Refund Policy

6.14 Refund Policy. This Section 6.14 governs funds added to Your User Balance, including deposits, Pack purchases, Returns, shipping and redemption charges, and other payments, exchanges, or transfers made through the Platform. Except as expressly set forth in this Section 6.14 or as otherwise required by applicable law, such transactions are final, non-reversible, and non-refundable.

6.14.1 User Balance Funding and Deposit Use. Funds added to Your User Balance, including deposits, are intended for use on the Platform and are non-refundable once credited to Your account, except in the limited circumstances described in Section 6.14.5 or as otherwise required by applicable law. Deposited funds must first be used on Packz for eligible transactions before they can become eligible for withdrawal. Merely adding funds to Your User Balance does not make those funds withdrawable. Withdrawal eligibility may arise only after deposited funds have been used on Packz and any resulting credit from a Return or other eligible credit is credited to Your account, subject to Packz's then-current rules and requirements concerning User Balance, withdrawals, verification, fraud prevention, chargebacks, holds, limits, and applicable law. If funds added to Your User Balance have already been used for purchases, shipments, or other transactions before a refund request is resolved, Packz may deny the request in whole or in part and instead address the affected downstream transaction separately, if appropriate.

6.14.2 Pack Purchases. Because Pack contents are randomized and the applicable odds are disclosed before purchase, You understand and agree that You are making a conditional purchase of, and acquiring the right to request shipment of, one of the possible Items listed for that Pack, subject to Section 6.9, and not any particular Item, grade outcome, or market value. Once a Pack has been purchased, that transaction is final, non-reversible, and non-refundable except as provided in Section 6.14.5 or as otherwise required by applicable law.

6.14.3 Returns. Before a Sale occurs, Packz may allow You to return a revealed Item to Packz in exchange for a credit to Your User Balance (a "Return"). Once an Item has been digitally revealed, Your available options are limited to requesting shipment of the physical Item or accepting a Return, if offered. However a Return is described on the Platform, including as a "sell," "buyback," or "cash-out" option, it is not a sale of the Item to Packz, because no Sale has occurred, and it is not a refund of Your Pack purchase. All Returns are final. Packz is not required to offer a Return for any Item and may change or withdraw a Return offer at any time before You accept it. Any Return, including an automatic Return under Section 6.9, is available only on the terms presented by Packz at the time of the offer, and any resulting Platform credit, User Balance, or withdrawal rights will be subject to Packz's then-current rules and requirements concerning User Balance, withdrawals, and verification, except where applicable law requires otherwise.

6.14.4 Shipping and Redemption Charges. Shipping, redemption, insurance, handling, and similar fees disclosed to You when You request shipment or redemption are separate charges from the underlying Pack purchase. Such charges are generally non-refundable once the applicable shipment or redemption request has been submitted or processing has begun, except as provided in Section 6.14.5, where Packz cancels or is unable to fulfill the applicable shipment or redemption, or as otherwise required by applicable law.

6.14.5 Limited Refund Circumstances. Notwithstanding the foregoing, Packz may issue a refund, reversal, or account credit, in whole or in part, in the following limited circumstances: (a) the charge was duplicated or resulted from a confirmed technical, software, or payment processing error; (b) the charge was unauthorized or fraudulent, as determined by Packz or the applicable payment processor after reasonable review; (c) Packz declines, cancels, voids, or is unable to fulfill the applicable order, User Balance funding, shipment, or redemption; or (d) a refund is otherwise required by applicable law. Any refund may be issued to the original Payment Mechanism or as Platform credit, in Packz's sole discretion, unless applicable law requires a different method.

6.14.6 Exclusions. Refunds will not be issued for: (a) dissatisfaction with the revealed Item, the randomized outcome of a Pack, or the stated odds; (b) changes in an Item's market value before or after reveal, shipment, or any Return; (c) Your failure to request shipment or accept a Return during the applicable holding period; (d) funds added to Your User Balance that have already been used for purchases, shipments, redemptions, or other transactions, except to the extent caused by Packz's error or required by law; (e) shipping charges, taxes, duties, or similar fees, except to the extent caused by Packz's error or required by law; or (f) account restrictions, suspensions, or terminations arising from Your violation of these Terms, suspected fraud, chargebacks, or other misuse of the Service.

6.14.7 To request review of a potential refund, You must contact customer support at support@packz.io promptly after discovering the issue and, in any event, no later than thirty (30) days after the applicable transaction, unless a longer period is required by law. You may be required to provide Your username, the email associated with Your User Account, the transaction date, the amount charged, the payment method used, and any other information reasonably requested by Packz to investigate the request. We may deny any request where sufficient information is not provided.