Celestial Vault — Refund & Returns Policy

Last updated: 5 July 2026

Please Note: For high/medium chargeback chance orders, we will ask you to verify the purchase. At times we could ask for matching photo ID and or matching billing address for our safety. This applies to every country and this action can also be flagged if our automated fraud-screening tools. If this action has been required by us and you have not submitted evidence or replied within a 3 day period (since order placed), we will cancel your order. You are welcome to reorder the products if they remain available. Any verification documents you send are used only to confirm the order in question, are never shared with third parties, and are permanently deleted within 30 days of the check completing.

At Celestial Vault we deal in collectible trading cards, sealed products, and randomised mystery packs. Because of the nature of these items, these terms here apply to every order. This policy works alongside our Terms of Service; nothing in it removes your statutory rights (see Section 9).

1. Mystery packs and randomised / "blind" products

You are purchasing a sealed pack containing a stated, guaranteed number of authentic "hits." You are not purchasing any specific card, language, set, rarity, or monetary value. The specific contents — including language and rarity — are distributed entirely at random. The retail price reflects the guaranteed number of hits, not the secondary-market value of the cards received.

By purchasing a mystery pack you acknowledge that:

• the value and identity of the cards received are random and may be worth more or less than the price paid;
• dissatisfaction with the specific cards received, their language, or their resale value is not a valid reason for a return or refund;
• once a pack is opened, it cannot be returned or refunded, except where the guaranteed contents were not delivered or the contents are faulty (Section 5).

Unopened mystery packs may be returned under the 14-day cooling-off right in Section 4, provided the seal is fully intact.

2. Sealed products

Sealed products (booster boxes, ETBs, bundles, tins, collection boxes, blisters, gift boxes, coin set blind boxes, etc.) are sold as collectibles in their original factory-sealed state. Once the seal or shrink-wrap has been opened, removed, or tampered with, the product cannot be returned except where faulty (Section 5). Unopened sealed products may be returned under Section 4.

3. Single cards

Single cards are described and, where relevant, photographed at the point of sale. We accept a return of a single card where:

• it materially differs from its listing (e.g. materially incorrect condition grade, wrong card or wrong language edition sent) — contact us within 30 days and we will replace or fully refund it, including return postage; or
• you change your mind under Section 4 — the card must be returned unaltered, in the same condition and holder in which it was sent, at your postage cost.

Please report not-as-described issues promptly with clear photographs — this makes claims much faster to resolve. Minor variations in centring, surface, edges, or print that are normal for trading cards, and any differences visible in the listing photographs, are not grounds for a not-as-described claim.

4. Change of mind (14-day cooling-off period)

Under the Consumer Contracts Regulations 2013, UK consumers may cancel an online order for any reason within 14 days of receiving it, and have a further 14 days to return the goods, provided the items are unopened, unused, and in their original condition — including intact seals on all sealed products and mystery packs.

To cancel, email help.celestialvault@outlook.com with your order number. Return postage for change-of-mind returns is your responsibility, and items are your responsibility until they reach us — we recommend tracked postage. Once we receive the goods and confirm their condition, your refund (including the basic original shipping charge) will be issued to the original payment method within 14 days.

Opened sealed products and opened mystery packs are excluded from this right, as the value of these goods lies in their sealed, randomised nature and they cannot be resold once unsealed.

5. Faulty, damaged, or undelivered items

If your order does not arrive, or arrives faulty or damaged in transit, contact help.celestialvault@outlook.com with your order number and clear photographs of the item and all packaging (for damage claims). Reporting within 48 hours of delivery helps us claim against the courier, but does not affect your statutory rights — under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a full refund, and further remedies beyond that.

Where an item is confirmed faulty, damaged in transit, misdescribed, or undelivered, we will offer a replacement (subject to stock) or a full refund including any return postage. This section does not apply to dissatisfaction with the random contents of a mystery pack where the guaranteed contents were delivered.

6. Order cancellations before dispatch

You may cancel any order before dispatch for a full refund by emailing help.celestialvault@outlook.com with your order number. Once dispatched, the return terms above apply. Pre-orders may be cancelled for a full refund at any time before dispatch.

7. Refund processing

Approved refunds are issued to the original payment method within 14 days of approval (or of us receiving returned goods, where a return is required) — typically much sooner. Original shipping charges are refunded for faulty/undelivered orders and standard-rate shipping is refunded for full-order cooling-off cancellations; premium shipping upgrades are non-refundable for change-of-mind returns. We are not responsible for delays caused by your bank or card provider.

8. Chargebacks

If you have any issue with your order, please contact us first — we aim to resolve every legitimate problem quickly. We reserve the right to contest payment disputes relating to the random contents of mystery packs, or raised without prior contact, using this policy and your order records as evidence.

9. Your statutory rights

Nothing in this policy removes or limits any rights you have under applicable law, including your rights under the Consumer Rights Act 2015 in respect of goods that are faulty, not as described, or not fit for purpose, and your cancellation rights under the Consumer Contracts Regulations 2013.

10. Contact

All return, refund, and damage queries: help.celestialvault@outlook.com. Please include your order number in every message.

Please note that help.celestialvault@outlook.com is our one and only official support email. Do NOT trust information coming from any other email source. Our official socials can be found on our main website.