Refund policy


THE VAULTONLINE RETURNS, REFUNDS & ORDER CANCELLATION POLICY
Effective Date: 7/28/2026

1. GENERAL POLICY  The Vault (“The Vault,” “we,” “us,” or “our”) strives to provide our customers with accurate product descriptions, carefully packaged orders, and a positive shopping experience.Because trading cards and collectibles are often condition-sensitive and market values can fluctuate rapidly, The Vault maintains specific return and refund procedures based on the type and condition of the product purchased.By placing an order through The Vault’s online store, customers acknowledge and agree to the terms of this Returns, Refunds & Order Cancellation Policy.This policy applies to purchases made through The Vault’s online store unless a specific product listing or promotion states otherwise or applicable law requires a different policy.
2. TYPES OF PRODUCTS

For purposes of this policy, products may include:

  • Individual trading cards (“Singles”).
  • Raw or ungraded cards.
  • Graded cards.
  • Sealed trading card products.
  • Booster packs.
  • Booster boxes.
  • Elite Trainer Boxes and similar products.
  • Collection boxes.
  • Tins and specialty products.
  • Accessories and supplies.
  • Apparel and merchandise.
  • Pre-order products.
  • Other collectible products.

Different return, refund, and cancellation rules may apply depending on the product category.

Customers are responsible for reviewing the product listing and any product-specific terms before placing an order.

3. ORDER ACCURACY

Customers are responsible for reviewing their order carefully before completing checkout.

Customers should verify:

  • Product name.
  • Set or series.
  • Card number.
  • Language.
  • Edition or printing.
  • Quantity.
  • Condition.
  • Grading information, if applicable.
  • Shipping address.
  • Billing information.
  • Any applicable pre-order or release information.
  • Any product-specific terms.

The Vault is not responsible for a customer’s failure to review an order before submitting it.

4. ORDER CANCELLATIONS

Once an order has been submitted, The Vault may begin processing the order as soon as reasonably possible.

Customers who wish to cancel an order should contact The Vault immediately after placing the order.

Cancellation requests are not guaranteed and are subject to the order’s processing status and the terms applicable to the product purchased.

An order may not be canceled once it has:

  • Been processed for shipment.
  • Been packed or prepared for fulfillment.
  • Been shipped.
  • Been transferred to a shipping carrier.
  • Become subject to a final-sale policy.
  • Been identified as non-cancellable under the applicable product listing.

If The Vault is able to cancel an eligible order before fulfillment, the customer will receive a refund to the original payment method, subject to any applicable fees or restrictions disclosed at the time of purchase.

Pre-order cancellations are governed by the specific pre-order provisions in Section 20 of this policy.

5. MARKET VALUE CHANGES

Trading card and collectible markets can change rapidly.

Changes in the market value of a card or product after an order has been placed do not constitute grounds for cancellation, return, or refund.

The Vault is not responsible for losses resulting from:

  • Market price changes.
  • Changes in demand.
  • Changes in tournament legality.
  • Changes in card popularity.
  • New product releases.
  • Reprints.
  • Announcements affecting a card or product.
  • Changes in grading values.
  • Changes in collectible market conditions.

Likewise, The Vault will not require a customer to pay additional money solely because the market value of an item increases after an order is placed, except in cases involving a legitimate pricing error as described in this policy.

6. PRICING ERRORS

The Vault makes every effort to maintain accurate pricing and product information. However, occasional pricing or listing errors may occur.

If an item is listed at an incorrect price due to a typographical error, technical error, system error, or other mistake, The Vault reserves the right to:

  • Cancel the affected order.
  • Cancel the affected item from an order.
  • Contact the customer regarding the error.
  • Offer the customer the opportunity to purchase the item at the corrected price.

If The Vault cancels an order or item due to a pricing error, the customer will receive a refund for the amount actually charged for the canceled item or order.

The Vault is not obligated to fulfill an order at an erroneous price when the error is clearly apparent or resulted from a technical or typographical mistake.

7. RETURNS OF INDIVIDUAL TRADING CARDS / SINGLES

Because individual trading cards are highly condition-sensitive and collectible items, all sales of individual cards are generally FINAL SALE.

This includes:

  • Raw or ungraded singles.
  • Foil cards.
  • Holographic cards.
  • Alternate-art cards.
  • Special-art cards.
  • Serialized cards.
  • Rare or high-value cards.
  • Vintage cards.
  • Modern cards.
  • Promotional cards.
  • Other individual collectible cards.

