Overview

Our return and refund policy is valid for 7 days from the date your order is delivered. If more than 7 days have passed since delivery, we may be unable to accept a return, refund or exchange unless otherwise required by applicable law.

To be eligible for a return, the item must be unused, unopened and in the same condition in which you received it. The original packaging, seals, labels, accessories and included materials must remain complete and intact.

Because trading cards and collectible products can lose resale value once opened, products with opened packaging or broken seals are generally not eligible for return or exchange unless the item is defective, damaged in transit, incorrect or incomplete due to our error.

The following products are generally not eligible for return:

  • Opened trading card packs, boxes, cases or other factory-sealed products
  • Products with broken seals, opened packaging, missing components or altered packaging
  • Pre-order products after procurement, allocation, production or shipping arrangements have begun
  • Custom-made, personalized or specially produced items
  • Products clearly marked as final sale or non-returnable at the time of purchase
  • Items damaged after delivery due to improper handling, storage, modification, use or resale

To request a return, you must provide a valid order number, receipt or other proof of purchase.

Please contact us before returning any product. Returns sent without prior approval or outside the provided return instructions may be refused or delayed.

In some circumstances, only a partial refund may be available, including:

  • Items returned with damaged packaging, missing components or signs of handling not caused by us
  • Items returned in a condition different from how they were originally supplied
  • Returns received outside the approved return period
  • Returns where non-refundable shipping, handling or other transaction-related costs have already been incurred, where permitted by applicable law

Refunds

Once your returned item has been received and inspected, we will notify you of the result of our review and whether your refund has been approved.

If approved, the refund will normally be issued to your original payment method. Processing times vary depending on your bank, card issuer, PayPal or other payment provider and are outside our direct control once the refund has been submitted.

A refund may be reduced or refused if the returned item is opened, used, incomplete, damaged, altered or otherwise no longer in its original condition, except where the issue was caused by us or occurred during delivery.

Late or missing refunds

If you have not received an approved refund, first check the account associated with your original payment method.

You may also need to contact your bank, credit card issuer or payment provider, as refunds can take additional time to appear after they have been processed.

If the expected processing period has passed and you still have not received your refund, please contact us at info@kondai.com.hk.

Sale items

Products clearly marked as final sale or non-returnable are generally not eligible for return or refund for change-of-mind reasons. This does not affect any rights you may have where an item is defective, damaged during delivery, incorrectly supplied or otherwise covered by applicable consumer protection law.

Exchanges

We generally offer replacements or exchanges where an item is defective, damaged during delivery, incorrect or incomplete due to our error, subject to product availability.

To request an exchange or replacement, contact us at info@kondai.com.hk and include your order number, a description of the issue and clear photos or videos where applicable.

For damaged, incorrect or missing items, please contact us within 48 hours after delivery where reasonably possible. We may request photos or videos showing the product, outer packaging, shipping label and reported issue before approving a replacement, exchange or refund.

Pre-orders

Some products may be offered as pre-orders before their official release or before stock reaches our warehouse. Estimated release, allocation and shipping dates may change due to manufacturers, publishers, distributors, suppliers, logistics providers or other circumstances outside our control.

By placing a pre-order, you acknowledge that any displayed release date, arrival date or shipping date is an estimate and not a guaranteed delivery date.

Pre-order cancellations may be restricted once procurement, allocation, production or shipping arrangements have begun. If a pre-order is cancelled by the supplier, cannot be fulfilled or is subject to a significant delay, we will contact you with the options reasonably available for that order, which may include continuing to wait, selecting an alternative product or receiving a refund.

Shipping returns

Before returning any product, please contact us at info@kondai.com.hk. If your return request is approved, we will provide the applicable return instructions.

Unless the return results from our error, such as an incorrect item, missing item, confirmed defect or eligible shipping damage, you will generally be responsible for the cost of returning the product.

Original shipping charges, return shipping charges and other non-refundable costs actually incurred in connection with the order may be deducted from the refund where applicable and permitted by law. Charges resulting from our error will not be deducted from an approved refund.

Delivery times for replacement or exchanged products vary depending on the destination, product availability and shipping method.

For higher-value returns, we strongly recommend using a trackable shipping service and appropriate shipping insurance. Until the returned parcel is delivered to us, responsibility for the return shipment remains with the sender unless we arranged the return shipping ourselves.

International orders

For international orders, customers may be responsible for customs duties, import taxes, clearance fees, brokerage charges or other fees imposed by the destination country or region. These charges are not included unless expressly stated during checkout.

If an order is refused, unclaimed or returned because of unpaid import charges, incorrect or incomplete delivery information, failure to complete customs clearance or other circumstances attributable to the recipient, any refund may be reduced by shipping, return shipping, customs or handling costs actually incurred, where permitted by applicable law.

Need help?

For questions about refunds, returns, exchanges, damaged products or other order issues, please contact us at info@kondai.com.hk.

To help us review your request efficiently, please include your order number, contact information, reason for the request and relevant photos or videos where applicable.

Last updated: August 25, 2026