Returns & Refund Policy (US & Canada)

Last updated 11 days ago

CardNexus is a marketplace: every order is a sale between you and an independent seller. This policy sets the minimum return and refund rules for every order placed on CardNexus by a buyer in the United States or Canada. A seller may offer more generous terms, never less.

Return policy at a glance

You can report an item that doesn't match its listing within 7 days of delivery, whoever sold it. Once your order is completed, it can no longer be returned through CardNexus. Change-of-mind returns aren't accepted, unless the seller's own policy offers them.

	Private seller	Professional seller
Item doesn't match the listing	Report within 7 days of delivery	Report within 7 days of delivery; after that, any warranty you have under the law of your state or province still applies
Change of mind	Not accepted	Not accepted, unless the seller's own Return & Refund Policy offers it
After the order is completed	No return possible	No return through CardNexus; contact support@cardnexus.com about a warranty claim
Return shipping paid by	Seller, when the item doesn't match the listing	Seller, when the item doesn't match the listing
Deadline to ship a return	14 days after the return is agreed	14 days after the return is agreed
Condition for return	As you received it	As you received it, in its original protection
Return method	Tracked mail	Tracked mail
Restocking fee	None	None
Exchanges	Not offered	Not offered
Refund	Original payment method, in USD; the buyer fee is refunded on full refunds	Original payment method, in USD; the buyer fee is refunded on full refunds

The delivery date is the earlier of the carrier's tracked delivery date and the date you confirm receipt on CardNexus. Confirming receipt completes your order immediately, so only confirm once you've checked your items. Without either, the order completes automatically 7 days after delivery. If your order was sent as an untracked letter, there is no tracked delivery date: the order completes when you confirm receipt, or automatically 10 business days after the seller marked it as shipped. Report any problem before then.

Who you're buying from

Buyers in the United States and Canada buy from sellers based in the United States or Canada, and pay in US dollars. Your rights depend on whether the seller is a private individual or a professional. Every listing, seller profile and checkout shows which.

Private sellers are individuals selling from their own collection. Most consumer protection laws don't apply to sales between individuals. You're still covered by CardNexus when an item doesn't match its listing, until your order is completed.
Professional sellers are businesses. Depending on where you live, the law may give you warranty rights on what they sell. Some offer more generous terms in their own Return & Refund Policy.

If you and the seller can't agree on a problem, the CardNexus team reviews the case and decides the outcome.

Items that don't match the listing

Report a problem within 7 days of delivery, from any seller. After 7 days, or as soon as you confirm receipt, the order completes and payment is released to the seller. After that, no return is possible through CardNexus. For a professional seller's order, any warranty you have under the law of your state or province still applies: email support@cardnexus.com with your order number.

These problems qualify:

Wrong item: you received a different card than the one listed.
Damaged: the card was damaged in transit.
Missing items: part of your order is missing.
Condition mismatch: the card's condition is worse than the listing described.
Counterfeit or resealed: the card appears fake or the product was tampered with.
Not received: your package never arrived. You can report this once 7 days have passed since shipment. For an untracked letter, report it before the order closes; we will ask you to confirm your identity and to sign a short declaration that the letter did not arrive.

The outcome is a full refund, a partial refund, or a return with a refund. When a return is needed, the seller pays the return shipping.

Counterfeits are never sent back to the seller. You receive a full refund of the item price, the buyer fee and the shipping. We'll ask you either to destroy the card and send a photo, or to forward it at our cost.

Untracked letters

Sellers may send low-value orders as an untracked letter. You see "Untracked" next to the shipping cost before you buy; the seller chooses the method and it cannot be upgraded. You get no tracking updates, but you are protected exactly as for a tracked order: if the letter does not arrive or the item does not match the listing, report it before the order closes and you are refunded in full, fees included, whether the seller used a barcoded label or a plain stamp. Who carries the cost is settled between CardNexus and the seller. In the United States, a letter whose postage barcode was scanned as delivered counts as delivered on that date, and you then have 7 days to report a problem.

Changing your mind

Change-of-mind returns aren't accepted on CardNexus, whoever the seller is. Check the listing photos and condition before you buy. You can still ask to cancel for free until the seller ships.

Some professional sellers accept change-of-mind returns in their own Return & Refund Policy. When they do, their terms apply: contact the seller in the order messaging before your order is completed.

How to report a problem

Go to Purchases and open the order.
Select Report an issue (or Ask for help), choose the problem and describe it. Add photos or a video; they speed up the decision.
The seller has 5 business days to respond and propose a solution. If you can't agree, the CardNexus team decides.
If a return is agreed, you receive the return address in the conversation.
Ship the item by tracked mail and post the tracking number in the conversation. You're refunded once tracking shows the item delivered to the seller.

Sending an item back

Ship returns by tracked mail within 14 days of the return being agreed. You're responsible for the item until the seller receives it.

Pack it the way you'd want to receive it: sleeve, toploader and rigid mailer.
Return the item in the condition you received it.
Keep your tracking number and share it in the conversation.
Keep all communication on CardNexus, so there's a clear record if something goes wrong.

Refunds

Refunds always go back to your original payment method, in US dollars. A full refund includes the buyer fee (2.5% + $0.30); a partial refund agreed in a dispute covers the agreed amount only. Refunds usually appear within 5 business days of being processed.

Situation	What's refunded	When it's processed
Item doesn't match the listing	Item price, original shipping and buyer fee	When tracking shows the return delivered to the seller, or at resolution if no return is needed
Partial refund agreed in a dispute	The agreed amount; the buyer fee is not refunded	At resolution
Counterfeit	Item price, buyer fee and shipping	At resolution
Cancelled before shipping	Everything you paid, including the buyer fee	Within 7 days

Exchanges, exceptions and contact

Exchanges: not offered. Return the item for a refund and buy the one you want.
Not returnable: counterfeit items, which are never sent back to the seller.
Import duties and taxes: for an order shipped between the United States and Canada, any duties or taxes charged by customs or the carrier are paid by you and aren't refunded by CardNexus.
Where this applies: every order placed on CardNexus by a buyer in the United States or Canada.
Your legal rights: nothing in this policy limits the rights you have under the law of your state or province.
Questions: email support@cardnexus.com.

Last updated: October 5, 2026.

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