Refund Policy
Last updated: February 12, 2026
At ELITCG, we want every customer to feel confident when ordering collectible Trading Card Game products from us.
This Refund Policy explains how returns, cancellations, refunds, damaged products and pre-orders are handled.
ELITCG is operated by:
SERINITYMERCH
33 Rue Larousse
95190 Goussainville
France
SIRET: 100 379 304 00015
Email: help@elitcg.com
This policy applies alongside our Terms & Conditions and Shipping & Returns Policy. Nothing in this policy limits any mandatory consumer rights provided by applicable law.
1. 14-Day Right of Withdrawal
Consumers who benefit from French or European Union consumer protection laws generally have 14 days from the date they receive their order to inform us that they wish to withdraw from their purchase, without having to provide a reason.
To exercise your right of withdrawal, contact:
Please include:
- Your full name
- Your order number
- The product or products you wish to return
- A clear statement confirming your decision to withdraw from the purchase
Once you have notified us, the relevant products must normally be returned within 14 days.
2. Return Address
Please contact us before returning an order so that our team can provide the appropriate return instructions.
Returns should be sent to:
SERINITYMERCH / ELITCG
33 Rue Larousse
95190 Goussainville
France
Email: help@elitcg.com
We strongly recommend using a tracked shipping service, particularly when returning high-value collectible products.
3. Condition of Returned Products
Returned products should include all items, accessories and original packaging supplied with the order.
Because many products sold by ELITCG are sealed collectible TCG products, customers should take particular care when inspecting them.
Opening booster packs, removing manufacturer seals, removing shrink wrap or otherwise altering the original condition of a collectible product may significantly reduce its value.
Where permitted by applicable law, ELITCG may apply an appropriate reduction to a refund where handling has caused a loss of value beyond what was reasonably necessary to inspect the product.
This does not remove or restrict your statutory consumer rights.
4. Return Shipping Costs
For standard change-of-mind returns made under the statutory right of withdrawal, return shipping costs are the responsibility of the customer, unless ELITCG agrees otherwise or applicable law requires us to cover them. EU rules allow the customer to bear these costs where they were informed before purchase.
Where a product is confirmed to be faulty, incorrect or legally non-conforming, return costs will be handled in accordance with applicable consumer law.
5. Refund Amount
For an eligible statutory withdrawal, the refund will generally include:
- The purchase price of the returned products
- The cost of the standard delivery option applicable to the original order
If you selected a more expensive express or premium shipping option, any additional amount above the standard delivery cost may not be refundable.
Any lawful deduction resulting from diminished product value may also be applied where appropriate.
6. Refund Processing Time
Where the statutory withdrawal right applies, refunds must generally be made within 14 days from the date we are informed of your decision to withdraw. The refund may be withheld until the returned goods have been received or until you provide evidence that they have been sent back, where permitted by law.
Once ELITCG issues the refund, your bank or payment provider may require additional processing time before the funds appear in your account.
7. Refund Method
Approved refunds will normally be issued using the same payment method used for the original purchase, unless another method has been expressly agreed with you and does not cause additional costs.
We will not replace a statutory monetary refund with store credit unless you specifically agree to it.
8. Order Cancellations
If you wish to cancel an order that has not yet been dispatched, contact us as quickly as possible at:
We will do our best to stop the order before shipment.
However, cancellation cannot always be guaranteed once an order has entered preparation or has already been transferred to the carrier.
If the order has already been dispatched, the applicable return procedure may need to be followed after delivery.
9. Pre-Order Cancellations
Products marked Pre-Order are purchased before their expected release or before they arrive in our available inventory.
If you wish to cancel a pre-order before it has been dispatched, contact:
If the cancellation can still be processed, the corresponding amount will be refunded to your original payment method.
Release dates and estimated availability may occasionally change due to manufacturers, publishers, distributors, allocations or transportation delays.
A change to an estimated release date does not automatically mean that the product has been cancelled.
If ELITCG is ultimately unable to fulfil a pre-order, the affected product will be refunded.
10. Damaged Orders
If your order arrives materially damaged, please contact us as soon as possible at:
Please provide:
- Your order number
- Clear photographs of the damaged product
- Photographs of the external shipping box
- Photographs of the internal protective packaging
- A short description of the issue
Please keep the product, shipping box and all packaging until our team has reviewed your request.
We will assess the situation and provide an appropriate solution in accordance with applicable consumer law.
11. Incorrect Products
If you receive a product that is different from what you ordered, contact us at:
Please include your order number and photographs of the product received.
Once confirmed, we will arrange an appropriate solution, which may include replacement or refund depending on availability and the circumstances.
12. Faulty or Non-Conforming Products
Products sold by ELITCG are covered by mandatory consumer protections where applicable.
For consumers purchasing from a professional seller in France or the European Union, the legal guarantee of conformity generally applies for two years from delivery.
If a product is defective or does not correspond to its description, available remedies may include replacement, repair, price reduction or refund depending on the circumstances and applicable law.
Nothing in this Refund Policy restricts those legal rights.
13. Cosmetic Packaging Imperfections
Many products sold by ELITCG are collectible sealed products.
Minor cosmetic imperfections may occasionally occur during manufacturing, distribution or transportation, including:
- Small marks on outer cardboard
- Minor corner or edge wear
- Slight shrink-wrap irregularities
- Minor printing variations
- Small packaging imperfections
Each case will be assessed individually.
Nothing in this section prevents a customer from exercising statutory rights where a product is materially damaged or legally non-conforming.
14. Opened Booster Packs & Random Contents
Trading Card Game booster packs contain randomly inserted cards.
A particular card, rarity, pull rate or monetary value is never guaranteed unless explicitly stated by the manufacturer.
Once booster packs have been opened, a disappointing pull or the absence of a particular card does not by itself mean the product is defective.
However, this does not affect your rights if the product itself is faulty, counterfeit, incorrectly supplied or otherwise legally non-conforming.
15. Free Gifts & Promotional Items
ELITCG may occasionally include complimentary items such as promotional products or small gifts with eligible orders.
Unless expressly included as part of the product purchased, these items are offered subject to availability.
If an entire qualifying purchase is refunded, ELITCG may ask for promotional items linked specifically to that purchase to be returned where appropriate.
16. Refused or Undeliverable Orders
If an order is returned to ELITCG because of:
- An incorrect or incomplete address
- Failure to collect the parcel
- Refusal of delivery
- Unpaid customs or import charges
- Another issue attributable to the recipient
we will contact you after the parcel has been returned.
Any refund will be handled according to the circumstances and applicable law.
Additional shipping charges may apply if you ask us to resend the order.
17. International Orders
Customers outside the applicable customs territory may be responsible for local customs duties, import taxes or carrier fees.
Charges paid directly to customs authorities, governments or third-party carriers are generally outside ELITCG's control and cannot normally be refunded by ELITCG.
18. Refunds for Promotional Orders
If a discount, bundle promotion or promotional code was applied to an order, the refund will be calculated based on the actual amount paid for the returned products.
Returning only part of an order may affect eligibility for promotions that required a minimum order value or specific combination of products.
Any adjustment will be made transparently and in accordance with applicable law.
19. How to Request a Refund or Return
For any return, cancellation or refund request, contact:
Please include your order number and a clear description of your request.
Our customer support team is available:
Monday to Friday: 10:00 AM – 6:00 PM
Saturday & Sunday: 12:00 PM – 6:00 PM
We aim to respond as quickly as possible.
20. Contact Information
ELITCG / SERINITYMERCH
33 Rue Larousse
95190 Goussainville
France
SIRET: 100 379 304 00015
Email: help@elitcg.com