Customers should carefully review the product listing, photographs, condition description, and other available information before purchasing.

The Vault does not accept returns of individual cards solely because:

  • The customer changed their mind.
  • The customer no longer wants the card.
  • The customer found the card at a lower price elsewhere.
  • The market value decreased after purchase.
  • The customer expected the card to grade higher.
  • The customer disagrees with The Vault’s stated condition assessment.
  • The customer experiences buyer’s remorse.

Exceptions may be considered if The Vault shipped the wrong card, the card was materially misrepresented, or the card was damaged during shipping.

Nothing in this section limits a customer’s rights regarding defective or incorrectly fulfilled merchandise where applicable law provides otherwise.

8. RAW CARD CONDITION

The Vault makes reasonable efforts to accurately describe the condition of raw or ungraded cards.

Condition descriptions and photographs are intended to provide customers with information about the item before purchase.

Because individual perceptions of card condition may differ, minor differences in interpretation do not automatically qualify an item for return.

A customer who believes a card was materially misrepresented should contact The Vault within the time period specified in Section 14 of this policy.

The Vault may request photographs or other information to evaluate the claim.

The Vault’s determination regarding whether a card was materially misrepresented will be based on the available evidence, the original product listing, photographs, and the condition information provided at the time of purchase.

9. GRADED CARDS

Graded cards are sold based on the grading information provided by the applicable grading company and the specific slab or holder associated with the card.

The Vault does not guarantee that a graded card will receive the same grade if it is subsequently regraded.

Changes in grading standards, grading company policies, market value, or a customer’s personal opinion regarding the grade do not constitute grounds for a return or refund.

Unless otherwise stated in the product listing, graded cards are FINAL SALE.

If a graded card arrives damaged, has a damaged or tampered holder, or is materially different from the item ordered, the customer must contact The Vault within the applicable claim period.

10. SEALED TRADING CARD PRODUCTS — FINAL SALE

Due to the collectible nature of trading card products, the randomized contents of many products, and the potential for market values to change rapidly, all sealed trading card products purchased from The Vault are generally FINAL SALE.

This includes, but is not limited to:

  • Booster packs.
  • Booster boxes.
  • Booster bundles.
  • Elite Trainer Boxes (ETBs).
  • Collection boxes.
  • Tins.
  • Special collection products.
  • Specialty boxes.
  • Cases.
  • Displays.
  • Factory-sealed products.
  • Other sealed trading card products.

Customers may not return or cancel sealed trading card products due to:

  • Buyer’s remorse.
  • A change of mind.
  • Changes in market value.
  • Finding the product at a lower price elsewhere.
  • Disappointment with the expected value of the product.
  • Disappointment with the product’s contents.
  • Unfavorable pull results.
  • Failure to receive a specific card.
  • Failure to receive a specific rarity.
  • Failure to receive cards of a particular value.
  • Changes in demand or popularity.
  • Reprints or other changes affecting market value.

Opening a sealed trading card product does not create a right to return or refund the product. Once a sealed product has been opened, it is considered final sale, except where the product is subject to a valid claim involving a manufacturing defect, damage caused during shipping, or an error by The Vault.

If a sealed product arrives damaged, defective, or is not the product ordered, the customer must contact The Vault in accordance with the procedures and deadlines outlined in this policy.

The Vault may, at its discretion, offer a replacement, refund, store credit, or other appropriate resolution for a valid claim.

11. RANDOMIZED TRADING CARD PRODUCTS

Trading card products are often randomized products, and The Vault does not guarantee that any particular pack, box, case, or sealed product will contain:

  • A specific card.
  • A specific rarity.
  • A specific value.
  • A specific pull rate beyond any manufacturer’s stated guarantees.
  • A particular combination of cards.

The Vault is not responsible for a customer’s results from opening legitimately sealed randomized products.

Claims based solely on unfavorable pulls, perceived poor value, or disappointment with the contents of a legitimately sealed product are not eligible for a refund or return.

If a customer believes a sealed product contains a manufacturing defect or other issue covered by a manufacturer’s warranty or replacement program, The Vault may direct the customer to the manufacturer or assist the customer in contacting the manufacturer when appropriate.

