Refund policy

Return and Refund Policy

Thank you for shopping with TCG JAPAN PARTNER. Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms below.

1. All Sales Are Final

Due to the collectible nature of trading card game (TCG) products and related merchandise, all sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed.

This policy is in line with industry standards for TCG retailers worldwide. Because sealed products such as booster packs, promotional cards, and bundled items can be opened, resealed, or tampered with, we are unable to verify the condition or authenticity of any item once it leaves our facility. To protect the integrity of every order and to ensure all customers receive genuine, untampered products, we do not permit returns based on:

 - Change of mind, buyer's remorse, or ordering by mistake
 - Dissatisfaction with card pulls, print runs, or rarity outcomes
 - Delays in delivery caused by customs, postal services, or courier handling
 - Incorrect shipping address provided by the customer
 - Refusal to pay import duties, taxes, or customs clearance fees

2. Pre-Order Items

Many of our products are sold as pre-orders, meaning they are shipped only after the publisher's official release date.

 - Pre-orders are charged in full at the time of order.
 - Release dates are set by the publisher and may be changed, delayed, or cancelled at the publisher's discretion. We will notify you by email as soon as we receive any update.
 - If the publisher cancels the product entirely, we will issue a full refund.
 - We do not accept pre-order cancellations once the order is placed, as we reserve inventory with the publisher on your behalf.

3. Damaged, Defective, or Incorrect Items

While we do not accept general returns, we stand behind every order we ship. If your item arrives:

 - Damaged during transit
 - Defective from the manufacturer
 - Incorrect (you received an item different from what you ordered)
 - Missing from your shipment

please contact us at info@malbek.co.jp within 7 days of delivery. Include the following:

 - Your order number
 - Clear photographs of the outer packaging and the damaged or incorrect item
 - A brief description of the issue

We will review your case and, at our sole discretion, offer a replacement (subject to stock), a partial refund, or a full refund. Claims submitted after 7 days of delivery may not be accepted.

Please note: minor cosmetic imperfections such as small dents, scuffs, or print-line marks on sealed product packaging are considered normal for factory-sealed TCG items and do not qualify as damage. This reflects standard practice across the TCG industry.

4. Non-Returnable Circumstances

We cannot issue a refund or replacement if:

 - The outer box or sealed packaging has been opened
 - The item has been removed from its original packaging
 - The issue was not reported within 7 days of delivery
 - The shipment was marked as delivered by the carrier but the customer reports non-receipt without proof (please contact your local carrier first)
 - The package was refused at customs or returned to us because import duties were not paid

5. Lost or Stolen Packages

Once a package is marked as delivered by the carrier, responsibility for the item transfers to the customer. We strongly recommend providing a secure delivery address. If your tracking shows delivery but you have not received the package, please contact your local carrier directly. We are unable to issue refunds for packages confirmed as delivered by the carrier.

6. Customs, Duties, and Import Taxes

International buyers are responsible for any customs duties, import taxes, or fees imposed by the destination country. We declare all shipments accurately and cannot mark shipments as "gift" or undervalue them. If a package is refused at customs or returned to us for unpaid duties, shipping fees (both outbound and return) are non-refundable.

7. European Union — 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, under EU Consumer Rights Directive 2011/83/EU, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.

However, this right does not apply to:

 - Sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery
 - Goods made to the consumer's specifications or clearly personalised
 - Sealed audio or video recordings or sealed computer software which have been unsealed after delivery
 - The supply of newspapers, periodicals, or magazines with the exception of subscription contracts for the supply of such publications

In line with Article 16 of the Directive, we consider our TCG sealed products and the accompanying promotional cards to fall under the exemption for sealed goods whose resale value depends on their sealed, untampered condition. Opening or unsealing the product voids the right of withdrawal.

To exercise the right of withdrawal for eligible items, EU customers must notify us at info@malbek.co.jp within 14 days of receipt. The item must be returned in its original, sealed, unopened condition at the customer's expense. Once we receive and verify the item, we will refund the purchase price (excluding original shipping fees) within 14 days.

8. Refund Processing

Approved refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer. Original shipping fees are non-refundable except in cases where the error was ours (wrong item shipped, our shipping mistake).

9. Contact

For any questions about this policy or to report an issue with your order, please contact:

TCG JAPAN PARTNER
Operated by Malbek Inc.
1691-4 Rokunoi, Ikeda-cho, Ibi-gun, Gifu 503-2425, Japan
Email: info@malbek.co.jp

We aim to respond to all inquiries within 2 business days (excluding Japan public holidays).