Draft — pending legal review. This document is a working draft and has not yet been reviewed by a qualified legal professional. It is not final and may change before Vaultly TCG launches publicly.

Buyer Protection

When you pay through Vaultly TCG, eligible purchases are protected. If your item doesn't arrive, isn't as described, is damaged in transit or is counterfeit, we'll help you get it resolved — and if the seller doesn't put it right, we'll refund you.

What's covered

• Item not received — the item hasn't arrived within the estimated delivery window and tracking doesn't show delivery.
• Not as described — the item is materially different from the listing, for example the wrong card, edition or language, a worse condition than stated, or an undisclosed defect.
• Counterfeit or altered — the item is not genuine, or a graded slab has been tampered with.
• Damaged — the item arrived damaged because of the way it was packed or shipped.

Purchases made by fixed price, winning auction bids, accepted offers and live shows are all covered.

What isn't covered

• Payments made outside Vaultly, or items collected in person.
• Changing your mind, unless the seller accepts returns.
• Minor differences that are clearly disclosed in the listing, such as condition notes or photos.
• Claims opened after the deadline below.
• Prohibited items, or purchases made in breach of our Terms.

Time limits

Open a request within 30 days of the estimated delivery date (or the actual delivery date, if later). Graded items may be reported up to 30 days after delivery if you discover tampering.

How it works

1. Go to Orders, choose the order and select Report a problem.
2. The seller has 3 business days to respond — for example by offering a refund, replacement or return.
3. If you can't agree, you can ask Vaultly to step in. We review the evidence from both sides, including tracking and photos, and decide the outcome.
4. If we decide in your favour we refund the item price and original postage. For items not as described, we may ask you to return the item first, with return postage covered by the seller or by Vaultly.

Your statutory rights

Buyer Protection is in addition to your legal rights as a consumer, including rights against business sellers. It does not affect your ability to make a claim against your card issuer, although we may ask you to choose one route to avoid double recovery.