Refunds, Returns and Cancellations Policy
ARKAY TCG
Delivery Timeframes
Mainland Portugal
After the order has been dispatched, the estimated delivery time is 1 to 2 business days, except in exceptional circumstances beyond the control of ARKAY TCG.
Orders Not Delivered to the Customer
If a prepaid order is returned to ARKAY TCG for reasons not attributable to ARKAY TCG or the carrier, the amount paid will be refunded minus shipping and return costs.
Prepaid orders are those paid via Credit Card, Multibanco, PayPal, or Bank Transfer.
The customer may choose:
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A refund to the original payment method, or
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A refund voucher to be used on a future order
The refund voucher will be valid for 12 months from the date of issue. After this period, no refund of any kind will be granted.
If the original payment was made via Multibanco or Bank Transfer, the customer must provide the necessary bank details to process the refund.
If the return of the order is due to the carrier’s responsibility, the customer must submit a written complaint, which will be reviewed by the carrier.
If the issue was caused by an incorrect or incomplete address, the customer must provide proof of address (e.g. electricity, water, or gas bill).
The solution proposed by ARKAY TCG will depend on the carrier’s response. Only after receiving this response will it be possible to offer a solution to the customer.
If the carrier assumes full responsibility and the products are available, a reshipment at no additional cost may be offered.
Alternatively, the customer may opt for a refund, where applicable.
If the carrier does not accept responsibility, any refund or replacement will be subject to the terms applicable to orders returned for reasons not attributable to ARKAY TCG or the carrier.
Returns
The customer may return one or more items within 30 days of receiving the order, provided that:
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The products are intact, sealed, and complete
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They are in their original packaging, without damage, alterations, or scratches
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They show no signs of use
The customer must ensure that the returned item(s) reach ARKAY TCG’s facilities within a maximum of 14 days after notifying the return.
To exercise the right of return, the customer must contact Customer Support, providing:
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Order number
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Reference or description of the item(s)
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Preferred refund method
The refund may be issued via the original payment method or as a refund voucher, valid for 12 months from the date of issue. After this period, no further refund will be possible.
If the product was purchased as part of a promotional campaign with an associated free gift, both the main product and the gift must be returned in accordance with the conditions described above.
Returns will not be accepted for products that are:
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Incomplete
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Damaged or scratched
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Without original packaging and/or label
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Showing signs of use
Exchanges
ARKAY TCG does not offer direct exchanges.
To exchange an item, the customer must:
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Return the product
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Request the corresponding refund
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Place a new order
The full process is described in the Returns section.
Cancellation
In accordance with applicable e-commerce legislation, the customer has a 14-day period to cancel the purchase under the right of withdrawal.
Refund Methods
ARKAY TCG will make every effort to process refunds as quickly as possible, subject to a maximum period of 15 days after receipt of the returned item(s).
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Credit Card: refund issued to the same card
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Multibanco or Bank Transfer: upon provision of bank details
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Refund voucher: valid for 12 months, regardless of the original payment method
After the voucher expires, no refund will be granted.
Refund of Shipping Costs
When the return is due to an error attributable to ARKAY TCG, namely:
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Defective product
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Product different from the one ordered
The corresponding shipping costs will also be refunded.