Returns, withdrawal and refunds
This page explains how to return or cancel a CARDJOY order, who pays return shipping and how long a refund takes. It applies to every online purchase: in Italy and across the European Union you always have at least 14 days to withdraw, with no reason required.
1. Right of withdrawal: 14 days
You may withdraw from the purchase within 14 days of the day you receive the parcel, without giving any reason. The deadline runs from the delivery date (for orders with several items, from the day you receive the last one).
No special form is required: a clear message is enough ([email protected]).
2. How to request a return
Write to [email protected] or use la pagina contatti, stating your order number and the items you want to return. We reply with the confirmation and the address to ship to.
- Pack the items in their original packaging with every accessory you received (sleeves, rigid box, free extras).
- Ship within 14 days of telling us you are withdrawing.
- Keep the shipping receipt until the refund arrives.
3. Condition of the products
To be refunded, products must be complete and fit for resale: seals intact, unused, with no damage caused by the customer. Opening the outer packaging to look at the product is fine, as long as the product seals stay intact.
- Mystery Boxes and bundles must be returned complete, not in part: the cards are assorted and we cannot take back single pieces.
- If a sealed product has been opened, the right of withdrawal may not apply (protection of opened sealed goods).
4. Who pays for return shipping
If you simply change your mind, the return shipping cost is yours. If the product arrived faulty, damaged or different from what you ordered, we cover the return shipping.
5. Refunds and timing
We refund within 14 days of receiving your withdrawal request, using the same payment method you used (card, PayPal, Apple Pay or Google Pay). We may hold the refund until we receive the returned products or proof of shipping.
- We refund the price of the products and the delivery costs paid on the order.
- We do not refund the return shipping cost when the withdrawal is a change of mind.
- How fast the money shows up depends on your bank or PayPal, not on us.
6. Faulty, damaged or wrong product
If the parcel arrives damaged or the contents do not match your order, contact us right away ([email protected]) with a photo: we arrange a replacement or a full refund, shipping included. The 24-month legal guarantee of conformity for consumers applies.
7. Products excluded from returns
Some categories cannot be returned, because of their nature:
- sealed products that have been opened (booster packs, displays, sealed boxes);
- products personalised or made to the customer's request.
8. Cancelling an order that has not shipped yet
If the order has not left yet, just write to us: we block it at no cost and refund the full amount, shipping included.
Last updated: October 2026.