Nothing in this section limits a customer’s rights regarding products that are defective, damaged during shipping, or incorrectly fulfilled by The Vault, where applicable law provides otherwise.

12. DAMAGED PRODUCTS

If an item arrives damaged, the customer should contact The Vault as soon as possible and preferably within 48 hours of delivery.

Customers should provide:

  • Order number.
  • Customer name.
  • Description of the damage.
  • Photographs of the damaged item.
  • Photographs of the packaging.
  • Photographs of the shipping label.
  • Any other information reasonably requested by The Vault.

Customers should retain all original packaging until the claim has been resolved.

The Vault may require photographs or other evidence before issuing a replacement or refund.

Depending on the circumstances, The Vault may offer:

  • Replacement with the same item, if available.
  • Store credit.
  • Partial refund.
  • Full refund.
  • Another reasonable resolution.

The Vault will determine the appropriate resolution based on the circumstances of the claim.

13. WRONG ITEM OR MISSING ITEM

If The Vault ships an incorrect item, customers should contact The Vault as soon as possible and preferably within 7 days of delivery.

If The Vault confirms that an incorrect item was shipped, The Vault may provide:

  • A prepaid return shipping label, when appropriate.
  • A replacement with the correct item, subject to availability.
  • A full or partial refund, as applicable.

If an item is missing from an order, the customer should contact The Vault promptly.

The Vault may investigate the order using available records, including:

  • Order information.
  • Packing records.
  • Shipping records.
  • Package weight.
  • Photographs or video of the packing process, if available.
  • Other relevant information.

The Vault will make a reasonable determination based on the available information.

14. RETURN REQUEST DEADLINE

Unless otherwise stated in a specific product listing or required by applicable law, eligible return or damage claims should be submitted within 7 days of confirmed delivery.

Claims submitted after this period may be denied.

The Vault may make exceptions at its discretion when circumstances reasonably warrant an exception.

The return period begins when the shipping carrier’s tracking information indicates that the order was delivered.

15. RETURN AUTHORIZATION REQUIRED

Customers must contact The Vault and receive authorization before returning any item.

Customers should not send items back without first contacting The Vault.

Unauthorized returns may be:

  • Refused.
  • Returned to the customer at the customer’s expense.
  • Held until the customer provides additional information.

Return instructions will be provided on a case-by-case basis.

16. CONDITION OF RETURNED ITEMS

Unless an item was damaged during shipping or The Vault specifically authorizes otherwise, returned merchandise must be:

  • In the same condition in which it was received.
  • Unused.
  • Complete with all original components.
  • In original packaging when applicable.
  • Free from damage caused after delivery.

For sealed products, the product must remain factory sealed unless The Vault authorizes the return of an opened product.

The Vault reserves the right to deny or reduce a refund if a returned item is not in the condition required by this policy, to the extent permitted by applicable law.

17. RETURN SHIPPING

If The Vault shipped the wrong item or the item was damaged before or during shipment, The Vault may provide a prepaid return shipping label or otherwise reimburse reasonable return shipping costs.

For approved returns that are not the result of an error by The Vault, the customer may be responsible for return shipping costs.

The Vault is not responsible for items lost or damaged while being returned by a customer unless the customer uses a return shipping method provided or specifically authorized by The Vault.

Customers should retain proof of shipment until the return has been fully processed.

18. REFUNDS

Once an approved return has been received and inspected, The Vault will determine the appropriate refund.

Approved refunds may be issued to the original payment method whenever reasonably possible.

Depending on the circumstances, The Vault may instead provide:

  • Store credit.
  • A replacement.
  • A partial refund.
  • Another mutually agreed resolution.

Refund processing times may vary depending on the payment processor, bank, or financial institution.

The Vault is not responsible for delays caused by a customer’s bank or payment provider after The Vault has initiated the refund.

19. SHIPPING CHARGES

Original shipping charges are generally non-refundable unless:

  • The Vault shipped the wrong item.
  • The order was damaged due to The Vault’s improper packaging.
  • The order was otherwise incorrectly fulfilled by The Vault.
  • A refund is required by applicable law.

If a customer voluntarily returns an eligible item for reasons unrelated to an error by The Vault, original shipping charges may not be refunded.

20. PRE-ORDERS

Pre-order products are subject to the terms provided on the individual product listing at the time of purchase.

By placing a pre-order with The Vault, the customer acknowledges that the product is being reserved in advance and that The Vault may commit funds, inventory, and purchasing resources to secure the product for the customer.

