Refund Policy — The Collectibles Marketplace

Last updated: March 2026

At Vaultr, every purchase results in the delivery of a real, physical, graded Pokemon card. Please review this policy carefully before making a purchase.

1. Mystery Pack Purchases

All mystery pack purchases are final sales. Because each pack contains a real, physical graded card that is assigned to you upon opening, mystery packs cannot be returned or refunded. When you purchase and open a mystery pack, you receive a tangible product (a graded Pokemon card) that is immediately added to your vault. This is a completed sale of goods.

You always receive a card of real market value. The odds of receiving each card or card tier are disclosed on the pack page before purchase.

2. Buyback Program (90% Store Credit)

Vaultr offers an optional buyback on cards you own. Key details:

Buyback is offered at 90% of the card's current market value, issued as store credit
Buyback is available at the time of pack opening and may also be requested later from your vault, subject to current market values at the time of the request
The buyback is a voluntary exchange of your card for store credit. It is not a refund of your original purchase
Once accepted, the buyback is final. The card is returned to Vaultr's inventory and store credit is applied to your account
Store credit is non-transferable, non-refundable, and has no cash redemption value
Store credit does not expire and can be used toward any purchase on Vaultr

3. Card Redemption & Physical Shipping

You may redeem any card stored in your vault for physical delivery at any time.

Shipping costs are calculated at checkout based on your destination and selected shipping method
Cards are carefully packaged in protective materials appropriate for graded cards
Once a card has been shipped, it cannot be returned to the vault
Shipping times vary by destination and carrier. Vaultr is not responsible for carrier delays
Risk of loss transfers to you upon delivery to the shipping carrier

4. Damaged or Incorrect Cards

While cards are securely stored and professionally packaged for shipping, issues may occasionally arise:

Damaged during shipping: If your card arrives damaged during delivery, contact us within 7 days of receipt with clear photographs of the damage and packaging. We will provide a replacement card of equivalent value or a full refund of the card's value, at our discretion.
Incorrect card: If the physical card you receive does not match the card shown in your vault (wrong card, wrong grade), contact us within 7 days of receipt. We will send the correct card or issue a full refund.
Pre-existing condition issues: If you believe a card in your vault has an incorrect grade or description, contact us before requesting redemption so we can investigate and resolve the issue.

To report any issue, email [email protected] with your order number and supporting photographs.

5. Marketplace Disputes

For cards purchased through the Vaultr marketplace (user-to-user sales):

Marketplace sales are facilitated by Vaultr, which handles custody transfer within the vault
If a marketplace purchase does not match its listing description, contact us within 7 days of the transaction
Vaultr will investigate the dispute and may reverse the transaction if the listing was materially inaccurate
Vaultr's decision on marketplace disputes is final
Users who repeatedly post inaccurate listings may have their marketplace privileges suspended

6. Chargebacks

Because every mystery pack purchase results in the delivery of a physical product (a graded card added to your vault), filing a chargeback with your payment provider for a completed pack purchase is considered a breach of these terms. If you have a concern about a transaction, please contact us at [email protected] first so we can resolve the issue directly.

7. Refund Processing

Where a refund is approved (damaged cards, incorrect items), it will be processed within 5-10 business days back to your original payment method. You will receive an email confirmation when the refund is issued.

8. Contact

For any questions about this Refund Policy or to report an issue, contact us at [email protected] with your order number and a description of the issue.