Withdrawal & Returns
This Withdrawal & Returns Policy explains how cancellations, returns, refunds, damaged products, sealed trading card game products, and pre-orders are handled at HoloVaultCards.com.
1. Seller Information
HoloVaultCards GbR
Represented by: Jennifer Köster
Neuwerkstraße 4
99084 Erfurt
Germany
E-Mail: [email protected]
Website: https://holovaultcards.com
2. Right of Withdrawal
Consumers have the right to withdraw from an online purchase within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, received the goods.
To exercise your right of withdrawal, you must inform us clearly by email:
Your message should include your name, order number, email address used for the order, and a clear statement that you want to withdraw from the purchase.
3. Return Conditions for Sealed TCG Products
HoloVaultCards sells trading card game products, including sealed booster boxes, elite trainer boxes, collection boxes, displays, booster packs, accessories, and other collector products.
For sealed TCG products, the original manufacturer seal, shrink wrap, box condition, and packaging are important parts of the product value.
Returned products must be complete, unused, unopened, untampered with, and in the same sealed condition in which they were delivered.
If the original seal, shrink wrap, booster packaging, display seal, box seal, or product packaging has been opened, removed, damaged, resealed, or tampered with, the product may no longer be accepted as a normal return because the product value can be significantly reduced.
Opened booster packs, opened booster boxes, opened displays, opened elite trainer boxes, opened collection boxes, used accessories, and products with broken or removed seals cannot be refunded as new sealed products.
If a returned item shows signs of opening, use, damage, tampering, missing parts, or value loss, we may deduct the corresponding loss of value from the refund or refuse a refund where legally permitted.
This does not affect your statutory rights if the product is defective, damaged on arrival, incomplete, or incorrectly delivered.
4. Return Shipping
After sending your withdrawal request, you must return the goods within 14 days.
The customer is responsible for the direct cost of return shipping unless we have agreed otherwise or the return is caused by our mistake.
We strongly recommend using tracked and insured shipping for returns, especially for valuable TCG products.
Please do not send products back without contacting us first. This helps us identify your order and process your return correctly.
5. Refunds
Once we have received and inspected the returned goods, we will process the refund.
Refunds are made to the same payment method used for the original order, unless another method has been clearly agreed and does not create extra costs for you.
We may withhold the refund until we have received the returned goods or until you have provided proof that you have sent the goods back.
Original standard shipping costs may be refunded where legally required. Additional shipping costs caused by choosing a more expensive delivery option than the cheapest standard delivery offered by us are not refunded.
6. Damaged, Defective or Wrong Products
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at:
Please include your order number and clear photos of:
- The damaged or wrong product
- The outer shipping box
- The inner packaging
- The shipping label
- Any visible damage, missing items, or defects
Please keep the product and all packaging until the case is resolved, as the carrier or insurer may need evidence.
Your statutory warranty rights remain unaffected.
7. Pre-Orders
Pre-order products are products that are not yet officially released or not yet available for immediate shipping.
Customers may cancel a pre-order free of charge until the official release date of the product.
After the official release date, cancellation may no longer be possible if the order has already been processed, prepared for shipment, or shipped.
If a pre-order release date changes because of the manufacturer, supplier, distributor, shipping delays, allocation, or other circumstances outside our control, the pre-order remains active and will be shipped once the product becomes available.
If we cannot fulfill a pre-order because the product becomes unavailable, we may offer a replacement, store credit, or refund for the affected item.
8. Excluded or Reduced Returns
Returns may be rejected or refunded only partially if:
- The item was opened after delivery
- The manufacturer seal or shrink wrap was removed or damaged
- The product was used, damaged, resealed, or tampered with
- Cards, packs, accessories, inserts, or packaging are missing
- The product is not returned in the same condition in which it was delivered
- The value of the product has been reduced by handling beyond what was necessary to inspect it
This does not limit your statutory rights for defective, damaged, incomplete, or incorrectly delivered products.
9. Return Address
Please contact us before returning any product. We will confirm the correct return address and return instructions by email.
HoloVaultCards GbR
Neuwerkstraße 4
99084 Erfurt
Germany
10. Model Withdrawal Form
You may use the form below, but it is not mandatory.
To:
HoloVaultCards GbR
Neuwerkstraße 4
99084 Erfurt
Germany
E-Mail: [email protected]
I hereby withdraw from the contract concluded by me for the purchase of the following goods:
Product(s): ________________________________
Order number: ________________________________
Ordered on: ________________________________
Received on: ________________________________
Customer name: ________________________________
Customer address: ________________________________
Customer email: ________________________________
Date: ________________________________
Signature, only if submitted on paper: ________________________________
11. Contact
For returns, withdrawal requests, damaged products, or pre-order cancellations, please contact: