Return & Refund Policy

Phygitals' policy on returns, refunds, and chargebacks for pack purchases, marketplace transactions, and other platform services.

Overview

Phygitals operates a digital collectibles platform where users purchase, trade, and manage digital representations of physical trading cards. Due to the nature of digital goods, blockchain-based transactions, and randomized pack openings, all purchases on the Phygitals platform are generally final and non-refundable unless otherwise specified in this policy.

This Return & Refund Policy explains the circumstances under which refunds may or may not be available, the process for requesting a refund, and your rights and obligations regarding returns.

Nothing in this policy limits your statutory rights under applicable consumer protection law. Where applicable law mandates a right of withdrawal or refund that cannot be waived by contract, those rights are preserved regardless of any other provision of this policy.

Pack Purchases

All purchases of digital packs are final and non-refundable. Once a pack has been purchased and opened, the transaction cannot be reversed. This applies to all pack tiers (at the applicable price points displayed on the platform) and all payment methods (credit card, wallet balance, hybrid payments, and voucher/promo codes).

You acknowledge that:

• Pack contents are determined by a randomized selection algorithm at the time of opening;

• The value of cards received may be more or less than the purchase price of the pack;

• Dissatisfaction with the randomized results of a pack opening is not grounds for a refund;

• The buyback system provides an optional liquidity mechanism but is not a refund - it is a separate, voluntary transaction.

Marketplace Transactions

All completed marketplace transactions are final and irreversible. When you purchase a card on the marketplace or accept an offer, the transaction is executed on the Solana blockchain. Due to the immutable nature of blockchain transactions, Phygitals has no technical ability to reverse completed marketplace purchases or sales.

• Buyers: Once you purchase a card, you own the corresponding cNFT. Buyer's remorse, market value fluctuations, or discovery that the card is less desirable than expected are not grounds for a refund.

• Sellers: Once your card is sold and the transaction is confirmed on-chain, the sale is final. You cannot reclaim a sold card.

If you believe a marketplace transaction involved fraud, misrepresentation, or a technical error, see the "Exceptions" section below.

Pack Party Entry Fees

Entry fees for Pack Parties are handled as follows:

• Completed Pack Parties: Once all slots are filled and card distribution occurs, entry fees are non-refundable. You acknowledge that card distribution is randomized and the value of the card you receive may differ from your entry fee.

• Expired or Cancelled Pack Parties: If a Pack Party expires before all slots are filled, or if the creator cancels the party before completion, all entry fees paid by participants are automatically refunded in full.

Pawn & Lending

Pawn transactions are lending arrangements, not purchases, and are not subject to refund requests. The terms of each pawn loan (principal, interest rate, repayment terms) are disclosed and agreed upon at the time of the transaction. See our Pawn / Lending Terms for complete details.

Exceptions - When Refunds May Be Available

Phygitals may, at its sole discretion, issue a refund or credit in the following limited circumstances:

• Gross negligence by Phygitals: If a refund-eligible event occurred as a direct result of gross negligence or willful misconduct by Phygitals (e.g., a verified platform error that caused incorrect charges, duplicate purchases processed due to a system failure, or failure to deliver purchased digital assets due to a platform malfunction);

• Fraudulent or counterfeit cards: If a card purchased on the platform, whether through a pack opening or marketplace transaction, is determined to be fraudulent, counterfeit, or materially misrepresented (e.g., a card listed as PSA 10 that is verified to be a forgery or incorrectly graded through no fault of the seller). Phygitals will investigate all claims of fraudulent cards and may require submission of evidence;

• Unauthorized transactions: If your account was compromised and unauthorized purchases were made, and you can demonstrate that you did not authorize the transactions and that the compromise was not due to your own negligence in safeguarding your credentials;

• Regulatory requirement: Where applicable law mandates a right of withdrawal or refund that cannot be waived (such as certain EU consumer protection regulations for purchases made by mistake before digital content delivery has begun).

Refunds are not available for:

• Dissatisfaction with pack opening results (randomized outcomes);

• Market value fluctuations of cards or digital assets;

• Changes in personal circumstances or buyer's remorse;

• Failure to understand the terms of a transaction before completing it;

• Account suspension or termination resulting from your violation of the Terms of Service.

Refund Process

If you believe you are eligible for a refund under the exceptions listed above, you must submit a refund request within thirty (30) days of the transaction date. This 30-day window applies to direct platform purchases (such as pack purchases). For marketplace transactions, please refer to our Marketplace Guidelines for the applicable dispute timeframe.

To request a refund:

1. Email us at [email protected] with the subject line "Refund Request";

2. Include your account email or username, the transaction date and amount, a description of the issue, and any supporting evidence (screenshots, transaction IDs, etc.);

3. Response time: We will acknowledge your request within 5 business days and aim to resolve refund requests within 30 business days.

If a refund is approved, it will be processed via the original payment method where possible. For transactions originally paid via credit card, the refund will be returned to the same card. For wallet-based transactions, the refund will be credited as USDC to your Phygitals wallet. Processing times may vary depending on payment providers.

Chargebacks

Filing a chargeback or payment dispute with your bank or credit card company without first attempting to resolve the issue through our refund process may result in:

• Account suspension or termination: Your Phygitals account may be immediately suspended pending investigation;

• Asset freeze: Digital assets in your wallet may be frozen during the chargeback investigation;

• Loss of platform access: Repeated or frivolous chargebacks may result in permanent account termination;

• Collections: If a chargeback is filed for a legitimate transaction, Phygitals reserves the right to pursue collection of the owed amount through appropriate legal channels.

We strongly encourage you to contact us at [email protected] before initiating any chargeback, as we can often resolve issues faster through our internal process.

Contact

For refund inquiries or to submit a refund request, contact us:

• Support: [email protected]

• Legal: [email protected]