RubyCollect Returns & Refunds Policy

Effective October 21, 2026. This policy applies to physical-card purchases made through RubyCollect. It supplements the Terms of Service and does not limit rights that cannot legally be waived.

What may qualify

RubyCollect considers a return or refund only where a physical card is materially not as described, the wrong item was delivered, or the card arrived with damage supported by reliable evidence. Buyer-remorse or change-of-mind returns are not accepted. Because most collectible cards are unique, exchanges are not offered.

Seven-day request window

Submit a return or refund request within 7 calendar days after the carrier marks the package delivered. Include the order number, a concise description, photos, and available tracking and packaging evidence. Keep the card, sleeves, top loaders, packaging, shipping label and receipt until the review is finished.

Opening-video evidence

For a damage, missing-item, wrong-item or substitution claim, a continuous unboxing video is normally required. It should show the unopened package, shipping label, seals and edges, opening, card removal, front and back, and condition. Claims without this proof are likely to be denied when the available record cannot establish that the issue existed on delivery. This helps protect buyers and sellers from false claims and card-swapping.

Cut, opened or damaged packages

If the outside package arrives cut, opened, resealed, crushed, wet or otherwise compromised, record photos or video of the sealed outer package before opening it and report the delivery issue to the carrier promptly. Outer-package damage or apparent tampering is ordinarily a carrier issue, not a RubyCollect or seller issue, and does not automatically create a return or refund obligation. RubyCollect may still review evidence of seller misdescription, packing or fulfillment error, or fraud.

Approved returns

Do not send a card back until RubyCollect provides return instructions. An approved return must use the instructed method and include the card in the same condition, along with all included materials and packaging. RubyCollect covers reasonable return postage only for an approved eligible claim. There is no restocking fee for an approved eligible claim.

Refunds

After the returned card is received and verified, RubyCollect will normally process an approved refund within 5 business days. When a return is not reasonably required to resolve an approved claim, the same timing applies after the evidence review is complete. Payments may remain on hold while evidence, delivery and return records are reviewed.

E-Pack transactions

E-Pack cards are digital transfers and are not returned by mail. They follow the applicable order’s purchase, timestamped trade-evidence, buyer-review and dispute process.

Contact

For help, contact support@rubycollect.ca and include the order number.