Return policy

Right of withdrawal (14-day return)

As a consumer, you have the right to withdraw from the distance sales contract, without giving any reason and without incurring any costs other than those set out below, within 14 calendar days, in accordance with Romanian Emergency Ordinance (OUG) no. 34/2014. The 14-day period begins on the day you, or a third party indicated by you (other than the carrier), take physical possession of the products.

How to withdraw

Before the 14 days expire, send us a clear statement informing us of your decision to withdraw, at the email address contact@arcanainn.ro. You may use any clear wording (email, withdrawal form) and may request a confirmation of receipt of your request. The burden of proof of exercising the right of withdrawal lies with you.

Returning the products

After notifying us of your withdrawal, return the products without undue delay and within no more than 14 days of the date you communicated your withdrawal. The deadline is met if the products are dispatched before the 14 days are up.

The products must be returned in the condition in which you received them, complete, with all accessories and accompanying documents. You are liable for any diminished value of the products resulting from handling them beyond what is necessary to establish the nature, characteristics and functioning of the products.

Sealed products, boosters and collectible products

Sealed products (e.g. boosters, displays, bundles, starters) lose their integrity and market value once unsealed, since the contents are random. If you return such a product unsealed/opened, its value is considered to be substantially diminished, and the refund may be reduced proportionally or refused to the extent that the product's value has been compromised by opening. Sealed products returned unopened, in their original packaging, are refunded in full.

Individual cards (singles) must be returned in the same condition in which they were delivered (protected, unplayed, undamaged).

Costs

The cost of returning the products (return shipping) is borne by you, as the buyer, unless we have agreed otherwise or unless the product delivered was defective/non-compliant.

Refund

We will refund all amounts received from you, including the cost of the initial standard delivery, without undue delay and within no more than 14 days of the date we were informed of your decision to withdraw. We may withhold the refund until we receive the returned products or until you provide proof that you have dispatched them, whichever is the earliest.

The refund is made using the same payment method as that used for the initial transaction, unless you have agreed to a different method; in any case, we do not charge you any fees for the refund.

Exceptions to the right of withdrawal

Under Article 16 of OUG no. 34/2014, the right of withdrawal does not apply, among other cases, to: products made to your specifications or clearly personalized; sealed products which cannot be returned for health-protection or hygiene reasons and which have been unsealed; products which, after delivery, are inseparably mixed with other products; sealed audio/video recordings or computer software that have been unsealed after delivery.

Defective or non-compliant products

Separately from the right of withdrawal, you benefit from the legal guarantee of conformity. If the product you receive is defective, damaged or does not match your order, contact us at contact@arcanainn.ro and we will replace, repair or refund it in accordance with the legislation in force (OUG no. 140/2021), with no shipping costs charged to you.

Return address

Products are returned to: EpicCards S.R.L., Bd. Ferdinand I 126A, Sector 2, Bucharest. Please contact us in advance at contact@arcanainn.ro for details and confirmation of returns.

Dispute resolution

To resolve any disputes amicably, you may use the ANPC Alternative Dispute Resolution (SAL) platform and the European Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.