This Return, Refund and Replacement Policy (the “Policy”) applies to all purchases made through the Gacha Grails website, application, and any associated platforms operated by Geek Grails Sdn. Bhd. (“Geek Grails”, “we”, “us”, or “our”). By placing an order or making any purchase on our Platform, you acknowledge that you have read, understood, and agreed to be bound by this Policy.
This Policy should be read together with our Terms and Conditions and Privacy Policy. All defined terms used but not defined in this Policy shall have the meanings given to them in our Terms and Conditions.
1. Scope of this Policy
Geek Grails offers two distinct categories of products and services, each governed by a different set of rules under this Policy:
- E-Commerce Products — the direct sale of physical goods at a fixed, displayed price, including sealed trading card products, single cards, accessories, merchandise, and other listed items (the “E-Commerce Marketplace”).
- Gacha Packs — purchases made through the Gacha Grails system through which a specific Card is revealed after the purchase is confirmed, together with any Cards, GG Coins, or rewards obtained through that system (the “Gacha Pack System”).
The rules differ between these two categories. Section 3 governs the E-Commerce Marketplace. Section 4 governs the Gacha Pack System. Where an order contains items from both categories, each item will be assessed under the rules applicable to its own category.
2. General Provisions
- All prices are stated in Malaysian Ringgit (RM) unless otherwise indicated.
- All requests under this Policy must be raised through our official support channels at support@gachagrails.com within forty-eight (48) hours of you receiving the relevant item or, for the Gacha Pack System, within forty-eight (48) hours of the relevant Card Reveal or physical delivery, as applicable.
- A valid order number and proof of purchase are required for any request. You should not send any item back to us or to the manufacturer before receiving written confirmation and instructions from Geek Grails.
- Geek Grails reviews each request on a case-by-case basis and, at its sole and absolute discretion, determines whether a request is successful. You acknowledge and agree that Geek Grails’ decision is final, conclusive, and binding.
- Geek Grails reserves the right to reject any request that it considers unfit, unreasonable, fraudulent, abusive, or in breach of this Policy or our Terms and Conditions.
3. E-Commerce Marketplace — Returns, Refunds and Replacements
3.1 Eligibility for a Refund or Replacement
Refunds or replacements for E-Commerce Marketplace products are permitted only in the limited circumstances where the issue arises from an error or fault attributable to Geek Grails, namely:
- Wrong item delivered — the product received is different from the product ordered;
- Item materially not as described — the product received does not match the specification, condition, or grade stated in the listing, including the wrong card type, grade, label, card number, set number, set, edition, or version;
- Incomplete order — the quantity received is less than the quantity stated in the confirmed order;
- Counterfeit or not authentic — a product sold by Geek Grails as genuine is found not to be authentic.
For any claim that a Card or product is counterfeit or not authentic, the User must first submit the item, order number, and supporting evidence to Geek Grails for inspection. The supporting evidence must include the documentation required under Section 5, including the continuous, unedited unboxing video. Geek Grails will inspect the item and notify the User of its determination. If the User does not accept that determination, the User may request that the item be submitted to an independent professional grading or authentication service appointed by Geek Grails, at the User's cost. The determination of the appointed service shall be final, conclusive, and binding. If the item is found not to be authentic, Geek Grails will reimburse the reasonable authentication cost and, at Geek Grails' sole discretion, either refund or replace the item. If the item is found to be authentic, the authentication cost shall be borne solely by the User and no refund or replacement will be provided.
3.2 Circumstances Not Eligible
Returns, refunds, or replacements will strictly not be accepted for the E-Commerce Marketplace in the following circumstances:
- Change of mind, buyer’s remorse, personal preference, or dissatisfaction;
- Any item that has been opened, used, altered, or is no longer in its original condition and original packaging, unless the issue falls within Section 3.1;
- Any sealed trading card product opened by the User, including booster packs, booster boxes, theme decks, starter decks, and other sealed products;
- Any change in the market value or resale price of a product after purchase, whether due to a reprint, market movement, or any other reason;
- Minor variations in colour, texture, appearance, or measurement arising from photography, screen settings, manufacturing tolerances, or disclosed product condition;
- Any loss, damage, delay, or deterioration occurring after the item has been handed to the shipping provider. Risk passes to the User upon such handover, and any transit-related claim must be directed to the relevant shipping provider. Upon request, Geek Grails may provide available pre-dispatch photographs and dispatch records to support the User’s claim;
- Requests made outside the forty-eight (48) hour deadline in Section 2, requests made without valid proof of purchase, and any other circumstance not expressly stated as eligible under Section 3.1, as determined at Geek Grails’ sole and absolute discretion.
