Returns & Refunds

This Returns & Refunds Policy explains how returns, cancellations, refunds and product issues are handled for purchases made through packtheory.org.

This policy does not limit any mandatory consumer rights provided by applicable Greek or European Union law.

1. Right of Withdrawal

Consumers purchasing online have a statutory right of withdrawal.

The withdrawal period is 14 calendar days from the day on which you, or a third party designated by you, acquire physical possession of the goods.

The statutory right of withdrawal is subject to the exceptions provided by law.

2. How to Exercise Your Right of Withdrawal

To exercise the right of withdrawal, please inform PACK THEORY before the withdrawal period expires by email to info@packtheory.org.

Please include your full name, order number, the products you wish to return, the date of purchase and your delivery address.

You may use the Model Withdrawal Form at the end of this policy, but you are not obliged to; any clear statement by email is sufficient.

3. Returning Products

You must return the products without undue delay and no later than 14 days after informing us of your withdrawal.

Products should be returned securely packaged, with all included components, accessories and documentation.

You are responsible for taking reasonable care of products while they are in your possession.

4. Condition of Returned Products

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Products should therefore be handled carefully and returned in appropriate condition.

5. Sealed TCG Products and Opened Products

Many PACK THEORY products are sold as sealed Trading Card Game products. You may inspect the outer packaging of a product as you would in a shop.

Opening a sealed product (removing the shrink wrap, or opening a box, display, pack, tin or deck) goes beyond what is necessary to establish its nature and characteristics.

If you exercise your right of withdrawal after opening a sealed product, you are liable for the diminished value of the goods. Because opened randomised products can no longer be sold as sealed, this diminished value may amount to the full price of the opened item, and we may deduct it from your refund.

Opening a product does not create a right to a refund because of its random contents, rarity or market value. This does not affect your rights for defective, damaged or incorrect products.

6. Defective Products

If a product is defective, damaged or does not conform to the contract, please contact us at info@packtheory.org with your order number, product details, a description of the issue and photographs where appropriate.

PACK THEORY will assess the issue and provide the remedy required by law, which may include repair, replacement, price reduction or refund.

7. Legal Guarantee of Conformity

All products are covered by the statutory legal guarantee of conformity for two (2) years from delivery, in accordance with Greek and EU consumer law. If a product does not conform to the contract, you are entitled to repair or replacement or, where applicable, a price reduction or refund.

8. Incorrect Products

If you receive a product different from the product ordered, please contact us as soon as possible. We will arrange a replacement or refund.

Please keep the incorrect product and its packaging until we provide further instructions.

9. Damaged Products

If a product arrives damaged, please contact us promptly and, where possible, provide photographs of the external shipping package, the shipping labels, the internal packaging and the damaged product.

These photographs help us investigate the issue with the courier or supplier. Your statutory rights remain unaffected.

10. Missing Items

If an item appears to be missing from your order, contact info@packtheory.org with your order number and the missing item. We will investigate and provide the appropriate solution where an item was not supplied.

11. Pre-Order Cancellation

Pre-Orders are subject to our Pre-Order Policy.

Where a customer voluntarily requests cancellation of a Pre-Order outside any mandatory statutory consumer right, an 8% cancellation fee may be deducted from the refund.

The 8% fee does not apply where a mandatory statutory consumer right applies, where PACK THEORY cancels the Pre-Order, where PACK THEORY cannot fulfil the order, or where applying the fee would otherwise conflict with applicable law.

12. Cancellation Before Dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible. Where a statutory right applies, cancellation and withdrawal will be handled in accordance with applicable law.

13. Refunds

We will refund all payments received for the withdrawn products, including the standard delivery cost, within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

If you chose a delivery method more expensive than our cheapest standard option, we refund only the cost of the cheapest standard option.

Refunds are issued only after we have inspected the returned products. We record identifying details (such as batch codes and security seals) of products before dispatch. If the returned items are not the products we supplied, the return will be refused, no refund will be issued, and we may report the matter to the authorities.

Refunds are made using the original payment method, at no cost to you. Processing times of banks and payment providers are outside our control.

14. Return Shipping Costs

If you withdraw from your purchase, you bear the direct cost of returning the goods to us. If a product is defective, damaged before delivery or incorrect, we bear the return shipping costs.

15. Refunds for Unavailable Pre-Orders

If PACK THEORY cannot fulfil a Pre-Order due to allocation shortages, supplier failure, product cancellation or another circumstance preventing fulfilment, the full amount paid for the cancelled product will be refunded within 14 days. No cancellation fee will apply in such circumstances.

16. Products That Cannot Be Returned

Certain products may be excluded from the statutory right of withdrawal where a specific legal exception applies. Nothing in this policy creates additional exclusions beyond those permitted by law.

17. Contact Before Returning a Product

Please do not send products back without first contacting PACK THEORY. Include your order number in all communications regarding returns or refunds.

18. Consumer Rights

This policy does not affect any mandatory rights available to consumers under Greek or European Union legislation. Where applicable law provides stronger protection than this policy, the law prevails.

19. Changes to This Policy

PACK THEORY may update this policy from time to time. The current version will be published on the website with its Last Updated date.

20. Contact

PACK THEORY · Makedonias, Thesi Bourntzes, Keratea 19001, Greece · Email: info@packtheory.org · Telephone: +30 695 581 7940 · Website: packtheory.org · Instagram: @packtheory.tcg

21. Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract. You may also send the same information by email.)

To: PACK THEORY, Makedonias, Thesi Bourntzes, Keratea 19001, Greece · Email: info@packtheory.org

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ____________________

Ordered on (*) / received on (*): ____________________

Order number: ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is sent on paper): ____________________

Date: ____________________

(*) Delete as appropriate.