Refund policy
At Heavy Meta Gaming, we want customers to shop with confidence and understand our return and refund procedures before making a purchase. This policy explains return eligibility, return timeframes, product-condition requirements, return shipping costs, refunds, exchanges, damaged or incorrect products, and special conditions for trading cards and collectibles.
Google Merchant Center requires return policies to clearly disclose the return window, accepted product condition, return method, fees, refund timing, and treatment of both defective and non-defective returns. The policy below is structured around those requirements.
1. 30-Day Return Policy
Heavy Meta Gaming accepts eligible returns for both defective and non-defective products within 30 days of delivery.
The 30-day return period begins on the date your order is shown as delivered by the shipping carrier.
To qualify for a standard return, the product must generally be:
- In new and unused condition.
- In its original packaging.
- Complete with all accessories, inserts, manuals, promotional materials, and other components originally included.
- Unopened and factory sealed when originally sold as a sealed trading card or collectible product.
- Free from damage caused after delivery.
- Accompanied by your order number or other proof of purchase.
We reserve the right to inspect returned products before approving a refund.
2. Returns for Non-Defective Products / Change of Mind
We accept eligible returns when you simply change your mind or no longer want the product.
For these returns, the product must meet the return conditions described in this policy and the return request must be initiated within 30 days of delivery.
For eligible change-of-mind returns, the customer is responsible for return shipping costs.
We do not charge a restocking fee for eligible returns.
Google specifically requires a Merchant Center-compatible policy to address general returns such as buyer's remorse, not only defective products.
3. How to Start a Return
Before returning a product, please contact Heavy Meta Gaming at:
Please provide:
- Your full name.
- Your order number.
- The product you would like to return.
- The reason for the return.
- Photographs if the product arrived damaged, defective, or incorrect.
Once your return request has been reviewed and determined to be eligible, we will provide the applicable return instructions and return address.
Please do not send a return without contacting us first.
4. Return Method
Eligible products are returned by mail according to the return instructions provided by our customer-support team.
Products must be securely packaged to prevent damage during return transportation.
For customer-paid returns, we strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking number until your refund has been completed.
5. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
For damaged, defective, or incorrect products caused by our error: Heavy Meta Gaming will cover the reasonable applicable return shipping cost when a return is required.
For change-of-mind or other non-defective returns: The customer is responsible for return shipping costs.
There is no restocking fee for eligible returns.
Google recommends making the party responsible for return shipping and any restocking fees explicit in the published policy.
6. Trading Cards & Sealed Collectibles
Due to the nature of trading cards and collectible products, sealed products must remain in their original unopened and factory-sealed condition to qualify for a standard change-of-mind return.
This includes, where applicable:
- Booster boxes.
- Booster packs.
- Elite Trainer Boxes.
- Collector booster boxes.
- Bundles.
- Starter decks.
- Collection boxes.
- Tins.
- Factory-sealed card products.
- Other sealed collectible products.
If the original factory seal or packaging has been opened, removed, broken, or materially altered, the product generally cannot be returned for a standard change-of-mind refund.
This restriction does not eliminate any rights that may apply when a product arrives damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law.
7. Randomized Trading Card Products
Trading card booster packs, booster boxes, and similar products may contain randomized contents determined by the manufacturer.
Unless specifically guaranteed by the manufacturer, Heavy Meta Gaming does not guarantee that a randomized product will contain a particular card, rarity, character, autograph, parallel, serialized card, illustration, or other collectible.
Not receiving a particular card or desired pull from a randomized product does not, by itself, make the product defective and is not a basis for returning an opened product.
8. Damaged Products
Please inspect your order promptly after delivery.
If your product arrives damaged, contact us as soon as reasonably possible at support@heavymetagaming.shop.
Please provide your order number and:
- A description of the damage.
- Clear photographs of the affected product.
- Photographs of the shipping box or mailer.
- Photographs of the internal packaging when applicable.
- A photograph of the shipping label when requested.
Please keep the product and its original packaging while your claim is being reviewed.
For verified eligible claims, we will provide an appropriate resolution, which may include a replacement or refund, depending on product availability and the circumstances.
