Política de devoluciones y reembolsos

Last updated: August 24, 2026

1. No Returns for Customer Preference

Please be advised that we do not accept returns, exchanges, or cancellations based on customer preference (e.g., change of mind, “buyer’s remorse,” or ordering the wrong item by mistake), even if the request is made within 7 days of delivery.

Due to the nature of our products—specifically trading cards, randomized products, and limited-edition items—all sales are considered final to prevent fraudulent activities and to account for market price fluctuations. Exchanges are not offered, in order to prevent tampering with or substitution of product contents.

This policy does not limit any mandatory consumer rights. Refunds will still be provided where required by law, including for unavailable, undelivered, faulty, not-as-described, or significantly delayed items.

2. Cancellation Before the Shipping Date Is Confirmed

You may request to cancel your order only before its shipping date has been confirmed. Once we have confirmed the shipping date for your order (including when the dispatch schedule has been communicated to you or the shipping process has commenced), the order can no longer be cancelled.

To exercise this right, you must notify us via our Contact Form before the shipping date is confirmed.
A cancellation fee of 10% of the total order amount (covering payment system transaction fees and administrative costs) will be deducted from your refund, except where mandatory consumer law in your country requires a full refund. This policy does not limit any mandatory consumer rights.
Refunds for cancellations will be processed within 10 business days.

3. Pre-order Cancellation and Price Policy

For pre-order items, this section applies instead of the standard cancellation fee in Section 2.

Pre-orders are generally final once payment is completed because we reserve or procure inventory specifically for the customer’s order.

If we approve a customer-requested cancellation before shipment, a cancellation fee of up to 30% of the item price may be deducted from the refund. This fee covers reasonable costs and losses related to the cancellation, including supplier cancellation fees, payment processing fees, currency conversion losses, inventory reservation costs, and resale risk.

The final selling price is the price shown at the time of order. We do not provide refunds, credits, or price adjustments if the market price or our selling price decreases after the order is placed.

Likewise, we will not increase the price or request additional payment if the market price rises after the order is placed, unless there is an obvious pricing error or the customer requests changes to the order.

4. Defective Products or Company Errors

We only accept returns and offer refunds where a product is confirmed to have been defective before shipment, or where the mistake was made by our company (e.g., shipping the wrong item). All items are carefully inspected and securely packed before dispatch.

Mandatory Unboxing Video: To prevent tampering with or substitution of product contents, any claim involving damaged, defective, missing, or incorrect items must be supported by a single, continuous, unedited video that begins before the sealed shipping package is opened and clearly shows the shipping label, the unopened package from all sides, and the entire opening process through to the condition of the contents. Claims without such video evidence cannot normally be accepted, because the video is our only reliable way to rule out tampering or substitution after delivery. Photographs alone are not sufficient for damage-related claims.

Recording Requirements and Business Purchasers: Detailed recording requirements are set out in our Unboxing Video Guidelines. For business purchasers who resell or forward products and can objectively prove business ownership, the two-video arrangement described in those guidelines (an inspection video recorded by the purchaser and a pack-opening video recorded by the end customer) is accepted in place of a single continuous video.

Damage During Transit Is Not Covered: Once a package has been handed over to the carrier, its handling is beyond our control. Damage arising during transit — including dents, creases, scuffs, or other marks on shrink wrap, product boxes, or outer packaging — is not considered a product defect and is, as a rule, not covered by this policy or eligible for compensation. Trading card products are factory-sealed collectible items; minor handling marks on packaging do not affect the contents and are not grounds for a return or refund.

Notification Period: You must inform us of the issue within 7 days of receiving the goods.
Evidence Required: You must provide your order number together with the unboxing video described above. Additional photographs may be requested during review.
Review at Our Discretion: Even where valid video evidence is provided, claims are assessed on a case-by-case basis, and remedies are granted at our sole discretion only where the issue is confirmed to have existed before shipment or to have resulted from our error.
Disqualification: We reserve the right to refuse a claim if the damage is the result of carrier transit, unnecessary handling, tampering, or improper storage by the customer.

Nothing in this section limits mandatory consumer rights that cannot be excluded under applicable law.

5. Refund Process

Once the returned item is received and inspected, we will process your refund within 10 business days.
Refunds will be issued via the original payment method used for the transaction.
For confirmed defective/incorrect items, we will reimburse the full product price and the initial shipping costs.
Payment processing fee: the 5% payment processing fee applied at checkout to payments made by PayPal, by card through PayPal, or with PayPal Pay Later covers processing costs that are charged to us when the payment is taken and that are not returned to us when a refund is issued. It is therefore non-refundable and is not returned as part of a customer-requested cancellation or refund. Where a cancellation fee applies under Section 2 or Section 3, the payment processing fee is treated as part of the costs that fee covers and is not deducted twice. Where we cancel an order ourselves, or where a refund is required by mandatory consumer law, the full amount paid — including the payment processing fee — is refunded.

6. International Returns and Customs

For destinations where duties and taxes are paid on delivery (all countries except the United States and US territories), customs duties, import taxes, and related local charges — including any disbursement, advancement, or customs clearance fees charged by the carrier — are imposed by the destination authorities or by the carrier under its own published terms, are paid directly to them, and are not collected or received by Samurai Sword Tokyo. We cannot refund, reimburse, or offset them, and any dispute regarding their amount or basis must be raised directly with the carrier or your local customs authority. For orders to the United States and US territories, the estimated import tariff and the CBP Merchandise Processing Fee are collected by us at checkout as part of your order total; if an order is cancelled before shipment, these amounts are refunded in full. This section does not limit any mandatory consumer rights. We recommend contacting your local customs authority for information regarding tax reclamation on returned goods. Full details: Customs Duties and Import Taxes Policy.

7. Unauthorized Returns

Any items sent back to us without prior approval via our Contact Form will not be accepted or refunded.

8. No Changes to an Order After It Is Placed

Once an order has been placed, we do not accept any changes to the contents of that order. This includes, but is not limited to:

Adding items to an existing order, or removing items from it
Changing quantities, or swapping an item for a different product
Combining two or more separate orders into a single order or a single parcel (see our Shipping Policy)
Splitting a single order into several separate shipments
Applying a coupon, discount code, or promotion after the order has been placed

Cancellation is handled separately. If you need a different product or a different combination of items, you may request to cancel your order under Section 2 (or Section 3 for pre-orders) and then place a new order. The cancellation conditions, deadlines, and fees stated in those sections apply.

Shipping address corrections are also handled separately and are subject to the conditions set out in our Shipping Policy.

Business and Customer Service Information

TuTCG is operated by TuTCG Spain-based Japanese trading card retailer.

Email: tutcgstore@gmail.com
Phone: +34 600 04 09 16
Customer service and inquiry response hours: Monday-Friday, 11:00 AM-6:00 PM JST
Weekend replies: We do not reply on Saturdays or Sundays. Messages received outside these hours or on Japanese national holidays will be handled during the next customer service period.