Refund policy

1. Final Sale Policy & In-Store Swap Exception

All sales made through Prestige Games—including online orders, in-store purchases, and preorders are strictly final. We do not accept order cancellations, returns, exchanges, or refund requests under any circumstances.

Once an order is submitted online or an item leaves our retail counter, retail premises, or shipping facility, it cannot be cancelled, returned or refunded. This absolute final sale policy applies to all products without exception (including card singles, booster packs, sealed boxes, preordered items, and accessories). Placing an order represents a committed allocation and an agreement to these terms.

Any exception to this policy is granted solely at the discretion of Prestige Games. In the rare event an exception is authorized, Prestige Games reserves the right to issue compensation exclusively as store credit or deduct applicable payment processing and administrative merchant fees.

Immediate On-Premises Swap Exception

As a strict, conditional exception, management may grant store credit or an immediate swap for select factory-sealed non-trading card items (such as board games or supplies), provided that:

  • The swap is requested immediately at the register with the original receipt.

  • The transaction occurs entirely on the premises before leaving the store.

  • The item never left the direct sight of staff and the factory shrink wrap remains completely intact.

2. Strict 48 Hour Verification Window for Shipping Claims

For online orders, any claim regarding a defective product, an incorrect item shipment, or damage sustained during transit must be reported to us via email at brian@prestigegames.ca within 48 hours of the delivery timestamp provided by the shipping carrier. This 48-hour window establishes the mandatory inspection period. Any claims submitted after this 48-hour period will be considered void, as the store cannot verify the handling and storage conditions of the collectible items once they have been in your possession.

3. Mandatory Unboxing Video Verification Protocol

To combat mail fraud, product swapping, and online checkout tampering, Prestige Games enforces a strict internal verification protocol for all online shipment claims. To qualify for a store investigation regarding a damaged, incorrect, or missing item, you must provide a single, continuous, and completely unedited video of the package being unboxed.

This video must clearly display:

  1. The unopened exterior shipping box and the legible details on the carrier shipping label.
  2. The physical breaking of the shipping box tape.
  3. The immediate removal and detailed close-up inspection of each item from the package.

The absence of a clear, unedited unboxing video means our fraud prevention team cannot independently validate the discrepancy against our secure video packing logs and carrier weight receipts. Consequently, claims submitted without this mandatory video proof will be rejected by our store. This verification step is strictly enforced to protect the integrity of our inventory and serves as formal evidence for payment network dispute resolution. 

4. Statutory Exceptions under Ontario Law

In accordance with the Ontario Consumer Protection Act and provincial regulations, our final sale policy does not override your statutory rights regarding merchantable quality and delivery. We will process a remedy exclusively under the following legally mandated conditions:
Genuinely Defective Items: If an item is fundamentally defective or does not match its advertised description at the time of purchase, we will honour our legal obligations. For individual card singles, buyers are encouraged to inspect items at the counter or within our 48-hour shipping window. For factory packaging defects inside sealed boxes, such as missing cards in a wrapped pack, manufacturers handle their own quality-control replacements, but our team will provide the necessary publisher contact protocols.
Delayed Delivery Cancellation: If an online order is not shipped or delivered within 30 days of the promised delivery date, consumers retain the right under Ontario law to cancel the order for a full refund before accepting late delivery.

5. Online Cancellations and Allocation Policies

Because trading card pre-orders and singles are secured based on manufacturer allocations and immediate market conditions, online checkouts are processed instantly. Once an order is submitted, the transaction is final and cannot be cancelled or altered by the customer. In the rare event that a distributor cuts our store allocation and we are physically unable to supply your pre-ordered item, an immediate full refund will be processed to your original payment method.

6. Contact Us

To submit a verified shipping claim, including your mandatory unboxing video, or for questions regarding our policy, please contact us at:

Prestige Games
177 Main St. Unionville, Floor 2, Markham, ON L3R 2G8
Email: support@prestigegames.ca
Tel: 647-854-2068