Return & Refund Policy (Europe)

The minimum return and refund rules for every order on CardNexus, for private and professional sellers.

Last updated About 1 hour ago

CardNexus is a marketplace: every order is a sale between you and an independent seller. This policy sets the minimum return and refund rules for every order placed on CardNexus. A seller may offer more generous terms, never less.

Return policy at a glance

You can report an item that doesn't match its listing within 7 days of delivery, whoever sold it. Once your order is completed, a private seller's order can no longer be returned. If you bought from a professional seller, you can also change your mind within 14 days of delivery, even after the order is completed.

	Private seller	Professional seller
Item doesn't match the listing	Report within 7 days of delivery	Report within 7 days of delivery; after that, your 2-year legal guarantee of conformity still applies
Change of mind	Not accepted	Accepted within 14 days of delivery
After the order is completed	No return possible	Withdrawal still possible within 14 days of delivery
Return shipping paid by	Seller, when the item doesn't match the listing	Seller, when the item doesn't match the listing; you, for a change of mind
Deadline to ship a return	30 days after the return is agreed	14 days
Condition for return	As you received it	As you received it, in its original protection
Return method	Tracked mail	Tracked mail
Restocking fee	None	None
Exchanges	Not offered	Not offered
Refund	Original payment method; the buyer fee is refunded on full refunds	Original payment method, within 14 days of your withdrawal notice; the buyer fee is refunded on full refunds

The delivery date is the carrier's tracked delivery date, or the date you confirm receipt (Mark as completed) if that comes first.

Confirming receipt completes your order immediately, so only confirm once you've checked your items. If you don't confirm and don't report a problem, the order completes automatically 7 days after delivery.

Who you're buying from

Your rights depend on whether the seller is a private individual or a professional. Every listing, seller profile and checkout shows which.

Private sellers are individuals selling from their own collection. Consumer protection law doesn't apply to sales between individuals, so there is no legal right of withdrawal. You're still covered when an item doesn't match its listing, until your order is completed.
Professional sellers are businesses. EU consumer law applies: a 14-day right of withdrawal and a 2-year legal guarantee of conformity, when you buy as a private individual rather than for a business. Some offer more generous terms in their own Return & Refund Policy, shown on their seller profile.

The seller is responsible for accepting returns and refunding you. CardNexus holds your payment until the order is completed and sends refunds back to you.

If you and the seller can't agree on a problem, the CardNexus team reviews the case and decides the outcome.

Items that don't match the listing

Report a problem within 7 days of delivery, from any seller. After 7 days, or as soon as you confirm receipt, the order completes and payment is released to the seller. For a private seller's order, no return is possible after that. For a professional seller's order, your 2-year legal guarantee of conformity still applies: email support@cardnexus.com with your order number.

These problems qualify:

Wrong item: you received a different card than the one listed.
Damaged: the card was damaged in transit.
Missing items: part of your order is missing.
Condition mismatch: the card's condition is worse than the listing described.
Counterfeit or resealed: the card appears fake or the product was tampered with.
Not received: your package never arrived. You can report this once 7 days have passed since shipment.

The outcome is a full refund, a partial refund, or a return with a refund. For lower-value items (under about 10€) or damaged items, we usually refund without asking for the item back. When a return is needed, the seller pays the return shipping.

Counterfeits are never sent back to the seller. You receive a full refund of the item price, the buyer fee and the shipping. We'll ask you either to destroy the card and send a photo, or to forward it at our cost.

Changing your mind

Private sellers: change-of-mind returns aren't accepted. Check the listing photos and condition before you buy. You can still ask to cancel for free until the seller ships.

Professional sellers: you have 14 days from delivery to withdraw from your purchase, without giving a reason. This applies even after your order is completed.

Tell the seller within 14 days of delivery. Any clear statement that you're withdrawing is enough.
- Before your order is completed: in the order messaging, on the website or in the app.
- After your order is completed: email support@cardnexus.com with your order number.
Send the item back within 14 days of telling the seller.
You pay the return shipping, unless the seller's terms say otherwise.
The seller may deduct for any loss of value caused by handling the item beyond what's needed to inspect it. This includes opening a sealed product.

How to report a problem

Go to Purchases and open the order.
Select Report an issue (or Ask for help in the app), choose the problem and describe it. Add photos or a video; they speed up the decision.
The seller has 5 business days to respond and propose a solution. If you can't agree, the CardNexus team decides.
If a return is agreed, you receive the return address in the conversation.
Ship the item by tracked mail and post the tracking number in the conversation. You're refunded once tracking shows the item delivered to the seller.

To withdraw from a professional seller's order, follow Changing your mind above.

Sending an item back

Ship returns by tracked mail within 14 days for a professional seller's order, or within 30 days of the return being agreed for a private seller's order. You're responsible for the item until the seller receives it.

Pack it the way you'd want to receive it: sleeve, toploader and rigid mailer.
Return the item in the condition you received it.
Keep your tracking number and share it in the conversation.
Keep all communication on CardNexus, so there's a clear record if something goes wrong.

Refunds

Refunds always go back to your original payment method. A full refund includes the buyer fee; a partial refund agreed in a dispute covers the agreed amount only. Refunds usually appear within 5 business days of being processed.

Situation	What's refunded	When it's processed
Item doesn't match the listing	Item price, original shipping and buyer fee	When tracking shows the return delivered to the seller, or at resolution if no return is needed
Partial refund agreed in a dispute	The agreed amount; the buyer fee is not refunded	At resolution
Counterfeit	Item price, buyer fee and shipping	At resolution
Withdrawal from a professional seller	Item price, standard shipping and buyer fee	Within 14 days of your withdrawal notice; the seller may wait until the item arrives or you show proof of sending
Cancelled before shipping	Everything you paid, including the buyer fee	Within 7 days

Exchanges, exceptions and contact

Exchanges: not offered. Return the item for a refund and buy the one you want.
Not returnable: counterfeit items, which are never sent back to the seller.
Opened sealed product: can be returned when it doesn't match the listing. On a withdrawal, the seller may deduct the loss of value (see Changing your mind).
Where this applies: every order placed on CardNexus, in every European country where CardNexus is currently available: Austria, Belgium, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom.
Your legal rights: nothing in this policy limits the rights you have under the law of your country of residence.
Questions: email support@cardnexus.com.

Last updated: October 1, 2026