Refund policy

Right of withdrawal / Returns

Customers may cancel their order or register a return within 30 days of delivery of the last item in the order.

The goods must be returned complete, unused and, where possible, in their original, undamaged packaging. For sealed collectible products such as booster packs, displays, boxes, trading card products or similar items, the original seal must be undamaged for a full refund to be possible.

If a product has been opened, unsealed, used or damaged, or if the original packaging is no longer fully intact, we will assess the return on a case-by-case basis. In such cases, the return may be refused or a reasonable loss in value may be deducted from the refund, where legally permissible.

The customer bears the return shipping costs unless otherwise agreed in writing or the fault lies with Dragenz TCG by Cicchino.

Once the return has been received and inspected, the refund will be issued via the payment method originally used. For EU orders, refunds will be processed in accordance with the applicable statutory requirements.

Cancellations and Pre-orders

For regularly available in-stock items, a cancellation may be requested as long as the order has not yet been processed or shipped. However, outside mandatory statutory rights of withdrawal, there is no entitlement to cancellation.

Pre-orders are generally binding, as the goods are reserved, definitively ordered or prepaid from the supplier based on the customer’s order.

For customers residing outside the European Union, cancellation of an already bindingly placed pre-order is possible only as a goodwill gesture and by prior agreement. A goodwill solution may include a full or partial refund, as well as a full or partial credit issued as store credit.

If Dragenz TCG by Cicchino is unable to deliver a pre-order, the amount already paid will be fully refunded via the payment method originally used.

Mandatory statutory rights of withdrawal and consumer rights, particularly for customers residing in the European Union, remain unaffected.

Transport damage, incorrect deliveries or defective items must be reported by email as soon as possible after receipt. Please attach meaningful photos to your message so that we can review the case.