Refund policy
Returns & Refunds Policy
Last updated: April 28, 2026
─────────────────────────────────
IMPORTANT: Video Evidence Requirement
ALL customers are required to record a continuous, uninterrupted video of the entire unboxing process, beginning before the package is opened and ending after all contents have been fully inspected. This is mandatory and non-negotiable.
Failure to provide this video will result in automatic disqualification from any return, refund, exchange, or dispute claim, regardless of the circumstances. No exceptions will be made.
By completing a purchase with SORA Cardshop, you acknowledge and agree to this requirement.
14-Day Return Window
Return requests must be submitted within 14 days of the confirmed delivery date. Requests submitted after this period will not be accepted under any circumstances.
Pre-order items are not eligible for returns under this policy.
Return Eligibility
To be eligible for a return, all of the following conditions must be met:
• A continuous unboxing video must be provided (see above).
• The item must be in the same condition as received — unused, unworn, with all original tags attached, and in its original packaging.
• Proof of purchase (order confirmation or receipt) must be provided.
• The return request must be submitted within 14 days of delivery.
Failure to meet any of the above conditions will result in the return request being denied.
How to Request a Return
① Email team@sora-cardshop.com with your order number, reason for return, and your unboxing video.
② Our team will review your request and respond within 3–5 business days.
③ If approved, you will receive return instructions. Items must be shipped back within 5 business days of approval.
④ Items returned without prior written authorization will be refused and returned to sender at the customer's expense.
Refunds
Upon receiving and inspecting the returned item, we will notify you of the outcome within 5 business days.
If approved, a refund will be issued to your original payment method. Please note that the following will be deducted from the refund amount:
• Original outbound shipping fees
• Return shipping fees
• Any import duties or customs charges incurred during the return process
• Any restocking or handling fees, if applicable
Refunds will reflect only the item value minus the above deductions. Please allow additional time for your bank or credit card provider to process and post the refund.
Partial refunds may be issued at our discretion if the returned item is received in a condition worse than when it was shipped.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us at team@sora-cardshop.com immediately upon discovery.
Your claim must include:
• Your unboxing video (mandatory)
• Photographs of the item and packaging
• Your order number
We will cross-reference your claim against our internal dispatch records, including photographs and video documentation taken at the time of packing. If our records confirm that an error was made on our part, we will arrange a replacement shipment at no additional cost to you. If the evidence is inconclusive or contradicts your claim, we reserve the right to deny the request.
Card Condition & Grading Disclaimer
All card conditions are assessed and described to the best of our ability at the time of listing. Condition descriptions and photographs represent our honest evaluation and constitute the full extent of our warranty regarding card condition.
• Subjective disagreements regarding card condition (e.g., differences in grading opinion) do not constitute grounds for a return or refund.
• Graded cards (e.g., PSA, BGS, CGC slabs): Once a slab leaves our possession, we accept no responsibility for damage to the slab or its contents during transit or handling. Slab damage is not eligible for return or refund.
• Natural card characteristics such as print lines, print dots, or minor factory imperfections that do not affect playability are not considered defects.
Pack & Box Contents Disclaimer
For sealed booster packs, boxes, and any other sealed products, SORA Cardshop makes no representations or guarantees regarding the contents, pull rates, or specific cards included. Pack contents are determined entirely by the manufacturer.
The purchase of sealed product does not guarantee any specific cards, rarities, or monetary value. Dissatisfaction with pack contents does not constitute grounds for a return, refund, or dispute.
Non-Returnable Items
The following items are not eligible for return under any circumstances:
• Pre-order items
• Sealed booster packs, boxes, or sealed products that have been opened
• Perishable goods
• Custom or personalized items
• Personal care or hygiene products
• Hazardous materials, flammable liquids, or gases
• Sale items and gift cards
• Any item not in its original condition due to customer handling
If you are unsure whether your item qualifies for a return, please contact us before sending anything back.
Exchanges
We do not offer direct exchanges. To obtain a replacement item, please submit a return request for the original item (subject to approval) and place a new order separately.
Chargeback & Dispute Policy
SORA Cardshop maintains comprehensive records of all orders, including packing photographs, dispatch videos, tracking information, and customer communications. These records are retained and will be submitted as evidence in the event of any chargeback or payment dispute.
Initiating a chargeback without first contacting us and allowing us a reasonable opportunity to resolve the issue may be considered fraudulent misrepresentation. We reserve the right to report such cases to the relevant payment processor, platform, or legal authority.
We strongly encourage customers to contact us directly at team@sora-cardshop.com before initiating any dispute.
Fraudulent Claims & Account Termination
SORA Cardshop takes fraudulent return claims extremely seriously. Any customer found to have submitted a false, misleading, or manipulated claim — including but not limited to providing edited video footage, misrepresenting item condition, or filing duplicate claims — will be:
• Permanently banned from making future purchases with SORA Cardshop.
• Reported to the relevant payment processor or platform.
• Subject to legal action where applicable under Japanese law.
We reserve the right to refuse service to any customer at our sole discretion based on past claim history or suspicious activity.
Evidence Retention
SORA Cardshop retains the following records for all orders:
• Packing photographs of each item prior to dispatch
• Video documentation of the packing and dispatch process
• Tracking and carrier records
• All customer communications
These records are used to verify the condition and contents of all shipments and will be referenced in the event of any dispute, return request, or legal proceeding.
Contact
For all return and refund inquiries, please contact us at:
Email: team@sora-cardshop.com
Business Hours: Mon–Fri, 10:00–18:00 JST (excluding public holidays)
Please include your order number and unboxing video in all return-related communications.