Empire Trading (“we,”, “us,” “our”) is not liable for any indirect, incidental, or consequential damages resulting from the purchase, use, or inability to use our products.

Customers are expected to follow the return and exchange procedures outlined in this policy. Failure to do so may result in the denial of returns, exchanges, or store credit.

Any personal information collected during the purchase or return process will be handled in accordance with our Privacy Policy.

This Refund Policy is established in accordance with the laws of the Province of Ontario, Canada, and any disputes will be resolved exclusively in the courts of Ontario.

1. Returns and Refunds

Currently, we do not accept returns on TCG products. All sales of individual cards (singles) are final and cannot be cancelled once the order is placed.

For all other items, customers may return unopened products in their original packaging for store credit within 14 days. Shipping costs for returns are the responsibility of the customer.

Returned products must be unused and in their original packaging. Additionally any returns are subject to a 10% restocking fee. Empire Trading reserves the right to refuse returns or exchanges for products that do not meet these conditions.

2. Order Cancellations

This section applies to non pre-order items. We do not currently offer cash refunds for cancelled orders. If you wish to cancel a non pre-order item, you will receive store credit for future purchases. Store credit is issued to the account under the recipient's name and may only be redeemed by the account holder. Store credit is non-transferable.

2.1. Pre-Order Cancellations

Customer-initiated cancellations of pre-order items are subject to a non-negotiable 10% processing fee, which will be deducted from the refunded amount. Exceptions apply in the following cases, where no processing fee will be charged:

1. Manufacturer delays: If a pre-order item’s release date is postponed. You may then choose to wait for the new release date or receive a full refund.
2. Allocation shortages: If the quantity allocated to us by the distributor or manufacturer is less than the number of pre-orders received.

Additionally, as outlined in our Terms of Service, pre-order prices may occasionally need to be adjusted due to external factors. In such cases, you may choose to receive a full refund or proceed with the adjusted price. Customers will be notified of any changes to their pre-order status by email or phone.

Please note: If a package must be returned due to pre-order cancellation on the part of the customer, any fees incurred by Empire Trading, such as cross-border fees, customs duties, or carrier return charges, will be deducted from the refund, if applicable. Pre-order items cannot be cancelled during their release week.

3. Exchanges

Exchanges are accepted for unopened products within 14 days of purchase. All products must be accompanied by a receipt. Items can be exchanged for any other product in-store or returned for store credit.

If the value of the new item exceeds the value of the returned product, the customer will be required to pay the difference. If the value is less, the difference will be issued as store credit.

4. Missing Items or Damaged Products

If a game you purchased from us has missing or damaged components, please contact the game's publisher for replacements. Most publishers provide a contact page and can ship replacement pieces free of charge. If you need assistance reaching a publisher, we can direct you to the appropriate contact.

There are no refunds for ripped or damaged boxes. This is common for items shipped directly from Pokémon and other manufacturers and is not a valid reason for a refund, store credit, or exchange.

If you receive damaged products, contact the carrier directly to file a claim and notify us by email at info@empiretradings.com within 24 hours of delivery. Please include:

1. Your order number, a detailed description of the issue, and any relevant documents.
2. Clear photos of the package and all damaged components, both before and after opening.

Our team will review your submission and guide you through the next steps to seek compensation.

Please refer to our Shipping Policy for more details on shipping carriers, timelines, and insurance.

5. Price Adjustments

Price adjustments are not available on products purchased during sales periods. All sales are final when items are discounted.

If the price of an item drops before it ships, a price adjustment may be issued in the form of store credit.

6. Changes to Refund Policy

Empire Trading may revise or update this refund and exchange policy at any time without prior notice. We recommend that customers review this policy periodically to stay informed of any changes.

7. Contact Information

For general inquiries or questions about our refund policy, feel free to contact us.

To initiate a refund, exchange, or file a claim, please email us at info@empiretradings.com. Be sure to include your order number, a detailed description of the issue, and any relevant documents or images to help us assist you efficiently.