Refund policy

Refund & Returns & Pre orders Policy 

Last Updated: January 28, 2026

At Untapped Potential TCG (untappedpotentialtcg.co.za), we want you to be happy with your purchase. This policy explains when and how you can return or exchange products, including Magic: The Gathering, Pokémon, and other TCG singles, sealed packs, and accessories. Please read carefully before making a purchase.

1. Return Eligibility

You may return eligible products within 7 days of delivery, provided they meet the following conditions:

  • Unopened and Unused: Sealed products (e.g., booster packs, boxes) must remain unopened and in their original packaging.

  • Singles in Original Condition: TCG singles must be in the same condition as shipped (e.g., in sleeves or protective cases).

  • Proof of Purchase: An order number or receipt must be provided.

  • Complete Packaging: Items must include any packaging, accessories, or promotional items originally supplied.

Non-Returnable Items:

  • Opened booster packs or boxes.

  • Used or damaged TCG singles that were not reported as damaged upon delivery.

  • Personalized or custom-ordered items.

  • Clearance or final-sale items, unless defective or incorrect.

2. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please notify us within 7 days of delivery.

Email us at untappedpotentialtcg@gmail.com with:

  • Your order number

  • A description of the issue

  • Clear photographic evidence of the damage or incorrect item

We will review your claim and, if approved, arrange a replacement (subject to stock availability) or issue a refund. If a replacement is unavailable, a refund will be processed.

3. Return Process

To return an eligible item:

  1. Contact Us: Email untappedpotentialtcg@gmail.com within 7 days of delivery with your order number and reason for return.

  2. Return Instructions: We’ll provide the return address and instructions. Returns must be shipped via PostNet or another trackable courier service.

  3. Return Shipping Costs: Unless the item is defective or incorrect, you are responsible for return shipping costs.

  4. Inspection: Returned items will be inspected within 5 business days of receipt. Items must meet the eligibility requirements above.

  5. Refund or Replacement: If approved, we’ll issue a refund to your original payment method within 7 business days or send a replacement if available.

4. Shipping Costs

  • Customer Returns: You are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item).

  • Defective/Incorrect Items: If your return is approved for a defective or incorrect item, we will cover or reimburse reasonable return shipping costs (up to R100).

5. Refunds

Refunds are issued to the original payment method within 7 business days of approval.

  • Card payments (Stitch Express): Approved refunds for card payments are processed back to the same card via Stitch Express. Once processed by us, it may take additional time for the refund to reflect on your account depending on your bank/card issuer’s processing times.

  • EFT payments: Refunds for EFT orders will be processed via EFT to the payer’s bank account details supplied (and may require verification of the account holder details for fraud prevention).

Refunds cover the product cost only, excluding the original shipping fee, unless the return is due to our error.

For TCG singles, refunds are subject to verification that the returned card condition matches the condition in which it was sold.

6. Pre-Orders and Limited Items

  • Pre-Orders: Pre-orders may be cancelled for a full refund prior to shipping. Once shipped, they fall under the standard 7-day return policy.

  • Limited/Collector Items: Due to limited availability, these may only be returned if defective or incorrect.

Preorder Policy

By placing a preorder with us, you acknowledge and agree to the following:

  1. Preorder items are not in-hand and are not ready for immediate dispatch.

  2. Any release date, ETA, expected arrival date, or dispatch estimate is provided in good faith but is not guaranteed. These dates may change due to supplier allocation, production delays, shipping delays, customs processing, or distributor changes.

  3. A preorder reserves stock on a subject-to-allocation basis. Stock is only confirmed once it has been received by us from our supplier and processed into inventory.

  4. If our supplier short-ships, delays, changes, or cancels any item, we reserve the right to reduce quantities or cancel the affected portion of an order and issue a refund for any unavailable item(s).

  5. Orders containing both in-stock and preorder items may be held and shipped together once all items are available, unless otherwise stated by us.

  6. We will try to communicate major delays or material changes where reasonably possible.

  7. If a customer asks to cancel a preorder, a reasonable cancellation or administration fee may apply where costs have already been incurred.

  8. We reserve the right to cancel and refund any order affected by supplier withdrawal, stock allocation issues, or obvious pricing or listing errors.

  9. Nothing in this policy removes or limits any rights available to consumers under applicable South African law.

7. Contact Us

For any questions about this Refund & Returns Policy or to start a return, please contact:

📧 untappedpotentialtcg@gmail.com