Return and Exchange Policy
Product Appreciation Period
Unless otherwise specified for perishable items, short-shelf-life products (expiring at the time of return/cancellation), customized products, current newspapers, magazines, unsealed audio-visual products, computer software, game point cards, other point cards, or unsealed personal hygiene products as per the "Criteria for Reasonable Exceptions to the Right of Withdrawal in Mail-Order Transactions," which are not subject to the 7-day appreciation period, you are entitled to a 7-day product appreciation period (including holidays) starting from the day you receive the product. Card products must remain in their original sealed packaging to be eligible for return.
If you need to return a product, please contact our customer service within 7 days of receiving the product and provide the following information: "Name," "Order Number," "Contact Phone Number," "Name of the Product to be Returned," and "Reason for Return along with Photos." Our customer service team will assist you with the return or exchange process upon receiving your request. Customer service is available Monday to Friday, 11 AM to 9 PM.
- Customer Service Email: cardcellartw@gmail.com •
- Customer Service Hotline: 06 200 3233 •
- Contact Address: 10F, No. 354, Section 1, Dongmen Road, East District, Tainan City 701 •
Return and Exchange Information
Returned products must be unused and free from damage, defects, or contamination caused by non-human factors. For card products, this includes no bends, creases, or wear. The 7-day appreciation period guaranteed by the Consumer Protection Act is intended for you to evaluate whether the product meets your needs, not for product trial. Please retain the complete original packaging (including the outer box) as instructed by the store; otherwise, returns will not be accepted. Limited-edition or rare cards may have additional return restrictions due to their collectible value.
Customers are responsible for return shipping costs unless the return is due to a store error (e.g., wrong item shipped or defective product). We provide prepaid return labels for eligible returns. Exchanges are allowed for identical items or products of equal or lesser value, subject to availability. A restocking fee may apply for exchanges involving different products.
The following conditions are not eligible for return:
- Beyond the 7-day product appreciation period.
- Booster pack type products.
- Single cards (loose cards).
- Products that have been unsealed, used, or damaged due to human factors, such as contamination, malfunction, damage, wear, scratches, creases, or stains.
- Incomplete packaging of returned products or missing invoices or accessories.
- Malicious, bulk, or fraudulent returns (e.g., returning counterfeit cards or incorrect items).
Return Process
Contact customer service → Confirm eligibility for return/exchange → Prepare the complete product and invoice → Provide pickup time, contact information, and address → Our designated logistics provider will handle the pickup.
Refund Information
Credit Card Payments: Upon successful return confirmation, the refund will be credited back to the original credit card used for payment within 5-10 business days. Credit card refunds may take an additional 3-5 business days to appear in your account.
Cash on Delivery: Upon successful return confirmation, the refund will be transferred to the bank account you provide within 5-10 business days.