Refund & Returns Policy

At Untapped Potential (untappedpotentialtcg.co.za) we want you to be happy with your purchase. This policy explains how returns, exchanges and refunds work for MTG, Pokémon and other TCG singles, sealed product, board games and accessories.

Nothing in this policy takes away or limits any right you have under South African law, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). If anything below conflicts with those rights, your statutory rights apply.

1. Your three routes to a return

Depending on your situation, one of the following applies. You may use whichever fits — you do not have to argue your way into the right one, and if you are not sure, just contact us.

2. Changed your mind — the 7-day cooling-off right

Because you bought online, section 44 of ECTA lets you cancel for any reason, or none, within 7 days after you receive the goods, without penalty.

• Email us within that window with your order number and tell us you are cancelling. You do not need to give a reason.
• Send the goods back unused and in the condition you received them, including any packaging, accessories or promotional items that came with them.
• We refund the full purchase price plus the original delivery fee within 30 days of your cancellation.
• The only cost you carry is the direct cost of sending the goods back to us. Please use a trackable service.

What this right does not cover:

• Sealed product you have opened. Once a booster pack, box or blind box is opened it cannot be resold, so it falls under the ECTA section 42(2)(f) exception for goods that by their nature cannot be returned. Unopened sealed product is fully covered.
• Items made or personalised to your specification.
• In-store purchases. The cooling-off right applies to online transactions only; the law gives no equivalent right for buying over the counter. We will still help where we reasonably can, and your faulty-goods rights below apply either way.

Limited, collector and clearance items are covered by this right when bought online. We do not exclude any product category from it.

If you bought as a result of one of our marketing emails or messages, section 16 of the CPA gives you a separate right to cancel within 5 business days.

3. Wrong or damaged on arrival

If your order arrives damaged, incomplete or is not what you ordered, tell us within 7 days of delivery. Email us with:

• Your order number
• A description of the issue
• Photos of the item and packaging where you can

Photos genuinely help — they let us sort out the courier claim on our side and get your replacement moving faster — but they are not a condition of your refund. If we cannot replace the item, we refund you in full, including delivery costs in both directions.

Your parcel is at our risk until you accept delivery. If it is lost, stolen or damaged in transit, that is ours to resolve, not yours — you do not have to claim from the courier yourself.

4. Faulty or not as described — your 6-month right

Section 56 of the CPA gives you six months from delivery to return goods that are unsafe, defective, or not as described, and to choose whether you want a repair, a replacement or a refund. That choice is yours, not ours.

• Returns of defective goods are at our risk and expense — we cover the cost of getting them back to us.
• If we repair or replace something and the same problem comes back within three months, you can then choose a refund or a replacement.

Card condition is not a defect. Singles are sold in a stated condition (Near Mint, Lightly Played, and so on). Where we expressly described a card's condition and you agreed to buy it in that condition, that is what you bought — section 55(6) of the CPA. This does not affect you if a card arrives materially worse than described, damaged, or is the wrong card: that is covered by section 3 above.

5. How to start a return

1. Contact us with your order number and which of the three routes applies. If you are not sure, describe what happened and we will tell you.
2. We send instructions — the return address and, where we are covering the cost, how to send it back at our expense.
3. Send it back using a trackable service. Please keep your tracking number.
4. We inspect within 5 business days of receiving it.
5. We refund or replace — refunds within 7 business days of approval, and in any event within the 30 days that ECTA allows for a cooling-off cancellation.

6. Refunds

Refunds go back to the original payment method:

• Card and instant EFT (Stitch): refunded to the same card or account through Stitch. Once we have processed it, how long it takes to appear depends on your bank or card issuer.
• Manual EFT: refunded by EFT to the payer's bank account. We may verify the account holder's details to prevent fraud.
• Paid in store: refunded in store or by EFT, as you prefer.

The original delivery fee is refunded on a cooling-off cancellation and whenever the return is our fault (wrong, damaged or defective goods). It is not refunded where you have kept part of an order and are only returning some of it.

For singles, we verify that the returned card is the card we sent and that its condition matches the condition it was sold in.

7. Pre-orders and limited items

• Pre-orders: may be cancelled for a full refund at any time before dispatch. Once delivered, the routes in section 1 apply as normal.
• Limited and collector items: covered by all three routes above, the same as anything else.

Preorder Policy

By placing a preorder with us, you acknowledge and agree to the following:

• Preorder items are not in-hand and are not ready for immediate dispatch.
• Any release date, ETA, expected arrival date, or dispatch estimate is provided in good faith but is not guaranteed. These dates may change due to supplier allocation, production delays, shipping delays, customs processing, or distributor changes.
• A preorder reserves stock on a subject-to-allocation basis. Stock is only confirmed once it has been received by us from our supplier and processed into inventory.
• If our supplier short-ships, delays, changes, or cancels any item, we reserve the right to reduce quantities or cancel the affected portion of an order and issue a refund for any unavailable item(s).
• Orders containing both in-stock and preorder items may be held and shipped together once all items are available, unless otherwise stated by us.
• We will try to communicate major delays or material changes where reasonably possible.
• You may cancel a preorder for a full refund at any time before it is dispatched, at no charge.
• We reserve the right to cancel and refund any order affected by supplier withdrawal, stock allocation issues, or obvious pricing or listing errors.
• Nothing in this policy removes or limits any rights available to consumers under applicable South African law.

8. If we cannot agree

Please contact us first — we will acknowledge within 2 business days and aim to resolve within 15 business days. If we still cannot sort it out, you may refer the matter to the National Consumer Commission (thencc.org.za, 012 428 7000), a consumer court in your province, or a court of competent jurisdiction. See Section 23 of our Terms of Service.

9. Contact us

For any questions about this policy or to start a return: