Refund policy

At Critical Games & Hobbies, we stand behind the quality of our products and want you to be completely satisfied with your purchase. Please read our policy below regarding returns, refunds, and order cancellations.

1. Return Eligibility & Window

  • Return Window: You may request a return within 30 days of receiving your item, based on tracking delivery confirmation.

  • Condition Requirements: To be eligible for a return, your item must be in the same condition that you received it:

    • Unopened, undamaged, and in its original factory packaging (including outer plastic wrap or seals).

    • In re-sellable condition with all original parts, accessories, and promotional items included.

    • Accompanied by proof of purchase (order number or receipt).

2. Non-Returnable Items

Due to the dynamic nature of the hobby and collectibles market, certain items cannot be returned once opened or delivered:

  • Trading Card Games & Blind Packaged Goods: Factory-sealed Booster Boxes, Booster Packs, Collector Boxes, Elite Trainer Boxes, Packs, and individual singles are final sale once opened or tampered with to protect market integrity and prevent tampering/resealing.

  • Clearance or Final Sale Items: Any items marked as "Sale," "Clearance," or "Final Sale" cannot be refunded.

  • Gift Cards: Digital or physical gift cards are non-refundable.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If your order arrives damaged during transit, defective, or if you received the wrong item:

  1. Contact us within 48 hours of delivery at mathew.alan.spooner@outlook.com.

  2. Include your Order Number and clear photos/videos showing the outer shipping box, inner contents, and the defect/damage.

  3. We will review the claim and provide a pre-paid return shipping label or send a replacement at no additional cost if eligible.

4. Return Process & Shipping Costs

  • Initiating a Return: To start a return request, please email mathew.alan.spooner@outlook.com with your order number and the reason for return. Returns sent back without prior approval will not be accepted.

  • Return Shipping Costs:

    • If the return is due to a customer change of mind or accidental purchase, the customer is responsible for return shipping costs.

    • If the return is due to an error on our part (damaged, defective, or incorrect item sent), we will provide a pre-paid shipping label.

  • Tracking: We strongly recommend using a trackable shipping service or purchasing shipping insurance for return items valued over $50, as we cannot guarantee receipt of returned items.

5. Refunds & Processing Time

  • Once your return is received and inspected at our physical location, we will send an email notification confirming receipt and approval/rejection status.

  • Approved Refunds: If approved, your refund will be processed back to your original payment method.

  • Processing Time: Refunds typically take 5 to 7 business days (and up to 7–10 business days depending on your banking institution) to reflect on your statement.

6. Pre-Orders & Order Cancellations

  • Pre-Orders: Pre-orders can be canceled for a full refund up until the official release or fulfillment date.

  • Standard Order Cancellations: Once an order has entered the shipping or fulfillment phase, it cannot be canceled. You may initiate a standard return upon delivery in accordance with Section 1.

7. Contact Information

For any questions regarding our Refund and Return Policy or assistance with an ongoing order, please contact us at:

  • Store Name: Critical Games & Hobbies

  • Address: 16761 St Clair Ave, East Liverpool, OH 43920, United States

  • Email: mathew.alan.spooner@outlook.com

  • Phone: +1 330-932-0616