Refund policy

Last updated: November 11, 2026

This Refund policy applies to purchases from Black Rose Hobbies at blackrosehobbies.com and at our Toronto store, except where a product page or event listing clearly states different terms. If you have a problem with an order, please email info@blackrosehobbies.com and include your order number before opening a payment dispute. We will work with you in good faith to resolve it.

Nothing in this policy is intended to limit rights you may have under the Consumer Protection Act, 2002 (Ontario) or other applicable consumer-protection laws that cannot be waived.

Product availability

Inventory shown online and in our Toronto store can differ for all products. If we cannot fulfill an item you paid for, we will contact you and refund that item.

1. Trading-card singles

Because prices for TCG singles change constantly, singles are final sale. We do not accept returns or exchanges on single cards because of a change of mind, a price change after purchase, or a difference of opinion about a grade that still falls within the listed condition. Once a singles order is placed, you may not cancel it. We may still cancel the order and refund you if we cannot fulfill it or if we made an error. A pre-order of singles may still be cancelled before the official release date as described in section 5.

By buying a single, you agree to the condition grade shown on the listing, as defined in our Card Condition Guide. Photos on singles listings are often stock or representative images, not photos of the exact copy you will receive, unless we say otherwise.

We will refund or replace a single if we sent the wrong card, the wrong printing or edition, or a card that is clearly below the listed grade. Contact us within 7 days of delivery or pickup, with clear photos.

We do not refund singles that are lost or damaged in transit on an untracked shipment. Tracked shipping is available at checkout and is required on orders over $100 CAD. See our Shipping policy.

2. Sealed trading-card product (boxes, packs, tins, and similar collectibles)

Sealed trading-card product — including booster boxes, packs, tins, preconstructed decks, and other sealed TCG collectibles — is final sale once it has been delivered or picked up, provided it arrived as described, unopened, and with the factory seal intact.

Ordering more than one unit of a sealed product does not guarantee a factory-sealed case. Multiple units may ship or be packed as individual boxes or displays unless the listing is specifically for a sealed case.

If we send the wrong sealed product, or the item arrives damaged or with a broken seal that was not disclosed, contact us within 7 days of delivery or pickup, with photos of the product and packaging. We will replace the item or refund it, and you will not be charged a restocking fee.

Minor factory shrink-wrap issues — such as small tears, scuffs, or separations at the seams — that do not break the factory seal or affect the contents are not grounds for a refund or replacement.

We cannot accept returns of sealed TCG product that has been opened, or whose factory seal has been broken or tampered with after it left our care.

3. Sleeves, deck boxes, playmats, binders, and storage

Sleeves, deck boxes, playmats, binders, and storage may be returned within 30 days of delivery or pickup if they are unused, in the same condition as sold, in the original packaging, and with any factory seal intact. Returns are subject to a 20% restocking fee. You are responsible for return shipping unless we sent the wrong item or a defective item, in which case we will cover return shipping and will not charge the restocking fee.

We will deny a refund if the returned item is not in the condition in which it was sold.

4. Items that cannot be refunded (except where we are at fault)

• Goods marked as red-tagged, clearance, or as-is
• Goods that have been used, opened, or damaged after purchase
• Goods not returned in their original packaging
• Trading-card singles and sealed TCG collectibles, as described above
• Blind boxes and other randomized items, once they have been shipped or picked up, except where we sent the wrong item or the item arrived damaged as described in this policy

5. Pre-orders

Pre-order items are identified as “Pre-Order” on the product page. A listed release or ship date is an estimate from the publisher or distributor and may change. We will update you when we have a material delay.

Payment for pre-orders is charged at the time of the order.

You may cancel a pre-order before the official release date, subject to a 20% restocking fee. A delay in the official release date does not waive this restocking fee. Before the official release date, a pre-order may not be exchanged for a different pre-order product.

Once the official release date has passed, the pre-order is treated as a regular order of that product under this policy. Sealed trading-card product is final sale. Singles follow the singles policy. Sleeves, deck boxes, playmats, binders, and storage follow the 30-day return terms in section 3.

If we cannot supply the quantity you pre-ordered (for example, because of an allocation shortage), we will cancel the unavailable quantity and refund it. If we cancel a pre-order for our own reasons, we will refund you in full for that item and will not charge a restocking fee.