9. Defective Products
If you believe you received a defective product, please contact us with your order number and a description of the problem.
We may request photographs or other reasonable information needed to evaluate the issue.
For verified defects, Heavy Meta Gaming will provide an appropriate resolution in accordance with this policy and applicable law.
Certain manufacturer-related defects may also be subject to the manufacturer's warranty or replacement procedures.
10. Incorrect Products
If Heavy Meta Gaming sends you a product different from the product you ordered, please contact us promptly.
Provide your order number and photographs of the product received when applicable.
For verified fulfillment errors, we will provide appropriate instructions and cover the reasonable return shipping cost when the incorrect product needs to be returned.
11. Non-Returnable Products
The following generally do not qualify for a standard change-of-mind return:
- Opened booster packs.
- Opened booster boxes.
- Opened factory-sealed TCG products.
- Products with broken or removed factory seals.
- Products showing signs of use.
- Products altered after delivery.
- Products damaged by the customer.
- Products missing original packaging or components.
- Gift cards, where applicable.
- Products specifically identified as final sale before purchase, where permitted by law.
Products that arrive damaged, defective, or incorrect will be reviewed separately according to the circumstances and applicable legal requirements.
12. Exchanges
We accept exchanges for eligible products, subject to product availability.
Please contact support@heavymetagaming.shop before returning an item for an exchange.
Because trading cards, collectibles, and limited releases can sell out quickly, we cannot guarantee that the same product or a requested alternative will remain available.
If an exchange cannot be completed, an eligible refund may be issued instead.
13. Return Inspection
Once your authorized return is received, we will inspect the product to verify its condition and eligibility.
Products should match the condition in which they were originally shipped and comply with the requirements described in this policy.
If your return is approved, we will proceed with the applicable refund.
If we identify a problem with the condition of the returned product, we may contact you before completing the return.
14. Refund Method
Approved refunds will be issued to the original payment method used to place the order.
We do not normally issue refunds to a different credit card, bank account, or unrelated payment method.
15. Refund Processing Time
After an eligible returned product has been received, inspected, and approved, we generally process the refund within 5 business days.
After we issue the refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.
Depending on your financial institution, this may take approximately 5–10 business days.
16. Original Shipping Charges
If an order qualified for free shipping, there is no original shipping charge to refund.
If a shipping charge was paid, the original shipping charge is generally non-refundable for change-of-mind returns, except where required by applicable law.
For verified damaged, defective, or incorrect products caused by our error, applicable shipping charges will be handled as part of the resolution.
17. Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@heavymetagaming.shop.
We will make reasonable efforts to accommodate cancellation requests before an order enters fulfillment.
However, cancellation cannot be guaranteed after an order has been processed, packed, or shipped.
If the order has already shipped, you may request an eligible return after delivery according to this policy.
18. Pre-Orders & Pre-Sale Products
Products identified as Pre-Order, Pre-Sale, or Pre-Release may be subject to additional conditions disclosed on the applicable product page or in our Pre-Sale Policy.
Once a pre-sale product has been delivered, eligible returns are subject to the same applicable product-condition requirements described in this policy unless a clearly disclosed exception applies.
For sealed trading card products, the product must remain unopened and factory sealed to qualify for a standard change-of-mind return.
19. Lost Packages
If your shipment appears to have been lost in transit, please contact us with your order number.
We will review the available tracking information and, where appropriate, work with the shipping carrier to investigate the shipment.
Lost-in-transit claims are handled separately from ordinary customer returns.
20. Return Fraud & Abuse
Heavy Meta Gaming reserves the right, where permitted by law, to reject fraudulent or abusive return claims, including returns involving substituted products, counterfeit products, intentionally damaged merchandise, manipulated factory seals, or other fraudulent activity.
This provision does not restrict legitimate consumer rights available under applicable law.
21. Contact Heavy Meta Gaming
If you have questions about a return, refund, exchange, damaged product, or this policy, please contact us:
Heavy Meta Gaming
Address: 1512 Portland Ave, Louisville, KY 40203, United States
Email: support@heavymetagaming.shop
Phone: +1 502-438-9183