Refund Policy

Marketplace Orders

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, with missing items or not as described in the listing, report it in the app within 72 hours of delivery, with photos of the parcel and the item, or email support@tcgcove.ae. Please keep the packaging until the report is resolved. If the report is accepted, you are refunded the price of the affected card. The AED 25 delivery fee is also refunded when the whole order is refunded, and the AED 3 service fee as described below. Items that are wrong or not as described must be returned within 3 business days.

Lost or Undelivered Orders

If your order does not arrive within the expected delivery time, we will investigate with our courier partner. If the parcel is confirmed lost, or arrives damaged in transit, you receive a full refund of the card price, the AED 25 delivery fee and the AED 3 service fee.

Parcels Returned to the Seller

If the courier returns a parcel to the seller because delivery could not be completed for a reason on your side (for example the parcel was refused, you could not be reached, or the address was wrong), you are refunded the card price only. The delivery fee and the service fee are not refunded. If the parcel is returned because of the seller (for example a packaging or paperwork problem), you receive a full refund.

Cancelled or Late Orders

You can cancel an order yourself from the order page at any time before the seller marks it ready to ship, and you get a full refund, including the AED 3 service fee. After that, you can send a cancellation request to the seller. If the order is not ready to ship within 3 business days, you can cancel it free of charge before it ships. If the seller rejects or cannot fulfil your order, or it has not shipped by the 5th business day, the order is cancelled and you receive a full refund. If the amount charged does not match the price shown at checkout, we check it and refund the difference.

Service Fee

The AED 3 service fee is charged once per payment. Pro and Elite members, including during the free trial, do not pay it. It is refunded once when any refund in that payment is not your own choice (for example the seller cancels, does not answer your cancellation request in time, or there is a courier problem), and also when you cancel before the seller marks your order ready to ship.

What Is Not Refundable

TCGCOVE does not offer refunds for change of mind or accidental purchases after the seller has marked your order ready to ship, unless the seller accepts your cancellation request. The following are also not refundable:

• Opened trading card packs, boxes or sealed products
• Pre-Grade and Check Condition results already delivered
• Pack credits, used or unused
• Plan fees for a billing period that has already started, including unused days and unused allowances (see Plans below)

Plans

TCGCOVE offers optional paid plans, Pro and Elite, billed monthly or yearly in AED through our payment gateway. Plan fees are charged in advance at the start of each billing period, and your plan renews automatically until you cancel. Plans bought on iPhone are billed and refunded by Apple, and plans bought on Android by Google Play, under their own rules.

3-Day Free Trial (Pro)

You can try Pro free for 3 days, once per account. If you do not cancel before the trial ends, the plan price is charged automatically when the trial ends. A plan charge taken because a trial was not cancelled in time is not refundable.

No Refunds for Partial Periods

Plan payments already taken are not refunded for unused days or unused allowances, except where required by UAE law or in the case of a billing error. If you cancel, your plan stays active until the end of the period you have already paid for, and no further payments are taken.

Upgrades and Downgrades

An upgrade starts straight away and you pay only the difference for the rest of the current period. A downgrade starts at your next renewal date, and no refund is given for the current period.

Cancel Before Your Renewal Date

To avoid being charged for the next period, cancel before your renewal date. Your renewal date is shown in your account under Profile, then Subscription. A renewal payment taken because a plan was not cancelled in time is not refundable. For full details on how to cancel, see our Cancellation Policy.

Packs

Pre-Grade and Check Condition packs are one-time purchases. Pack credits are valid for 12 months from purchase and are not refundable, except where required by UAE law or in the case of a billing error.

Billing Errors

If you believe you were charged incorrectly, for example charged twice or charged after you cancelled, contact support@tcgcove.ae within 7 days of the charge. If the error is confirmed, the incorrect amount will be refunded in full to your original payment method.

Refund Processing

All approved refunds are made to the original card used at checkout, through our payment gateway, and we send you a credit note by email. We refund within 4 to 7 business days. Your bank may take a few more days to show it on your card. If you have not received your refund after this period, please check with your bank first, then contact TCGCOVE.

Buyer and Seller Disputes

TCGCOVE runs the marketplace but is not the seller of the items. You can open a dispute on the order in the app, and our support team will review the case with both sides. Where appropriate, we may issue a partial or full refund to resolve the dispute, at TCGCOVE's discretion after reviewing the case.

Related Policies

See also our Cancellation Policy, Delivery Policy and Terms & Conditions.

Contact

To request a refund, email support@tcgcove.ae with your order number (or, for plans and packs, the email address linked to your account), or visit our Contact Us page. TCGCOVE is operated by Lead Smart Web Solutions L.L.C - S.P.C, Al Reem Island, Abu Dhabi, United Arab Emirates.