Returns & Refunds

Return Eligibility

We accept returns within 14 days of delivery confirmation where:

• The item received was materially different from its listing description (e.g., listed as NM but arrived as HP, wrong edition, wrong set)
• The incorrect item was sent — wrong card, wrong product entirely
• The item arrived damaged due to inadequate packaging or courier mishandling
• A sealed product arrived visibly tampered with prior to delivery (outer packaging breached, shrink wrap damaged or missing)

We are unable to accept returns in the following circumstances:

• Change of mind — please review all product listings, condition descriptions, and photographs carefully before purchasing
• Damage that occurred after delivery (e.g., card damaged while sleeving or in your possession)
• Sealed products that have been opened after delivery — once you break the seal, the product is considered used
• Graded cards where the dispute is with the grading company rather than our listing
• Returns initiated outside the 14-day window without prior written approval
• Manufacturer defects in sealed products (missing cards, printing errors, damaged cards inside sealed packs) — these must be directed to the relevant publisher's customer support: The Pokémon Company International at support.pokemon.com, or Wizards of the Coast (Magic: The Gathering) at wizards.com/customerservice. Multi∞Verse is not responsible for manufacturer quality control issues in factory-sealed products
• Items where the original packaging, sleeves, or protective materials have been discarded or altered

Trading Card Game Products — Important Notice

Due to the nature of Trading Card Game products, the following items are final sale and cannot be returned or exchanged once shipped:

• Booster packs, booster boxes, and booster bundles — sealed or opened
• Elite Trainer Boxes and collection boxes — once opened
• Singles and individual cards — all sales are final unless the wrong card was sent or the card was materially misrepresented (e.g., listed as Near Mint but arrived Heavily Played)
• Graded cards (slabs) — all sales are final. Disputes with the grading company's assessment are not grounds for return
• Digital codes, PTCGO/PTCGL codes — non-refundable and non-exchangeable

This policy exists because the integrity of sealed TCG products cannot be verified once packaging has been opened, and the value of singles is condition-dependent. We photograph and describe every item accurately — please review listings carefully before purchasing.

Pre-Orders

Pre-orders require payment at the time of order. Pre-order deposits are non-refundable once payment has been confirmed, as we commit to purchasing stock from our distributors based on confirmed orders.

Pre-order cancellations:

• Cancellations made before we place our distributor order: full refund minus a 5% administration fee
• Cancellations made after we have placed our distributor order: no refund. Store credit may be issued at our discretion
• If we are unable to fulfil a pre-order due to distributor allocation or stock issues, you will receive a full refund with no fees deducted

Release dates are estimates and may change based on distributor and manufacturer timelines. Delays do not constitute grounds for cancellation or refund.

Order Cancellations

• Orders can be cancelled before dispatchby emailing admin@multi-verse.co.za
• Orders cancelled after payment confirmation but before dispatch are subject to a 5% cancellation fee to cover payment processing costs
• Repeated cancellations (3 or more within 60 days) may result in your account being flagged and future orders requiring upfront EFT payment only
• Orders cannot be cancelled once shipped

Quantity Limits

Multi∞Verse reserves the right to limit quantities on high-demand products. Orders that exceed stated limits may be partially refunded at our discretion. Where quantity adjustments are made, you will be notified before dispatch.

How to Initiate a Return

1. 1

   Contact us within 14 days

   Send an email to admin@multi-verse.co.za within 14 days of receiving your order. Include your order number, the item(s) you wish to return, and a clear description of the issue. Do not return an item without contacting us first.

2. 2

   Submit supporting photos

   Attach clear, well-lit photographs showing the issue — the card's front and back for condition disputes, or the outer packaging and contents for damage claims.

3. 3

   Await our assessment

   Our team will review your request and respond within 1–2 business days with an initial assessment. We may request additional photos or information. For damage claims, final resolution may be subject to the outcome of a courier insurance investigation, which can take up to 14 business days. We will keep you updated throughout the process.

4. 4

   Return the item

   If approved, we will provide a prepaid return waybill via Aramex. Package the item securely — the same care you would want it shipped to you. Return shipping for eligible returns is covered by Multi∞Verse.

Return Address

All approved returns must be sent to our registered business address below. Aramex will collect from your nominated pickup point using the prepaid waybill we provide — you do not need to post items yourself.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

Default resolution: Store Credit. Unless otherwise required by law, approved returns will be issued as store credit to your Multi∞Verse account. Store credit is non-transferable and has no expiry date.

Cash refunds are issued only where required under the CPA (wrong item sent, materially misrepresented condition, or damaged in transit). Approved cash refunds are processed within 3–5 business days:

• Card payments (Yoco) — refunded to the original card. Your bank may take 1–3 additional business days to process
• EFT payments — refunded to your bank account. We will request banking details via email

Original shipping costs are non-refundable unless the return is due to our error. Where only part of an order is returned, only the value of the returned item(s) will be refunded or credited.

Exchanges

If you prefer to exchange a returned item rather than receive store credit, let us know when you contact us. Exchanges are subject to stock availability. Price differences will be charged or credited accordingly.

Parcels Damaged in Transit

If your parcel arrives visibly damaged:

1. 1

   Photograph everything

   Photograph the outer packaging and contents before removing or disturbing anything.

2. 2

   Contact us within 24 hours

   Contact us at admin@multi-verse.co.za within 24 hours of delivery with photos and your order number.

3. 3

   Retain the damaged packaging

   Aramex may require it for their claims process.

4. 4

   We handle the claim

   We will raise a formal damage claim with Aramex on your behalf. Resolution (replacement or refund) is subject to the outcome of the courier's investigation, which typically takes 7–14 business days. We will keep you informed of progress and resolve your claim as quickly as possible.

Final Sale Items

The following are always final sale with no returns, exchanges, or refunds:

• Mystery boxes, lucky dips, and grab bags
• Items purchased during flash sales marked as "FINAL SALE"
• Digital codes and online redemption products
• Items purchased at in-person events or markets (separate terms apply)

Fraud Prevention

Multi∞Verse reserves the right to refuse returns, cancel orders, or suspend accounts where we have reasonable grounds to suspect fraudulent activity, including but not limited to:

• Return fraud (e.g., returning different items from those originally shipped)
• Claiming items were not received when courier tracking confirms delivery
• Chargeback fraud (disputing legitimate transactions with your bank)
• Creating multiple accounts to circumvent quantity limits

Suspected fraud will be reported to the relevant authorities and may result in permanent account suspension.