Shipping and Refund Policy

This policy is part of the Terms and Conditions and is accepted when you sign up.

Part 1 — Shipping

1. Your cards, your choice

A card you keep is a claim on the real, physical card. It stays in your Binder for as long as you want, with no expiry. When you want it at home, select it in your Binder and request a shipment. Shipping opens once you have bought at least €9.99 of Coins (amounts actually paid, net of refunds and of disputed payments); until then your cards stay in your Binder, where you can keep them or sell them back for Coins.

2. Where the cards come from

We send the cards we have in stock from our warehouse in Italy. The others we buy for you on the open market: the exact card you pulled, same set and same rarity. They are sent to you by us or straight by the supplier, so a shipment may arrive in more than one parcel or letter, on different days: this is normal. For the cards we order, we may give your shipping address to the supplier, so that the card can be sent straight to you. The cards we ship are always in Near Mint condition, by our standards; grading is not guaranteed unless we say so expressly.

3. What it costs

Shipping is paid in euros through Stripe, not from your Coins balance. The fee depends on how many cards you ship and on their reference value:

• €10.00 for every shipment, which covers up to 3 cards with a reference value of €10.00 or more each;
• €5.00 for each further card of €10.00 or more;
• €8.00 for each card under €10.00, on top of the €10.00, because each one is ordered and sent on its own.

For example: one card of €12.00 ships for €10.00, four cards of €12.00 for €15.00, one card of €3.00 for €18.00. Your Binder shows the fee, card by card, before you request anything. Import duties and customs charges, where they apply, are paid by you.

4. From request to parcel

When you request a shipment you tick a box to accept these shipping conditions.

• Cards worth €250.00 or less in total. The fee shown is final. You can pay it at once, and you have 14 days to do it.
• Cards worth more than €250.00 in total, or any request while one of your payments is under dispute. The fee shown is the likely one. We check the request, usually within 24 hours and within 5 working days at most, and email you the final fee; you then have 14 days to pay it.

We remind you by email. A request not paid in time is cancelled by itself and the cards go back to your Binder. Until you pay you can cancel the request at no cost. Once you have paid, we order the cards: the request can no longer be cancelled or changed. We may decline a request we cannot fulfil, for example to an address we cannot deliver to: we tell you why, nothing is charged, and the cards go back to your Binder.

We ship tracked wherever possible. We email you when the parcel leaves, with the carrier and the tracking link when there is one; you find both on the shipment's page, where you can also confirm that the parcel has arrived. The phone number in your address is optional and is passed only to those who handle the delivery of your parcel, as explained in our Privacy Policy.

5. Where we ship and how long it takes

We ship where our suppliers, or the courier, can deliver: today all the countries of the European Union, Iceland, Liechtenstein, Norway, Switzerland, the United Kingdom, Japan and Singapore. If your country is not on the list, write to support and we will look at your case; we cannot promise to reach every country.

Delivery usually takes 7 to 14 working days from payment. It depends on how easily the card can be found on the market and on where it has to go.

Part 2 — Refunds

Packify sells digital products: Coins and digital mystery packs. Physical cards come in only when you ask for a shipment. This part covers the refunds of all three: Packs, Coins and shipping fees.

6. Packs

A Pack you have not opened can be refunded within 14 days of its purchase: write to support and the Coins you paid go back to your balance. When you open a Pack you ask us to deliver its contents at once, and you lose the right of withdrawal on that Pack (Art. 16(m) of Directive 2011/83/EU and equivalent rules). Opened Packs are never refundable. The cards a Pack turns out to contain, whatever their value, are never a reason for a refund: a Pack with random cards could not exist if it were refunded every time the cards disappoint.

7. Coins

A purchase of Coins that is entirely unused can be refunded within 14 days of the payment, in line with your statutory right of withdrawal. It is entirely unused when no Coins have left your account since you made it and your balance still holds all the Coins it gave you. As soon as any part is spent, the rest of that purchase is no longer refundable. Coins have no value outside the Platform and cannot be transferred. Promotional and bonus Coins are never refundable, and the bonus Coins that came with a refunded purchase are removed with it. To ask for the refund, write to support (Section 13) from your account's email address.

8. Shipping fees

You always see the shipping fee before you pay it, and paying it means you accept its amount. Once paid, the fee is not refundable, and finding it too high, also after paying, is not a reason for a refund. There is one exception: if none of your cards can be found, the fee is refunded in full to your payment method; if only some can be found, the fee is recalculated without the missing cards (the €10.00 stays due as long as one card ships) and the difference is credited in Coins.

Multiple accounts. Using more than one account is not a fair use of Packify. An account that we close for this reason (Terms, Section 15) receives no shipment: no card is shipped from it, a shipment already requested is not made even if its fee has already been paid, and the fee is not refunded.

9. When we refund or credit you

• A card cannot be found. If a card you asked us to ship cannot be found within a reasonable time and on reasonable commercial terms, we credit you its full reference value in Coins, we email you, and the card leaves the shipment.
• A parcel is lost or damaged on the way. If the parcel looks damaged when it arrives, tell the courier before you sign for it. In every case write to support within 7 days of delivery, with photos. If a parcel has not arrived 14 days after our shipping email, write to support within the following 7 days. Couriers accept claims only within these times: after them we can no longer open one for you. We file the claim with the courier used for the shipment and follow the courier's rules for the refund. Packify relies on professional logistics centres for the transport of parcels, precisely to avoid these problems.
• You receive the wrong card. Write to support: we look at each case and decide how to put it right.
• A payment is charged twice, or charged without the Coins arriving. Once verified, it is always refunded or credited in full.

10. Cards already shipped

Cards that have been shipped cannot be returned. This does not limit the rights the law gives you when a card arrives damaged or is not the card you asked for.

11. Chargebacks

If you open a payment dispute with your bank or card issuer without contacting support first, we may suspend your account and any shipment in progress until it is settled (Terms, Section 13). Almost everything is solved faster by writing to us.

12. Respect

Real people answer our support. Complaining, disagreeing with a decision, leaving a negative review or using your legal rights is never a problem; insults, threats, harassment and discriminatory remarks are. If conduct of that kind is on record, we may end the contract as set out in the Terms (Section 15). Except for threats and harassment, we warn you in writing first, and we always tell you in writing what we decided and why. This is what happens then:

• purchased Coins you have not spent are refunded at the price you paid, to your payment method, within 14 days, even if the purchase was partly spent (Section 7 does not apply here); promotional Coins are not refunded;
• shipments already paid are completed; requests not yet paid are cancelled and their cards go back to your Binder;
• the cards in your Binder stay yours: you can ask support to have them shipped at the published fee. No amount is paid in money for cards, and cards obtained through fraud or abuse are cancelled;
• your account is closed, and we may refuse a new registration or new purchases.

Opened Packs stay non-refundable (Section 6), and the rights the law gives you on cards already delivered are not affected.

13. How to reach us

Write to support@packify.cards from your account's email address. We answer refund requests within 5 working days. Refunds of money go back to the original payment method; credits are made in Coins.