If an order contains both pre-order and in-stock items, we hold the entire order and ship or release it for pickup only when all items in that order are available. If you want in-stock items sooner, please place them on a separate order.

We will hold pre-order items for pickup for 60 days after we send the pickup-ready notice. We will send a reminder before that deadline. If the order is still uncollected after 60 days, we will cancel it and refund the merchandise as store credit, minus a 20% restocking fee.

6. Tournament and event tickets

A ticket purchased through Black Rose Hobbies is required to secure your spot. Cancellations incur a 10% fee. No-shows are not refunded. If we cancel an event entirely, we will refund the ticket in full (or offer a transfer to another date if you prefer and space allows).

Tickets must be used by the purchaser and are limited to one per customer unless the event listing says otherwise.

7. Price adjustments

Price adjustments are only available if the price of the same product, in the same condition, is lowered on our website on the same calendar day as your purchase (America/Toronto). We do not price-match other retailers or later reductions.

8. Damaged, missing, or incorrect items

Inspect your order when it arrives or when you pick it up. If something is damaged, missing, or incorrect, email info@blackrosehobbies.com within 7 days of delivery or pickup. Please include:

• Your order number
• Photos of the damaged or incorrect item
• Photos of the outer packaging and, if relevant, the inner packaging
• For shipped orders over $300 CAD, a continuous unboxing video that shows the sealed package and shipping label before the package is opened. We cannot process a damage or missing-item claim on a shipped order over $300 CAD without this video. For local pickup, please inspect the order with a staff member before you leave

Please keep all packaging and the items until we have responded. If the issue is our error or damage that occurred before the order reached you on a tracked shipment, we will replace or refund the affected items, subject to the claim requirements above. Minor factory shrink-wrap issues that do not break the seal or affect the contents are not a defect for the purpose of this section; see section 2.

9. Lost shipments and address errors

Claims for lost packages, and rules for incorrect or incomplete shipping addresses, are described in our Shipping policy. Untracked shipments are chosen at the buyer’s risk, and we do not refund those packages if they are lost or damaged in transit. If a tracked shipment is confirmed lost in transit, we will refund or replace the order, except where the loss, delay, or misdelivery was caused by an incorrect or incomplete address you provided.

10. Local pickup and uncollected orders

Choose local pickup at checkout and collect your order at our Toronto store after you receive a pickup-ready notice. Please bring government-issued photo identification that matches the name on the order or the cardholder. A photograph of your identification is not a substitute for the physical ID. For pickup orders of $500 CAD or more, and for first-time high-value orders, we may also ask you to present the payment card used for the purchase. If someone else is picking up for you, email us first with their full name.

We hold regular (non-pre-order) pickup orders for 30 days after the pickup-ready notice. If the order is still uncollected after 30 days, we will cancel it and refund the merchandise to the original payment method, minus any restocking fee that already applies under this policy. Pre-orders are held for 60 days and are handled as described in section 5.

11. How refunds are issued

Approved refunds are returned to the original payment method unless we agree to issue store credit instead, or this policy says the refund is issued as store credit. Shipping charges are only refunded when we are at fault (for example, we sent the wrong item, or a tracked package is confirmed lost for a reason other than an address error you provided).

Where a restocking fee applies under this policy, the fee is 20%. We do not deduct a separate credit-card processing fee from refunds.

If we cancel an order because of a pricing error, a quantity limit, suspected reselling abuse or fraud, or because we could not verify the order, we will refund the amounts you already paid for the cancelled items.

12. Store credit

Store credit is issued to a customer account and can be used on later purchases at blackrosehobbies.com or in store when you are signed in with the email address the credit was issued to. Store credit is not transferable, has no cash value, is not redeemable for cash except where the law requires it, and never expires. Guest checkout cannot apply store credit.

For how to apply credit at checkout, see the store credit question in our FAQ.

13. Payment disputes

You agree to contact us first at info@blackrosehobbies.com so we can try to resolve any issue with an order, a ticket, a shipment, or store credit. If you file a chargeback or payment dispute without contacting us first, we may ban you from future online orders, the buylist, and events. We may also pause fulfillment or pickup of related orders while a dispute is outstanding. This does not take away any dispute rights your payment provider or the law gives you.