Return & Complaint Policy

Effective Date: October 31, 2025
Operator: Capay Metteer SE
Company ID: 027 59 993
Registered Office: Vítkova 286/5, Karlín, 186 00 Prague 8, Czech Republic
Registered with: the Municipal Court in Prague, File No. H 1365
Email: info@topdecktcg.eu
Website: www.topdecktcg.eu

1. Introduction

This Return & Complaint Policy governs the procedure and conditions for asserting rights arising from defective performance (complaints) concerning Goods purchased through the online store TopdeckTCG, operated by Capay Metteer SE (hereinafter referred to as the “Seller”).

This Policy forms an integral part of the Terms and Conditions of Sale and applies to all contractual relationships concluded between the Seller and the consumer (hereinafter referred to as the “Customer”).

The Customer is obliged to read this Policy and the Terms and Conditions before placing an order.
By submitting an order, the Customer confirms that they have read, understood, and agreed to these rules.

2. Liability for Defects

The Seller shall be liable to the Customer for ensuring that the Goods are free from defects upon receipt, as required by Section 2161 of Act No. 89/2012 Coll., the Civil Code (zákon č. 89/2012 Sb., občanský zákoník).
The Seller, in particular, warrants that:

• the Goods correspond to the description and have the characteristics agreed upon by the parties,
• the Goods are fit for the purpose stated by the Seller,
• the Goods comply with the applicable legal requirements of the Czech Republic.

3. Rights Arising from Defective Performance

The Customer’s rights and obligations are governed by Sections 2165–2174 of the Civil Code (§ 2165 až 2174 občanského zákoníku).

The Customer may assert a claim for defects that appear within 24 months from the date of receipt of the Goods.

The right to claim a defect does not apply:

• to Goods sold at a discounted price due to a specific defect,
• to wear and tear caused by normal use,
• to used Goods with defects proportional to their degree of prior use,
• to defects caused by improper handling, use, or storage,
• if the Customer knew about the defect before purchasing the Goods.

Minor cosmetic imperfections on packaging (especially for collectible items) are not considered defects.

4. Filing a Complaint

The Customer may file a complaint as follows:

• by email to info@topdecktcg.eu, or
• in writing by sending the Goods to the Seller’s address:
  Capay Metteer SE, Vítkova 286/5, 186 00 Prague 8 – Karlín,
  marked “COMPLAINT”.

The Customer must include:

• full name, address, and contact details (email, phone number),
• order number or invoice number,
• a description of the defect and preferred resolution (repair, replacement, refund, or discount),
• proof of purchase (invoice or order confirmation).

Returned Goods must be complete, clean, properly packaged, and free of contamination.

5. Complaint Handling Procedure

The Seller shall acknowledge receipt of the complaint without undue delay and decide on its admissibility within 3 business days.
The complaint shall be resolved within 30 calendar days of receipt, unless the Seller and Customer agree otherwise.

The Customer will be informed of the outcome via email.
If the complaint is found justified, the Seller shall bear all related costs.
If the complaint is unjustified, the Customer shall bear the cost of return shipping.

6. Resolution of Complaints

In the case of a justified complaint, the Customer is entitled to:

• free repair of the defect,
• replacement of the Goods,
• an appropriate discount on the purchase price, or
• withdrawal from the Contract and a refund.

The method of resolution shall be determined by the Seller with respect to the nature of the defect and the Customer’s rights under the law.

7. Special Provisions for Collectible Products

For collectible items, including individual cards, boosters, booster boxes, and sealed products, the following rules apply:

• minor wear to packaging (e.g., small scratches, scuffs, or bent corners) is not grounds for complaint, if the contents are unaffected,
• complaints cannot be made for opened, unsealed, or tampered products,
• for vintage or limited-edition products, reasonable packaging wear is considered normal aging.

8. Costs and Compensation

If a complaint is recognized as justified, the Customer is entitled to reimbursement of reasonable expenses incurred in connection with submitting the complaint (e.g., postage).
The Customer must claim this reimbursement within one (1) month after the complaint has been resolved.

9. Final Provisions

This Return & Complaint Policy forms an integral part of the Terms and Conditions of Sale.
The Seller reserves the right to amend this Policy at any time.
The current version is always available on the Seller’s website www.topdecktcg.eu.

This Policy enters into force and effect on October 31, 2025.