Refund Policy

If your order arrives damaged in transit, contact us before discarding anything. Keep the card, its sleeve and top-loader, the outer parcel and the tracking label until the claim is resolved, as these may be needed for verification and the courier claim.

Because collectible cards can easily be altered, swapped or mishandled after opening, every transit damage claim is verified against our listing photographs, dispatch records and the evidence you provide. Where damage is confirmed, we will arrange a refund or replacement for the affected item.

Buyers must record a continuous, uninterrupted video of the unboxing process starting from the unopened, sealed parcel, showing the tracking label clearly, through to the removal of the protective card sleeve. Before opening, the recording must clearly show all four sides of the parcel — left, front, back and right — so the packaging condition before dispatch can be verified. The recording should clearly show the parcel and the condition of the contents.

The video must be recorded continuously: do not cut, pause, stop the camera or edit the footage at any point. A recording with cuts, pauses or interruptions may not be accepted as evidence, and a claim based on such footage may be rejected. This is one of the requirements used to determine whether a transit damage claim qualifies.

Report any damage occurring during transit to support@collectgrading.com or via WhatsApp (+60 11-3337 5432) no later than 48 hours after the delivery date shown in tracking. A report received after this notice period may not be accepted, as a prompt report is needed to support a timely courier claim.

Include your order number, tracking number, unboxing video and clear photographs of the damaged item, the outer packaging and the shipping label. This does not override statutory consumer rights.

Ordinary manufacturing imperfections described in our Terms & Conditions are not considered transit damage. Raw card condition is represented by the actual listing photographs.

If you receive the wrong item, believe an item is not authentic, or find it materially different from the listing, contact us promptly with your order details and supporting evidence. We will assess the issue in accordance with applicable consumer law. Missing video evidence does not remove rights that the law guarantees.

Refund and return requests must be sent to support@collectgrading.com or via WhatsApp (+60 11-3337 5432) within 7 calendar days of the purchase date, regardless of issue type. A request received after this window is not accepted and the order is treated as final.

Refunds are available only for genuine card condition concerns, as set out below — not for a change of mind. Transit damage falls under the same window, and nothing here limits any statutory right you have for items that are faulty, not as described or otherwise non-conforming under applicable Malaysian consumer law.

Trading cards are sensitive collectibles, and every card we sell is photographed in detail before listing. A refund may be requested only where the card you received is bent, creased or folded and its listing photographs show no such damage. Minor wear — such as white dots, whitening, light scratches or edge wear — does not qualify for a refund, even if it is not clearly visible in the listing photographs. Change-of-mind returns are not accepted: deciding you no longer want a card does not qualify for a refund.

If you believe the card's condition differs from its listing, contact us within 7 calendar days of the purchase date with your order number and clear photographs. Approved returns are sent back at the buyer's own shipping cost, using a tracked service, and the card must be returned in its original protective sleeve and top-loader.

On arrival, we compare the returned card against the condition recorded in our listing photographs and dispatch records. A refund is issued only where the returned card matches the condition in which it was sent. If the card shows new scratches, whitening, bends, edge wear or any other change from its dispatched condition, CGX reserves the right to decline the refund and return the card to the buyer at the buyer's cost.

Damage that occurs during delivery is not a card condition concern and does not qualify for a refund under this section — it is handled exclusively through the transit damage process above, which requires a continuous unboxing video. This protects both parties, as rough handling in transit can affect sensitive items like trading cards.

Professionally graded cards are sold as encapsulated by the named grading company. Disagreement with the assigned grade, slab label or a future regrade result is not grounds for a refund; any concern about the grade itself must be raised with the grading company. Do not open, crack or tamper with a slab — a slab that has been opened, cracked or altered cannot be returned.

Sealed products (booster boxes, packs and sealed collectibles) may only be raised under this policy while factory seals remain intact. Opened packs, pulled cards and the contents of any CGX mystery box or event gift are final, as their contents are random and cannot be verified after opening.

Refunds are not available for: change of mind; market price changes after purchase; minor factory imperfections described in our Terms & Conditions; card swapping or items that do not match our dispatch records; slabs that have been opened or tampered with; opened sealed products; and requests received after the refund request window.

Please contact us first so we can resolve any order issue directly. Opening a payment dispute or chargeback without contacting us may delay resolution. CGX will provide listing photographs, dispatch records and tracking information to the payment provider in response to any dispute. This does not limit your right to contact your payment provider or rights under applicable law.

We review the order, listing and submitted evidence, and assist with courier claims where appropriate. Please contact us before returning an item so that we can provide the correct instructions. Keep the item and packaging while the issue is being reviewed.

Where a refund is agreed or legally required, we will arrange it through the original payment method where possible. Processing and the time funds appear depend on the payment provider; we will confirm the arrangements for your case. Courier compensation remains subject to the carrier's procedures and limits, without limiting statutory remedies.

Nothing in this policy excludes rights or remedies provided by applicable Malaysian consumer law. If you cannot provide the requested evidence or have missed the courier notice period, contact us so we can assess what assistance and remedies remain available.