Refund policy

14-Day Return Policy You have 14 days after receiving your item to request a return. To be eligible, items must be unused, in original condition, with tags and original packaging. Proof of purchase is required.

Return Postage Return postage costs are the responsibility of the buyer in all cases. However, if the return is the result of our error — including an item that is damaged, defective, or not as described — we will reimburse the return postage cost upon receipt of your postage receipt. Change of mind returns do not qualify for postage reimbursement.

Damages and Issues All items are inspected and carefully packed before dispatch. If you believe your item arrived damaged, you must contact us within 48 hours of delivery at umbranay@gmail.com with the following photographic evidence: (1) the damaged item, (2) the outer packaging, and (3) the inner packaging. Claims submitted without photos cannot be assessed. We reserve the right to determine whether damage occurred during transit or after delivery.

Video Unpacking Recommendation We strongly advise filming a continuous video while unpacking your order, particularly for high value items such as PSA graded cards, sealed TCG products, and collectible figures. A clear unboxing video showing the outer packaging, inner packaging, and item condition upon opening significantly strengthens any damage or missing item claim and helps us resolve your case quickly and fairly. While not mandatory, the absence of an unboxing video may limit our ability to assess and approve certain claims, especially for high value orders.

Proof of Packaging We photograph all orders before dispatch. This allows us to verify the condition of items and packaging at the time of sending, which forms part of our assessment process for any damage claims.

Non-Returnable Items Blind box items, sealed TCG products once opened, downloadable content, custom/personalised items, sale items, and gift cards are non-returnable and non-refundable.

Exchanges To exchange an item, return the original (once approved) and place a new order separately.

Refunds Once your return is received and inspected, we will notify you of approval. Approved refunds are issued to your original payment method within 5–10 business days. Return postage reimbursement applies only where the return is due to our error and is processed upon receipt of your postage receipt.