Refund policy

Last updated: October 17, 2026

Thank you for shopping with ASHVEIL. We want you to be happy with your order. This policy explains how returns, exchanges, and refunds work for orders placed on ashveiltcg.shop and shipped within the United States.

1. 30-Day Return Window

You may return eligible items within 30 days of the delivery date for a refund or exchange. To be eligible, your item must be:

  • Unopened and unused, in its original, factory-sealed packaging.
  • In the same condition in which you received it, with all tags, inserts, and accessories included.
  • Accompanied by your order number or proof of purchase.

2. Items That Cannot Be Returned

To protect the integrity of our trading card products, we cannot accept returns on:

  • Opened booster packs, booster boxes, starter decks, collector boxes, or collector tins, or any product whose factory seal has been broken.
  • Cards, sleeves, top loaders, or accessories that have been used, played with, or removed from their packaging.
  • Items damaged after delivery through misuse, accidents, or normal wear.
  • Gift cards, if offered.

Please check your order carefully before opening sealed products.

3. How to Start a Return

  1. Email us at support@ashveiltcg.shop within 30 days of delivery with the subject "Return Request."
  2. Include your order number, the item(s) you want to return, and the reason.
  3. We will review your request and reply within 1 to 2 business days (Monday to Friday) with approval and return instructions, including the return address.
  4. Pack the item securely in its original packaging and ship it using a trackable service. Please do not send items back before we approve your return, as unapproved returns may not be accepted.

4. Return Shipping Costs

For returns that are not caused by our error, you are responsible for the return shipping cost, and original shipping charges are non-refundable. If your item arrived damaged, defective, or incorrect, we will cover return shipping (see Section 6).

We recommend using a trackable shipping service or purchasing shipping insurance, because we cannot guarantee that we will receive items that are lost in transit.

5. Refunds

  • Once we receive and inspect your return, we will email you to confirm and tell you whether your refund is approved.
  • Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card issuer may need additional time to post the credit.
  • If your return is rejected because it does not meet the conditions in this policy, we will let you know the reason and may send the item back to you at your expense.
  • If you received free shipping on an order over $50.00 and your return brings the remaining order to $50.00 or less, the $12.00 standard shipping fee may be deducted from your refund.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or not what you ordered, contact us at support@ashveiltcg.shop within 7 days of delivery. Please include:

  • Your order number.
  • Clear photos of the item, its packaging, and the shipping box.
  • A short description of the problem.

After we verify the issue, we will offer a replacement or a full refund, including shipping, at no cost to you.

7. Exchanges

If you would like a different product, the fastest way is to return the original item for a refund (following Sections 1 to 5) and place a new order. If you want a replacement of the same item because of a defect, see Section 6.

8. Order Changes and Cancellations

You may cancel or change an order before it ships. Email support@ashveiltcg.shop as soon as possible with your order number. Once an order has shipped, it can no longer be cancelled, but you may return it under this policy.

9. Lost or Delayed Packages

If your tracking shows that your package was delivered but you have not received it, first check with neighbors and your household, and allow 24 hours for the carrier to update. If it still has not arrived, or if your package is significantly delayed, contact us at support@ashveiltcg.shop and we will work with the carrier to resolve it with a replacement or refund.

10. Late or Missing Refunds

If you have not received your refund within the time above, first check your bank account, then contact your credit card company or bank, as it may take some time before the refund posts. If you have done this and still have not received your refund, please contact us at support@ashveiltcg.shop.

11. Contact Us

ASHVEIL
Email: support@ashveiltcg.shop
Address: 30 Central Avenue, Mooroolbark, VIC 3138, Australia
Business hours: Monday to Friday, 9:00 AM to 6:00 PM (Australian Eastern Time)

We aim to respond to all enquiries as quickly as possible during our business hours.