Payment, Shipping, Delivery, Returns and Complaints Terms

ARKAY TCG

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Conditions for Placing Orders

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To place an order on the ARKAY TCG website, the customer must be 18 years of age or older and agrees to provide true, complete, and up-to-date personal data necessary for the proper processing of the order.

ARKAY TCG reserves the right to cancel orders whenever the information provided is incorrect, incomplete, or likely to result in fraud.

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Payment Methods

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Credit Card

Customers may pay by credit card, under the terms and conditions defined by the card issuer. All transactions carried out on the ARKAY TCG website are processed through secure connections and certified payment platforms.

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How does credit card payment work?

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After selecting credit card payment and clicking “Place Order”, the customer will be redirected to a secure payment platform where they must enter the card details (number, expiration date, and security code).

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If the payment is declined, an error message will be displayed. In such cases, we recommend that the customer try again or contact their bank or card issuer.

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Once payment is confirmed, the amount will be charged to the customer’s card. In the event of a partial or full cancellation, the refund will be processed within a maximum of 5 business days, although it may take a few additional days to appear on the card statement, depending on the bank.

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For fraud prevention purposes, ARKAY TCG may request additional information. If no response is received within 3 business days, the order will be cancelled and the amount paid refunded.

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PayPal

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Customers may also pay via PayPal, using their PayPal account or an associated payment method, in accordance with PayPal’s terms and conditions.

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When PayPal is selected, the customer will be redirected to PayPal’s secure environment to complete the transaction.

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Payments made via PayPal are subject to PayPal’s own policies. In the event of cancellation or return, refunds will be processed through the same platform.

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Multibanco

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Payments via Multibanco may be made through Multibanco ATMs or Homebanking services.

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After completing the order, a Multibanco reference will be generated and sent by email and made available in the Customer Account area.

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Products are reserved for 5 days. If payment is not received within this period, the order will be automatically cancelled.

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Orders paid by 2:00 PM on a business day will be shipped the same day. Payments made after this time will be shipped on the next business day.

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Bank Transfer

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For payments by bank transfer, the customer must send proof of transfer to ARKAY TCG Customer Support.

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Orders will only be shipped after payment confirmation. Confirmation may take between 24 hours and 5 business days, depending on the originating bank.

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All payments must be made in euros (€).

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Shipping

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Except in exceptional circumstances, all orders paid and confirmed by 2:00 PM on a business day will be shipped the same day.

Orders confirmed after this time will be shipped on the next business day.

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Shipments are carried out through partner courier services.

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Shipping Costs

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Shipping costs are automatically calculated in the shopping cart and clearly displayed before order confirmation and checkout.

Free shipping is available for orders of €100 or more to Mainland Portugal.

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For deliveries to Madeira and the Azores, customers must contact Customer Support in advance to confirm applicable shipping costs.

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If any product has a different shipping cost, this information will be clearly stated on the product page.

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Delivery

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After shipment, the customer will receive a confirmation email containing the invoice, tracking number, and delivery tracking link.

Deliveries are made Monday to Friday, excluding public holidays, to the address provided by the customer. Deliveries to P.O. boxes are not available.

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It is not possible to select an exact delivery time, as this depends on the carrier’s route.

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Incorrect or incomplete addresses may result in the order being returned to ARKAY TCG, generating additional costs for the customer.

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Once an order has been processed, it is not possible to change the delivery address or billing details.

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Delivery Timeframes

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Mainland Portugal

Estimated delivery time: 1 to 5 business days after dispatch.

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Undelivered Orders

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If a prepaid order is returned for reasons not attributable to ARKAY TCG or the carrier, the amount paid will be refunded minus shipping and return costs.

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The customer may choose:

• A refund to the original payment method, or

• A refund voucher valid for 12 months

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If the return results from a carrier error, the situation will be analysed after a formal complaint, and reshipment or refund may be proposed, depending on the carrier’s decision.

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Returns

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Customers may return items within 30 days of receipt, provided that:

• Products are intact, sealed, and complete

• They are in their original packaging, without damage

• They show no signs of use

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Returned items must reach ARKAY TCG’s facilities within 14 days of return notification.

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Damaged, incomplete, used products, or products without original packaging will not be accepted.

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Exchanges

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ARKAY TCG does not offer direct exchanges.

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To exchange an item, the customer must return the product, request a refund, and place a new order.

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Cancellation

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In accordance with applicable legislation, the customer has a 14-day period to cancel the purchase under the right of withdrawal.

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Refund Methods

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Refunds will be processed within a maximum of 15 days after receipt of the returned item(s):

• Credit Card: refund to the same card

• PayPal: refund via PayPal

• Multibanco or Bank Transfer: upon provision of bank details

• Refund voucher: valid for 12 months

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Refund of Shipping Costs

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If the return is due to an error attributable to ARKAY TCG (defective or incorrect product), shipping costs will be refunded.

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Product Information

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ARKAY TCG makes every effort to ensure that product descriptions, images, prices, and promotions are accurate. However, in the event of an error, ARKAY TCG reserves the right to cancel the order.

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Orders may also be cancelled due to:

• Product out of stock

• Payment authorization failure

• Suspected fraud

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All products and promotions are subject to available stock.

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Suggestions and Complaints

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Customer feedback is essential to ARKAY TCG. Any suggestions or complaints should be sent to Customer Support.

Complaints related to orders must be submitted within 30 days of receipt. In cases of defective or incorrect products, supporting photos or videos must be provided.

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If the package shows visible damage at the time of delivery, the customer must refuse delivery, otherwise the complaint may not be accepted.