Refund policy

Last updated: 26/09/2026

1. Scope

This Policy applies to consumer purchases made through emeraldvaultcomics@gmail.com , operated by Ngala Lda , trading as Emerald Vault Comics.

It applies to comics, trading cards, graphic novels, graded items, collecting supplies and other physical collectables unless a mandatory legal rule provides greater consumer protection.

Nothing in this Policy limits mandatory rights under Portuguese or European Union consumer law.

2. Cancelling an order before dispatch

Customers should contactemeraldvaultcomics@gmail.com  as soon as possible if they wish to cancel an order.

Where cancellation is received before dispatch, we will normally cancel the order and return the applicable payment.

Once an order has been dispatched, the customer may need to use the statutory withdrawal process described below.

3. Fourteen-day right of withdrawal

Consumers purchasing online generally have 14 days from receipt of the goods to withdraw from the contract without providing a reason. [europa.eu], [commission.europa.eu]

For orders containing multiple goods delivered separately, the applicable period may run from receipt of the final item.

To exercise this right, the customer must send a clear statement before the deadline to:

Email: Emeraldvaultcomics@gmail.com
Address: Praceta da Harmonia 62 RC DTO Sao Domingos da Rana 2785-780, Portugal

The customer may use the model withdrawal form at the end of this Policy, but its use is not compulsory.

4. Returning an order after withdrawal

After notifying us of withdrawal, the customer must return the goods without undue delay and within the legally applicable return period.

Unless the goods are faulty, incorrectly supplied or damaged before delivery:

• The customer bears the direct return cost
• Tracked and suitably insured delivery is strongly recommended
• The customer remains responsible for adequately protecting the goods in transit
• We cannot reimburse damage caused by inadequate return packaging

Customers must be informed in advance when they are expected to bear withdrawal return costs. Otherwise, the trader may become responsible for those costs. [europa.eu]

Returns should include the order number and customer contact details.

5. Condition of returned collectables

Consumers may inspect goods to establish their nature, characteristics and functioning in a manner comparable to reasonable inspection in a physical shop.

Customers may be responsible for a genuine reduction in value caused by handling beyond what is necessary for that inspection.

For collectibles, value may be affected by:

• Removing comics from protective packaging unnecessarily
• Bending, creasing, marking or reading damage
• Breaking a graded-item case
• Removing certification labels
• Opening sealed trading-card products
• Opening booster packs
• Damaging manufacturer packaging
• Removing included components
• Exposing products to smoke, moisture, odours or contaminants

Opening packaging does not automatically eliminate the statutory withdrawal right. Any reduction must reflect an actual, supportable loss of value rather than an automatic restocking fee.

6. Sealed trading-card and collectible products

Sealed trading-card products, mystery products and collectible packaging can lose commercial value when opened.

We will assess any return under applicable consumer law. We will not claim that opening ordinary collectible packaging automatically removes a statutory right unless a specific legal exception genuinely applies.

Opened booster packs and individually revealed randomised contents cannot generally be restored to their original sealed condition. Obtain Portuguese legal advice before applying exclusions to mystery or randomised products.

7. Refund amount and timing

Following a valid withdrawal, we will reimburse:

• The purchase price
• The price of our least expensive standard outbound delivery method, where legally required

We do not have to refund the additional cost where the customer deliberately selected a more expensive delivery method than the least expensive standard option.

Refunds will be made using the original payment method unless otherwise agreed.

We may withhold reimbursement until:

• We receive the returned goods, or
• The customer provides evidence that the goods have been sent back,

whichever occurs first.

8. Faulty, damaged or incorrect goods

Customers should contact us promptly if an order:

• Arrives damaged
• Is faulty
• Is materially different from its description
• Contains the wrong product
• Is missing an item

Please provide:

• The order number
• A description of the problem
• Photographs of the outer parcel
• Photographs of the protective packaging
• Clear photographs of the affected product
• The delivery label where relevant

This evidence helps us investigate the matter with the tracked-delivery provider. It does not remove mandatory consumer rights.

Where goods are defective, the trader is responsible for applicable return costs. [europa.eu]

Depending on the circumstances and applicable law, remedies may include repair, replacement, price reduction or refund. EU consumer rules provide a minimum legal guarantee for goods and remedies where goods are faulty or not as advertised. [consilium.europa.eu]

9. Pre-owned and individually graded items

Pre-owned comics, cards and collectibles may show condition characteristics specifically disclosed through:

• Product descriptions
• Condition grades
• Photographs
• Grading-company information
• Certification numbers
• Notes about defects

A clearly disclosed characteristic is not automatically a defect.

However, descriptions and photographs do not remove mandatory rights where the supplied item does not conform to the contract.

For listings marked“exact item shown”, the customer should receive the specific photographed item.

Third-party grades represent the opinion of the identified grading organisation. Emerald Vault Comics does not independently guarantee that another grader would award the same grade.

10. Delivery damage

Customers should retain all packaging until the matter is resolved.

Where possible, visible parcel damage should be recorded upon delivery. Failure to do so does not automatically remove statutory rights, but photographs and retained packaging may be necessary for the carrier investigation.

11. Lost or delayed tracked deliveries

All Emerald Vault Comics orders are sent using a tracked service.

If tracking shows an unusual delay or possible loss, customers should contact us at[SUPPORT EMAIL].

We will investigate with the carrier. A parcel will not be treated as permanently lost solely because of a short tracking delay.

Where loss is confirmed, we will provide the remedy required by applicable law.

12. Incorrect or incomplete addresses

Customers are responsible for supplying a complete and accurate delivery address.

If an order is returned because the customer supplied an incorrect address, refused delivery or failed to collect it, we may deduct lawful, documented costs from any refund where legislation permits.

If the mistake was ours, we will bear the appropriate correction and redelivery costs.

13. Return shipping responsibility

For a standard change-of-mind withdrawal:

• The customer pays direct return postage
• The customer should obtain proof of posting
• Tracked delivery is recommended
• Customs documentation must be completed accurately for returns from outside the EU

For faulty, damaged or incorrectly supplied goods, we will provide instructions before return and bear costs where legally required.

Customers should not return products cash-on-delivery without prior agreement.

14. Exchanges

We may offer an exchange where stock is available, but customers are not required to accept an exchange instead of a legally available remedy.

Limited, graded and one-of-a-kind products may not have an identical replacement available.

15. Promotional items and bundles

Where a free product or discount depended on the original order value, the customer must also return the promotional item or accept an appropriate lawful adjustment to the refund.

For bundles, a partial return may affect a bundle discount. Any adjustment will be explained and will not restrict mandatory rights.

16. Business purchases

The statutory consumer withdrawal rights described above apply to qualifying consumers.

Purchases made wholly within a trade, business or professional activity may be subject to separate terms and may not benefit from consumer withdrawal provisions.

17. Complaints

Complaints can be submitted through:

• Email: Emeraldvaultcomics@gmail.com
  
• Portuguese Electronic Complaints Book: [LIVRO DE RECLAMAÇÕES LINK]

The Portuguese complaints-book framework includes electronic and physical formats and is governed by Decree-Law No. 156/2005, as amended. [livroreclamacoes.pt]