CUSTOMER-INITIATED PRE-ORDER CANCELLATIONS

Customers may request to cancel a pre-order at any time prior to the product’s official release date.

For any customer-initiated pre-order cancellation made prior to the official release date, The Vault will issue a refund of the amount paid, less a 10% processing and restocking fee.

The 10% processing and restocking fee is intended to help offset costs associated with processing the cancellation, reserving inventory, purchasing or allocating product, payment processing, and the potential loss of the opportunity to sell the reserved product to another customer.

RELEASE DATE AND FINAL SALE

Beginning on the product’s official release date, all pre-orders become FINAL SALE and may no longer be canceled, returned, or refunded due to customer preference, buyer’s remorse, or changes in market value.

Once the official release date has arrived, pre-orders are considered final sale regardless of whether the customer’s order has already shipped.

This includes, but is not limited to, cancellations requested because:

  • The customer changed their mind.
  • The customer no longer wants the product.
  • The market value of the product has decreased.
  • The customer found the product at a lower price elsewhere.
  • The customer no longer wishes to wait for the product.
  • The customer purchased the product elsewhere.
  • The customer is dissatisfied with the anticipated value of the product.

Nothing in this section limits a customer’s rights regarding products that are defective, damaged in transit, incorrectly fulfilled, or otherwise subject to a valid claim under this policy or applicable law.

DISTRIBUTOR ALLOCATION CUTS AND SUPPLY SHORTAGES

The Vault makes every effort to fulfill all pre-orders but may be subject to product allocation limits, distributor supply shortages, manufacturer limitations, or other circumstances outside The Vault’s reasonable control.

If distributor allocation cuts, manufacturer allocation changes, or supply shortages prevent The Vault from fulfilling a customer’s pre-order, The Vault will provide the customer with an immediate 100% full refund of all amounts paid for the affected pre-order, with no processing, cancellation, or restocking fee deducted.

The Vault will make reasonable efforts to notify affected customers as soon as the Store becomes aware that an order cannot be fulfilled.

MANUFACTURER OR PRODUCT CANCELLATIONS

If a manufacturer cancels a product or otherwise makes the product unavailable to The Vault, and The Vault is unable to fulfill the customer’s pre-order, the customer will receive a 100% full refund of all amounts paid for the affected pre-order, with no processing, cancellation, or restocking fee deducted.

MARKET VALUE CHANGES

Changes in the market value of a pre-order product do not alter the terms of this policy.

Customers who cancel a pre-order before the official release date will be subject to the 10% processing and restocking fee.

Once the official release date arrives, the pre-order becomes final sale and cannot be canceled due to a change in market value.

The Vault is not responsible for changes in market value that occur between the date a pre-order is placed and the product’s release date.

The Vault will not require a customer to pay additional money solely because the market value of a pre-ordered product increases after the order is placed, except in cases involving a legitimate pricing error as described in this policy.

PRE-ORDER RELEASE DATES

The “official release date” means the release date established by the manufacturer, publisher, or authorized distributor for the specific product.

If a product’s official release date is changed by the manufacturer or publisher, the updated official release date will be used for purposes of determining when the pre-order becomes final sale.

The Vault reserves the right to establish additional cancellation deadlines for specific pre-order products when clearly disclosed on the applicable product listing.

Any product-specific pre-order terms disclosed at the time of purchase will apply to that specific pre-order.

21. ORDER CONSOLIDATION

If a customer places multiple orders and requests that The Vault combine shipments, The Vault may, at its discretion, consolidate eligible orders.

Shipping charges may be adjusted or refunded when appropriate.

Order consolidation is not guaranteed and may not be possible once an order has entered fulfillment.

22. LOST, STOLEN, OR MISDELIVERED PACKAGES

Once an order has been shipped, The Vault provides the customer with tracking information when available.

Customers are responsible for providing an accurate and secure shipping address.

The Vault is not responsible for packages that are:

  • Delivered to the address provided by the customer.
  • Lost after confirmed delivery.
  • Stolen after confirmed delivery.
  • Misdelivered due to an incorrect address provided by the customer.

If tracking indicates that a package was delivered but the customer cannot locate it, the customer should first check with household members, neighbors, building management, and the shipping carrier.

