Refund policy

Return & Refund Policy — Sakura Vault

Last updated: October 2026

At Sakura Vault, we want our customers to be satisfied with their purchases. This policy explains the conditions under which returns, exchanges and refunds may be requested.

1. Return Period

Customers may request a return within 14 calendar days of receiving their order.

This is a voluntary return policy offered by Sakura Vault for eligible products.

To request a return, please contact returns@sakuravault.ch within the 14-day period, providing your order number and the products you wish to return.

Once a return has been authorized, the products must be shipped back within 14 calendar days of authorization, unless otherwise agreed.

2. Return Eligibility

To qualify for a voluntary return, products must:

Be unused, unopened and in their original condition.
Include all original packaging, accessories and promotional items supplied with the product.
Have all manufacturer seals, shrink-wrap and security seals intact, where applicable.
Be free from damage, alterations or signs of use.
Be accompanied by proof of purchase.

Trading Card Game products, including Booster Boxes, Elite Trainer Boxes, Booster Packs, decks and other sealed collectibles, must remain factory-sealed and in their original condition.

Opening, removing or altering the original packaging or seals makes a product ineligible for a voluntary return.

Sakura Vault reserves the right to reject voluntary returns that do not meet these conditions.

These restrictions do not exclude applicable rights relating to defective, incorrect or otherwise non-conforming products.

3. Non-Returnable Products

The following products are excluded from voluntary returns:

Opened or unsealed Trading Card Game products.
Individual trading cards, unless expressly agreed otherwise.
Products showing signs of use, damage or alteration after delivery.
Gift cards and digital products, where applicable.
Products specifically marked as final sale or non-returnable before purchase.
Pre-order products, to the extent that cancellation or return is excluded under the applicable Pre-Order Policy and agreed terms.

Discounted products are not automatically excluded from returns unless explicitly marked as final sale before purchase.

These exclusions do not affect any mandatory rights or remedies under applicable Swiss law.

4. How to Request a Return

To initiate a return, please contact:

returns@sakuravault.ch

Include your order number, the products you wish to return and, where relevant, the reason for your request.

If the return is approved, we will provide instructions for returning the products.

Authorized returns must be sent to:

Sakura Vault
via Cappelletta 12
6533 Lumino
Switzerland

Please do not send products back without receiving return authorization.

5. Return Shipping Costs

For voluntary returns, return shipping costs are the responsibility of the customer, unless otherwise agreed.

Customers are responsible for appropriately packaging returned products to prevent damage during transportation.

We strongly recommend using a tracked shipping service and appropriate insurance for valuable products.

Sakura Vault is not responsible for loss or damage occurring during a customer-arranged voluntary return shipment, to the extent permitted by applicable law.

Original shipping charges are generally non-refundable for voluntary returns, unless otherwise agreed or required by applicable law.

Where a return is necessary due to an error by Sakura Vault or a defect for which Sakura Vault is responsible, reasonable return shipping costs will be covered by Sakura Vault.

6. Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If you receive a damaged, defective or incorrect product, contact support@sakuravault.ch without delay.

Please provide:

Your order number.
A description of the issue.
Clear photographs of the affected product.
Photographs of the shipping packaging, where relevant.

Keep the product and all original packaging until the issue has been reviewed.

Sakura Vault will assess the situation and, where appropriate, arrange a replacement, partial refund, full refund or another remedy consistent with the applicable contractual terms and Swiss law.

Customers should not return damaged or defective products before receiving instructions.

For damage occurring during shipment, please also refer to our Shipping Policy.

7. Exchanges

Direct exchanges are not normally offered for voluntary returns.

If you wish to purchase a different product, please request a return of the original eligible item and place a separate order.

Exchanges or replacements involving defective or incorrectly supplied products will be handled separately.

8. Pre-Orders

Pre-order products are subject to our separate Pre-Order Policy, including its provisions concerning release dates, availability, allocations and cancellations.

Where a pre-order product qualifies for a return after delivery, the applicable conditions of this Return & Refund Policy will also be considered.

Nothing in this section excludes rights that cannot lawfully be restricted.

9. Refund Processing

Once an authorized return has been received and inspected, Sakura Vault will notify the customer whether the refund has been approved.

Approved refunds will normally be issued to the original payment method within 10 business days after approval.

The time required for the funds to appear in the customer's account may vary depending on the payment provider or financial institution.

If more than 15 business days have passed since your refund was approved, please contact support@sakuravault.ch.

10. Applicable Law

This policy is governed by applicable Swiss law.

The voluntary return conditions described above are separate from any applicable statutory or contractual rights concerning defective or non-conforming products.

Nothing in this policy excludes or limits rights that cannot lawfully be excluded or restricted.