Refund policy
Returns & Refunds — D11 Vault
Trading-card products
We do not accept change-of-mind returns or exchanges on trading-card products, including sealed booster packs and boxes, collections, individual cards and graded cards. This includes finding a lower price elsewhere or changes in a product’s market value.
Trading cards are randomly packed. We do not guarantee particular cards, rarities, pull results or resale values unless expressly stated in the product listing. Disappointment with the contents of a correctly supplied product is not grounds for a return.
Damaged, defective or incorrect items
These restrictions do not affect your rights under applicable UAE consumer-protection law.
If your order arrives damaged, defective, incomplete, incorrect or materially different from its description, contact d11vault@gmail.com as soon as reasonably possible with:
- Your order number.
- A description of the issue.
- Photos of the product and packaging, where available.
Please retain the packaging while we review the issue. An unboxing video may help, but is not required to submit a claim. Opening a product does not automatically remove your rights where opening was necessary to discover a problem.
We will assess the issue and provide the appropriate remedy under applicable law, including a replacement or refund where required. D11 Vault will cover reasonable return-shipping costs for confirmed product faults or fulfilment errors.
Return process and refunds
Please contact us before sending an item back so we can provide return instructions and the correct address.
Approved refunds will be issued to the original payment method. We will confirm when the refund has been processed; your bank or payment provider may require additional time to credit your account.
Cancellations and unavailable products
Contact us promptly if you wish to cancel before dispatch. Cancellation conditions for pre-orders or specially sourced products will be disclosed before purchase and will not override your statutory rights.
If we cannot fulfil an item, we will refund the amount paid for it and any associated delivery charge that no longer applies.
Other product categories
Any additional return conditions for clothing, footwear, figurines or accessories will be clearly stated before purchase. The trading-card change-of-mind exclusion above applies specifically to trading-card products.