The Vault may assist customers in contacting the carrier or filing a claim when appropriate but does not guarantee reimbursement for packages confirmed as delivered.

23. SHIPPING DAMAGE AND CARRIER CLAIMS

Customers should inspect packages promptly after delivery.

If a package appears damaged, customers should photograph the package before opening it when reasonably possible.

The Vault may request photographs of:

  • The outer packaging.
  • Internal packaging materials.
  • The shipping label.
  • The damaged product.

The Vault may pursue a claim with the shipping carrier when appropriate.

Customers should cooperate with reasonable requests for information needed to process a shipping claim.

24. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

The Vault reserves the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

  • Returning an item that was not purchased from The Vault.
  • Returning a different item than the one shipped.
  • Removing or replacing cards from a product.
  • Opening sealed products and attempting to return them.
  • Switching cards or collectibles.
  • Returning damaged merchandise that was damaged after delivery.
  • Repeatedly submitting questionable or fraudulent claims.
  • Providing false information regarding an order or shipment.

The Vault may refuse future returns, cancel orders, restrict accounts, or take other appropriate action when fraud or abuse is reasonably suspected.

Nothing in this section limits any rights or remedies available to The Vault under applicable law.

25. REFUND FRAUD AND CHARGEBACKS

Customers are encouraged to contact The Vault directly to resolve order issues before initiating a payment dispute or chargeback.

If a customer initiates a chargeback for an order that The Vault believes was properly fulfilled, The Vault may provide relevant order, shipping, tracking, and transaction information to the payment processor or financial institution.

The Vault reserves the right to restrict future purchases from accounts associated with fraudulent or abusive chargeback activity.

This policy does not prevent a customer from exercising any rights available under applicable law.

26. STORE CREDIT

When store credit is offered as a resolution, store credit:

  • May be issued electronically or through another method selected by The Vault.
  • Is generally non-transferable.
  • May not be redeemed for cash except where required by applicable law.
  • May be subject to an expiration date only where permitted by applicable law and clearly disclosed.

Store credit issued as part of a return or customer service resolution may be subject to additional terms communicated at the time it is issued.

27. REFUNDS FOR PROMOTIONAL OR DISCOUNTED ORDERS

If a returned item was purchased using a discount, promotion, coupon, bundle discount, or other promotional offer, the refund will be calculated based on the actual amount paid for the returned item.

Refunds may affect eligibility for promotions or discounts associated with the original order.

If returning an item causes an order to no longer qualify for a promotion, The Vault may adjust the refund to account for the value of the promotional discount, to the extent permitted by applicable law.

28. GIFT CARDS

Gift cards and store credit are generally non-refundable and may not be redeemed for cash, except where required by applicable law.

Lost, stolen, or unauthorized use of gift cards may not be reimbursed.

Customers are responsible for safeguarding gift cards and gift card information.

29. HIGH-VALUE ORDERS

Additional verification or return procedures may apply to high-value orders.

For orders of significant value, The Vault may require:

  • Additional order verification.
  • Signature confirmation.
  • Additional shipping insurance.
  • Photo or video documentation.
  • Additional return shipping requirements.
  • Other reasonable security measures.

The Vault may establish additional procedures for high-value returns to protect both the customer and the Store from fraud, loss, or disputes.

30. POLICY EXCEPTIONS

The Vault may, at its discretion, make exceptions to this policy when circumstances reasonably warrant an exception.

Any exception granted in one situation does not create an obligation to grant the same exception in another situation.

Exceptions do not modify or permanently waive this policy.

31. LEGAL RIGHTS

This policy is intended to establish The Vault’s general return, refund, and cancellation procedures.

Nothing in this policy is intended to waive, limit, or eliminate any rights or remedies that cannot legally be waived or limited under applicable federal, state, or local law.

Where applicable law provides a customer with rights that differ from this policy, applicable law will control.

32. POLICY CHANGES

The Vault reserves the right to modify this policy from time to time.

The policy in effect at the time an order is placed will generally apply to that order, except where a change is required by applicable law or necessary to correct an error.

The current version of this policy will be made available through The Vault’s online store.

33. CONTACT INFORMATION

Questions regarding returns, refunds, or order cancellations should be directed to The Vault.

THE VAULT
Website: vaultcollectible.com
Email: sales@vaultcollectible.com
Phone: 636-791-1016
Address: 100 W 2nd St N, Suite B, Wright City, MO  63390