible under this policy.

To be eligible for a return, the item must be:

• In the same condition as received
• Unopened, unused, and untampered with
• In its original sealed packaging
• Complete with all original contents, inserts, accessories, labels, and packaging
• Returned with proof of purchase from PlayVault

Items that have been opened, unsealed, resealed, damaged, altered, used, or tampered with are not eligible for return, refund, or exchange, unless the issue is due to an error by PlayVault or the item was received damaged, defective, incomplete, or materially different from the product description.

2. Sealed Trading Card Products

Sealed trading card products include, but are not limited to:

• Booster boxes
• Booster bundles
• Elite Trainer Boxes
• Premium collections
• Collection boxes
• Starter decks
• Double packs
• Sleeved boosters
• Blister packs
• Sealed cases
• Japanese, English, Chinese, and other international TCG sealed products

For sealed trading card products, returns are only accepted if the product remains fully sealed, unopened, unused, and in its original condition.

Once a sealed trading card product has been opened, unsealed, damaged, resealed, or tampered with, it cannot be returned.

This is because trading card products contain randomized contents and cannot be resold as new once opened.

3. Products Not Eligible for Return

The following items are not eligible for return, refund, or exchange unless they were received damaged, defective, incomplete, or incorrect:

• Opened trading card products
• Products with broken, removed, altered, or tampered seals
• Booster boxes, ETBs, premium collections, or packs that have been opened
• Trading card singles
• Graded cards
• Mystery boxes or mystery packs
• Clearance, sale, or final-sale items
• Preorder items after the order has been processed, allocated, or shipped
• Gift cards or store credit
• Items damaged after delivery due to customer handling, storage, opening, or transport

4. Damaged, Incorrect, or Missing Items

Please inspect your order immediately when it arrives.

If your item arrives damaged, incorrect, incomplete, or materially different from the product description, contact us within 48 hours of delivery.

Please email us at:

info@playvault.ae

Include the following information:

• Your order number
• Your full name
• A clear description of the issue
• Photos of the product
• Photos of the shipping box and packaging
• Photos of any visible damage
• An unboxing video, if available

We may request additional photos, videos, or information to assess the issue.

If the issue is confirmed, PlayVault may offer one of the following remedies, depending on the situation:

• Replacement
• Exchange
• Store credit
• Refund
• Partial refund, where appropriate

Nothing in this policy limits your legal rights under applicable UAE consumer protection laws.

5. Minor Box or Packaging Imperfections

Trading card products are often shipped internationally before reaching us, and minor outer packaging imperfections can occur.

Minor cosmetic imperfections are not normally considered defects if the product remains sealed and the contents are unaffected.

Examples may include:

• Small corner whitening
• Minor dents
• Light scratches on outer plastic wrap
• Small marks on outer packaging
• Slight box compression
• Normal shelf wear

We do our best to pack products carefully, but we cannot guarantee perfect collector-grade outer packaging unless this has been specifically agreed before purchase.

If you require a box in exceptional collector condition, please contact us before placing your order.

6. Trading Card Singles and Graded Cards

Trading card singles and graded cards are sold as collectible items.

Returns are not accepted for singles or graded cards due to change of mind, market price changes, grading opinions, centering preferences, or subjective condition expectations.

A return may only be considered if:

• The wrong card was sent
• The card was materially different from the listing
• The item was damaged before delivery
• The item was proven to be inauthentic

For graded cards, the grade assigned by the grading company is treated as part of the product description. We do not accept returns because a customer disagrees with the grade, believes the card should receive a different grade, or expects a different resale value.

7. Preorders

Preorder items are products purchased before their official release or before stock has arrived.

By placing a preorder, you understand that:

• Release dates may change
• Supplier allocations may change
• Delivery dates are estimates
• Product availability depends on supplier fulfillment
• Market prices may change before release

Preorders cannot be cancelled once the order has been processed, allocated, packed, or shipped, unless PlayVault agrees otherwise.

If PlayVault is unable to fulfill a preorder due to supplier cancellation, allocation shortage, or stock unavailability, we will offer a refund, store credit, or suitable alternative where possible.

8. Change-of-Mind Returns

Due to the collectible and market-sensitive nature of trading card products, we do not accept change-of-mind returns for opened, sealed, allocated, preorder, single-card, graded-card, mystery, clearance, or final-sale products.

For eligible unopened products, a change-of-mind return may be accepted at PlayVault’s discretion only if:

• The request is made within 7 days of delivery
• The product is unopened, unused, sealed, and untampered with
• The product is in the same condition as received
• The customer pays the return shipping cost
• The product passes our inspection after return

Original shipping fees are non-refundable unless the return is due to an error by PlayVault.

9. Return Process

To request a return, contact us first at:

info@playvault.ae

Please do not send any item back without approval.

If your return is approved, we will provide return instructions. The customer is responsible for securely packaging the item for return.

Returned items must be received by PlayVault in the same condition in which they were sent. If the returned product is opened, damaged, altered, resealed, incomplete, or not in eligible condition, the return may be refused.

10. Return Shipping Costs

Return shipping costs depend on the reason for the return.

If the return is due to a confirmed PlayVault error, incorrect item, or confirmed product issue, PlayVault will arrange or cover reasonable return shipping.

If the return is due to change of mind or customer request, the customer is responsible for return shipping costs.

We recommend using a tracked shipping method. PlayVault is not responsible for returned items lost or damaged during return shipping arranged by the customer.

11. Refunds

Once we receive and inspect the returned item, we will notify you whether the refund has been approved.

If approved, the refund will be processed to the original payment method where possible.

Please note:

• Original shipping fees are non-refundable unless the return is due to PlayVault’s error
• Refund processing times may depend on your bank or payment provider
• Store credit may be offered where appropriate
• Refunds will not be issued for items returned without approval or in ineligible condition

12. Exchanges

Exchanges may be offered when stock is available.

If the requested replacement item is unavailable, we may offer a refund, store credit, or alternative product.

Exchanges are only available for eligible items under this policy.

13. Order Cancellations

Orders can only be cancelled before they are processed, packed, dispatched, allocated, or fulfilled.

Once an order has been processed or shipped, it cannot be cancelled. The normal return policy will apply.

PlayVault reserves the right to cancel and refund any order in cases including, but not limited to:

• Pricing errors
• Stock errors
• Suspected fraud
• Payment issues
• Delivery restrictions
• Supplier allocation issues
• Incorrect product information

14. Suspected Fraud, Tampering, or Abuse

PlayVault reserves the right to refuse a return, refund, or exchange if we reasonably believe that a product has been:

• Opened
• Resealed
• Swapped
• Tampered with
• Damaged after delivery
• Returned incomplete
• Subject to fraudulent activity or return abuse

We may document returned products using photos, videos, packaging inspection, and order records.

15. Chargebacks and Payment Disputes

If there is an issue with your order, please contact us first at:

info@playvault.ae

We will do our best to resolve the issue fairly and quickly.

If a payment dispute or chargeback is opened while we are already reviewing a return, refund, or replacement request, the case may need to be handled through the payment provider’s dispute process.

16. Contact Us

For refund, return, or order issues, contact us at:

PlayVault
Operated by Golden Desert Pearl FZE
Email: info@playvault.ae
Website: www.playvault.ae
United Arab Emirates