Refunds & Return Policy

Effective date: November 11, 2025

GemTCG, LLC d/b/a “CollectBuySell” (“CollectBuySell”, “we”, “us”, or “our”) operates a two-sided marketplace connecting independent sellers and buyers of trading cards and related items. We are not a party to contracts of sale between users. This policy explains how refunds, returns, and order adjustments are handled on the platform.

1) Scope & Marketplace Role

• Contracts of sale are between Buyer and Seller.
• CollectBuySell facilitates payments and messaging but does not take title to goods or guarantee listings, counterparties, or shipments.
• Where this policy references timeframes or steps, individual buyer programs may specify stricter rules; those posted program rules control for that buyer.

2) Inspection Window & Eligibility

• Unless a buyer program states otherwise, the inspection window is up to 14 days from carrier-confirmed delivery.
• During the window, the Buyer may request an order adjustment (partial refund) for:
  • counts/rarities not received as agreed,
  • items in materially different condition than represented,
  • obvious misdeliveries or similar discrepancies.
• Requests must include clear evidence (e.g., photos/video, unboxing where applicable, packing slip, tracking).

After the inspection window expires, orders are deemed accepted and are not eligible for adjustments or refunds (subject to mandatory consumer rights in your region).

3) How to Request an Adjustment/Refund

1. Buyer messages the Seller in-app with evidence within the inspection window.
2. If the parties reach agreement, Buyer submits an order adjustment; payouts are updated accordingly.
3. If no agreement, CollectBuySell may review evidence and suggest a resolution to protect marketplace integrity. Final payment changes occur between Buyer and Seller via the platform.

4) Outcomes

• Adjustment (Partial Refund): Payout reduced to reflect accepted quantities/conditions.
• Return (When Agreed):
  • Returns require Seller approval unless required by applicable consumer law.
  • Unless otherwise agreed/required by law, Seller pays return shipping only where Seller error is confirmed; otherwise Buyer pays.
  • Refund (if any) is processed after carrier shows return delivered and Buyer’s receipt is confirmed.
• No Action: If evidence is insufficient or claims are outside this policy, no refund/adjustment is issued.

5) Items That Are Typically Not Returnable

• Lots/bulk sold “as received” where counts/rarities/conditions match accepted terms,
• Damage occurring after delivery due to handling/storage,
• Normal wear or minor packaging imperfections not affecting the agreed condition,
• Any item modified or altered after delivery.

(Your local consumer rights may grant additional protections; see §10.)

6) Lost or Damaged in Transit

• Lost: If a shipment is confirmed lost by the carrier, the order may be canceled and funds returned; parties must cooperate with carrier claims.
• Damaged: Buyer should document packaging and item condition on arrival and contact Seller promptly within the inspection window.
• Optional Insurance (if selected): When offered and purchased (e.g., 3.5% fee), coverage applies only to carrier-confirmed loss, up to the posted cap, and requires all requested evidence (e.g., mailing video, carrier confirmation). It does not cover condition disputes or Seller default.

7) Fees, Timing & Chargebacks

• Marketplace service fees paid to CollectBuySell are non-refundable except where required by law or where we expressly state otherwise.
• Payment processing is handled by third-party processors (e.g., Stripe). Refund timing depends on the processor and issuing bank.
• Chargebacks: If you file a chargeback, you agree to provide accurate information to your bank and to cooperate with our processor’s investigation. Unsupported or abusive chargebacks may result in account action.

8) Fraud, Abuse & Off-Platform Transactions

• Claims suspected to be fraudulent or intended to avoid fees may be denied and may result in suspension or termination.
• Off-platform transactions are prohibited; disputes arising from them are outside this policy.

9) How to Get Help

• Use the in-app thread for order issues and to share evidence within the inspection window.
• If the other party is unresponsive, contact contact@gemtcg.com with order ID, timeline, and evidence.

10) Region-Specific Rights

• Consumers in certain jurisdictions (e.g., EEA/UK) may have mandatory rights (withdrawal, conformity, legal guarantees). Where applicable, those rights supplement this policy and prevail in case of conflict. Business-to-business transactions may not include such rights.

11) Changes to this Policy

We may update this policy to reflect changes in the Service or law. The Effective date above will be updated and, where required, additional notice provided.

12) Contact

Questions? contact@gemtcg.com