Return & Refund Policy
Return and Refund Policy | Grail & Grade
Last updated: November 2025
At Grail & Grade, we take pride in providing authentic, premium-quality TCG products from trusted distributors. Your satisfaction matters to us, and we aim to make your shopping experience smooth and transparent.
1. Returns
Yes! We accept returns within 30 days of delivery as long as items are unopened, unused, and in their original condition. Once we receive and review your return, your refund will be processed back to your original payment method — typically within 3–5 business days.
Customers are responsible for return shipping costs unless the return is due to an error on our end (e.g., incorrect item sent, missing item, or a defective/damaged product upon arrival).
In those cases, we’ll provide a prepaid return label and handle the rest.
2. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact our support team within 48 hours of delivery at support@grailandgrade.com with:
-
Your order number
-
Photos of the product and packaging
-
A brief description of the issue
Our team will review your claim and provide a resolution, which may include a replacement or refund, depending on product availability.
3. Refunds
Refunds are only processed for approved cases. Once your return or claim is accepted:
-
A confirmation email will be sent.
-
Refunds will be issued to your original payment method within 5–10 business days.
Shipping fees are non-refundable unless the return is due to our error.
4. Non-Returnable Items
We cannot accept returns on:
-
Opened or unsealed products
-
Sale or clearance items
-
Digital gift cards or downloadable content
5. Order Cancellations
Orders can be cancelled before they are shipped. Once shipped, cancellations are not possible — however, you may still request a return if your order qualifies under our return policy.
6. Contact Us
For any questions or concerns, reach out to our team:
support@grailandgrade.com
Response time: Within 1–2 business days