3.3 Return Process and Shipping
Where Geek Grails requires an item to be returned, any approved refund or replacement will only be processed after Geek Grails successfully receives and inspects the item. The User must use the tracked shipping method specified or approved by Geek Grails and must comply with all return instructions. If a returned item is damaged or lost in transit, the matter will be deemed closed and no further refund, replacement, or return request will be entertained. Return shipping costs are borne by the User and are non-refundable.
3.4 Refund Method
Where a refund is approved for an E-Commerce Marketplace product, Geek Grails may, at its sole discretion, issue the refund through the original payment method. Approved refunds may take up to twenty-one (21) working days to process after the returned item, if any, has been received and inspected.
4. Gacha Packs — Finality and Limited Remedies
4.1 Finality of Card Reveals
Once a Gacha Pack purchase has been confirmed and the Card Reveal has been completed, the transaction is final and irreversible. A revealed Card cannot be returned, exchanged, cancelled, or refunded because the User does not prefer the Card, is dissatisfied with the Card Reveal, or because the Card's market value is lower than the Gacha Pack price or GG Coins used.
4.2 Non-Refundable GG Coins
Cash refunds will not be issued for GG Coins, Gacha Pack purchases, Card Reveals, or revealed Cards under any circumstances. GG Coins purchased or used through the Platform are non-refundable and cannot be converted into cash, e-money, or any other form of legal tender.
4.3 Limited Remedy for Verified Errors
No monetary refund will be provided for the Gacha Pack System. In the limited event of a verified error directly attributable to Geek Grails, including a failed Card Reveal, the wrong Card being shipped, a Card materially not matching the confirmed Card Reveal, or a Card found not to be authentic, Geek Grails may, as the sole and exclusive remedy, provide a replacement Card or replacement Card Reveal of similar value. What constitutes similar value will be determined solely by Geek Grails by reference to the affected Card's market value at the time of the relevant Card Reveal. This remedy will not give rise to any cash refund, dispute, or claim against Geek Grails. Transit loss, damage, delay, or deterioration is excluded and must be pursued with the relevant shipping provider in accordance with Section 3.2.
4.4 Interaction with Sellback
Sellback, where offered, is a separate Platform feature governed by our Terms and Conditions and does not constitute a refund. Any confirmed Sellback proceeds are credited in GG Coins. Nothing in this Policy entitles a User to a Sellback offer, GG Coins, or any conversion between refunds, Sellback proceeds, GG Coins, and cash unless expressly offered by Geek Grails through the Platform.
5. Evidence Requirements — Mandatory Unboxing Video
Every physical order is inspected, verified, and securely packaged before dispatch. This Section 5 applies to every request involving a physical item, including an incorrect, missing, materially-not-as-described, or counterfeit item. To raise such a request, the User must provide:
- A clear, continuous, and unedited unboxing video beginning before the fully sealed parcel is opened and continuing without interruption or cuts until the item and all parcel contents have been fully revealed; and
- Clear photographs of the item, packaging, and shipping label from multiple angles, together with photographs showing the alleged issue, defect, or discrepancy.
The unboxing video is mandatory and serves as essential proof of the item's and parcel's condition on arrival. Without a continuous, unedited unboxing video, Geek Grails will not process or review the request, and the request will be rejected. The video and photographs must be submitted within the forty-eight (48) hour deadline in Section 2.
6. Fraud, Abuse and Chargebacks
To protect its customers and inventory, Geek Grails takes a strict approach to fraudulent and abusive conduct. Geek Grails reserves the right to reject any request, suspend any account, and withhold any remedy where it reasonably suspects fraud, abuse, manipulation, or a breach of this Policy or the Terms and Conditions. Initiating a chargeback or payment dispute without first contacting Geek Grails and following the process in this Policy may be treated as a breach. Geek Grails reserves the right to take appropriate action, including recovering its losses and costs.
7. General
Geek Grails does not represent that any Card, product, or item will retain, increase, or achieve any particular market value and accepts no liability for any decline in market value between the date of purchase or Card Reveal and any later date.
Geek Grails reserves the right to vary or amend this Policy from time to time at its sole discretion by publishing the updated Policy on the Platform. Each amendment will apply from its stated effective date.
If you have any questions regarding this Policy, please contact our support team at support@gachagrails.com.