Refund policy

1. Return Windows

  • Standard Items: You have 14 days after receiving your item to request a return.
  • Pre-Orders: Cancellation requests must be made within 14 days of placing the order. After this 14-day window, pre-orders are considered final sale and are non-refundable (except in cases of manufacturer allocation/cancellation).

2. Eligibility & Condition

To be eligible for a return, your item must be in the same condition that you received it.

  • Factory Sealed: Any product sold factory-sealed (booster boxes, packs, commander decks, etc.) must be returned factory-sealed and untampered with.
  • Proof of Purchase: A receipt, packing slip, or digital order confirmation is required.
  • Unauthorized Returns: Items sent back to us without a prior return request will not be accepted.

3. Damages, Issues, & Video Verification

Please inspect your order immediately upon arrival. If an item is defective, damaged, or incorrect, contact us at info@digitalheroes.com right away.

Note to Customers: To ensure accuracy and prevent fraud, Digital Heroes maintains video footage of every order being packed and shipped. We use this footage to verify the contents and condition of outgoing packages in the event of a dispute.


4. Non-Returnable Items & Exceptions

The following items cannot be returned:

  • Opened Product: Anything removed from shrink wrap, original packaging, or opened card packs/boxes.
  • Professional Grades: Items graded by third parties (e.g., CGC, PSA, BGS).
  • Volatile Market Items: Products subject to extreme market price fluctuations may be ineligible for return or may incur additional restocking fees based on the current market value.
  • Events & Experiences: Store event registrations are non-refundable. With 24-hour notice, we may be able to reschedule your reservation on a case-by-case basis.
  • Final Sale: Gift cards and items marked "Sale" are non-returnable.

5. Restocking Fees

Because payment processors (like Shopify or PayPal) no longer refund their transaction fees to us when a refund is issued, we must pass those costs along.

  • Refunds are subject to a restocking fee of up to 25%, depending on the item and the reason for return.
  • Note on Store-Initiated Cancellations: If Digital Heroes must cancel or "allocate" your order due to manufacturer supply issues, no restocking fee will apply. However, orders cancelled due to a violation of our "Fair Access" policy (e.g., illicit resale/limit dodging) will be subject to the full restocking fee.

6. How to Start a Return

  1. Email info@digitalheroes.com with your order number and reason for return.
  2. If accepted, we will provide a return shipping label and instructions.
  3. Shipping Costs: Buyers are generally responsible for return shipping costs, which will be deducted from the final refund amount.

7. Refunds & Exchanges

Once we receive and inspect your return, we will notify you of the approval status.

  • Approved: You will be refunded to your original payment method (minus applicable fees).
  • Rejected: If an item is returned in a condition other than how it was sent (e.g., opened), it will be returned to the buyer at their expense.
  • Exchanges: To get a different item quickly, we recommend returning the original item for a refund and placing a new order separately.