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MOONROAD CARD STORE 退款及退貨政策

最後更新：2026 年 7 月 17 日

本政策適用於 MOONROAD CARD STORE 網上商店訂單。

1. 申報期限

如貨品有任何問題，顧客必須在貨品送達後 7 日內，透過 info@moonroadhk.com 聯絡我們，並提供訂單編號、問題說明及所需證明。逾期申請一般不獲受理，但適用法律另有規定者除外。

2. 未開封貨品

退貨申請只會在本店事先書面批准後處理。貨品必須：

  • 保持全新、未使用及可再次出售的狀態；
  • 原廠包裝、封條、膠膜或防拆貼完整，從未打開或破壞；
  • 連同所有原裝配件、贈品及包裝退回；及
  • 提供有效訂單或購買證明。

是否接受退貨須視乎貨品狀況及申請原因，並由本店按個別情況審核。

3. 已開封貨品及開箱影片要求

卡牌、Booster Box、Pack、收藏品或其他已打開、已拆封或封條受破壞的貨品，原則上不設退貨或退款。

如顧客聲稱收到錯誤、缺漏、明顯損壞或有實質問題的貨品，必須提供一段 連續、完整、未經剪接的開箱影片。影片必須：

  1. 由本店寄出、仍未打開的快遞外箱或包裹開始拍攝；
  2. 清楚顯示運單、訂單資料或可識別該訂單的資料；
  3. 全程拍攝外箱、商品包裝及封條的原有狀況；
  4. 連續拍攝整個開箱過程；及
  5. 清楚展示所申報的錯貨、缺漏、損壞或其他問題。

只提供貨品打開後的相片或影片、經剪接影片、影片中斷，或未能證明貨品由本店寄出及問題在開箱時已存在，可能不足以支持退貨或退款申請。本店亦可要求顧客提供額外相片、影片或其他資料。

因個人喜好、抽卡結果、卡牌內容或稀有度、未抽中指定卡牌，以及不影響貨品完整性或使用的輕微包裝痕跡，均不視為貨品問題。

4. 退貨運費

除適用法律另有規定或本店另有書面同意外，所有退貨運費、包裝費及相關費用均由顧客承擔，本店不會補回。原訂單的送貨費亦不設退款。未經本店書面批准，請勿自行寄回貨品；本店可拒收以到付方式寄回的包裹。

5. 審核及退款

本店收到申請及所需證明後，會按訂單資料、影片、貨品狀況及相關證據作出審核。如申請獲批准，顧客須按本店提供的指示退回貨品。貨品經檢查並確認符合條件後，本店會就獲批准的貨品安排退款；退款一般退回原付款方式，實際入帳時間視乎銀行或付款服務供應商而定。

獲批准退款將於完成貨品檢查後 7 日內由本店提交處理；銀行或付款服務供應商的實際入帳時間不受本店控制。

本店保留按個別情況、貨品狀況及所提供證據作出最終審核決定的權利，但本政策不排除或限制任何根據適用法律不可合法排除或限制的權利或補救。

6. 聯絡方法

退款及退貨申請請電郵至：info@moonroadhk.com

MOONROAD CARD STORE Refund and Return Policy

Last updated: 17 July 2026

This policy applies to orders placed through the MOONROAD CARD STORE online store.

1. Claim period

Customers must contact us at info@moonroadhk.com within 7 days after delivery and provide the order number, a description of the issue, and the required evidence. Late claims will generally not be accepted, except where applicable law provides otherwise.

2. Unopened products

Returns are processed only after prior written approval from us. The product must:

  • be new, unused, and in resalable condition;
  • have all original packaging, seals, shrink wrap, and tamper-evident labels intact and unopened;
  • be returned with all original accessories, gifts, and packaging; and
  • be accompanied by valid order or purchase proof.

Acceptance of a return depends on the product condition and reason for the request and will be assessed case by case.

3. Opened products and unboxing-video requirement

Trading cards, Booster Boxes, Packs, collectibles, and other products that have been opened, unsealed, or had their seal broken are generally not eligible for return or refund.

If a customer claims that an item was incorrect, incomplete, visibly damaged, or materially defective upon receipt, the customer must provide a continuous, complete, and unedited unboxing video. The video must:

  1. begin with the unopened courier carton or parcel sent by us;
  2. clearly show the shipping label, order details, or other information identifying the order;
  3. show the original condition of the outer carton, product packaging, and seals;
  4. continuously record the entire unboxing process; and
  5. clearly show the reported incorrect item, missing item, damage, or other issue.

Photos or videos taken only after the product has been opened, edited or interrupted footage, or evidence that does not show the parcel was sent by us and that the issue existed during unboxing may be insufficient to support a return or refund claim. We may request additional photos, videos, or information.

Personal preference, card pulls, card contents or rarity, failure to pull a particular card, and minor packaging marks that do not affect product integrity or use are not considered product defects.

4. Return shipping costs

Unless applicable law requires otherwise or we agree otherwise in writing, all return shipping, packaging, and related costs are borne by the customer and will not be reimbursed. Original delivery charges are also non-refundable. Do not return any item without our written approval. We may refuse parcels sent on a cash-on-delivery or freight-collect basis.

5. Assessment and refund

After receiving the claim and required evidence, we will assess the order information, video, product condition, and other relevant evidence. If a claim is approved, the customer must return the product according to our instructions. Once the returned product has been inspected and confirmed to meet the requirements, we will arrange a refund for the approved product. Refunds are generally made to the original payment method; the time required for the funds to appear depends on the bank or payment provider.

We will submit an approved refund for processing within 7 days after completing the product inspection; the actual posting time is controlled by the bank or payment provider.

We reserve the right to make the final assessment based on the circumstances, product condition, and evidence provided. Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded or limited under applicable law.

6. Contact

For refund and return requests, email: info@moonroadhk.com