Returns and Refunds
Your satisfaction is our priority
π Returns within 14 days
After receiving an item, you have 14 days to request a return.
π Return Conditions
To be eligible for a return, the item must:
- β Be in the same condition as you received it
- β Not having been worn or used
- β Have all the cards
- β Be contained in the original packaging
- β Be accompanied by a receipt or proof of purchase
π§ How to Request a Return
To initiate a return, contact us by email at: onytcg.it@gmail.com
Return shipping address:
VIA VALLARSA 2c
19123 LA SPEZIA β ITALY
β οΈ Important: If your return is accepted, we'll send you a shipping label and instructions. Items sent without an approved return request will not be accepted.
π International Returns and Customs Duties
For orders shipped outside of Italy, special conditions apply:
π« Package Refusal and Non-Payment of Duties
If the customer refuses the package or does not pay the required customs duties:
- β The package will be returned to the sender or, in some cases, destroyed by customs authorities
- π° No refund will be issued for the order
- π¦ Original shipping charges and customs fees are non-refundable
- β οΈ The customer is responsible for all costs associated with refusing the package
πΊπΈ Orders to the USA and non-EU countries
Specific conditions:
- ποΈ Customs duties and import taxes are always the responsibility of the customer
- π Customer must accept and pay all customs charges upon delivery
- π« In case of refusal or non-payment, the package may be destroyed by the customs authorities of the destination country.
- πΈ OnyTCG is not responsible for packages destroyed due to non-payment of duties
- β©οΈ If the package is returned to the sender, the return shipping costs will be deducted from the refund
β οΈ ATTENTION - Important
Before ordering to non-EU countries:
- Check your country's customs regulations
- Find out about applicable import costs
- Please make sure you are prepared to pay any duties upon delivery.
- Refusal of the package will result in the total loss of the amount paid.
π οΈ Damages and Problems
Inspect your order upon receipt. Contact us immediately if:
This way we can assess the problem and resolve it promptly.
π« Exceptions / Non-Returnable Items
We do not accept returns of:
- π Perishable goods (e.g., food, flowers, plants)
- βοΈ Custom or personalized products
- π Personal care items (e.g. beauty products)
- β οΈ Hazardous materials, flammable liquids or gases
- π·οΈ Promotional items or gift vouchers
π‘ Tip: If you have any questions about a specific item, please contact us before ordering.
π Substitutions
The fastest way to get what you want is:
- Return the item received
- Once the return is accepted, purchase the new item separately
πͺπΊ 14-Day Cooling Off Period (EU)
If the goods are shipped within the European Union, you have the right to cancel or return the order within 14 days , for any reason and without having to provide justification.
The conditions for returns remain the same:
- β Item in perfect condition, not worn or used
- β Cards present
- β Original packaging
- β Receipt or proof of purchase
π³ Refunds
Once your return is received and inspected, we'll notify you of refund approval. If approved, you'll receive your refund within 10 business days via your original payment method.
β οΈ Important note: It may take a few days for your bank or card issuer to process and post your refund.
If more than 15 business days have passed since your return was approved, please contact us at onytcg.it@gmail.com .
πΈ Refunds for International Orders
- If the package is returned to the sender, the return shipping costs will be deducted from the refund.
- If the package is destroyed by customs authorities due to non-payment of duties, no refund will be issued.
- Original shipping charges are never refundable for refused international orders.
β Frequently Asked Questions - Returns Italy
π How long do I have to return a product?
You have 14 days from receipt of the item to request a return. The product must be in the same condition in which you received it.
π¦ How can I return a product?
Contact us by email at onytcg.it@gmail.com. If your return is approved, we'll send you a shipping label and detailed instructions.
π° When will I receive my refund?
Once your return is approved, you'll receive a refund within 10 business days via your original payment method. It may take a few additional days for your bank to process the refund.
π§ Who pays the return shipping costs to Italy?
Return shipping costs are the customer's responsibility. If the return is approved, we will provide you with a shipping label with return instructions.
π« Which products cannot be returned?
We do not accept returns on perishable goods, personalized products, personal care items, hazardous materials, promotional items, or gift cards.
π What conditions must the product meet for return?
The product must be intact, unused, with all tags in place, in its original packaging, and accompanied by the receipt or proof of purchase.
π₯ What do I do if I receive a damaged product?
Contact us immediately at onytcg.it@gmail.com with photos of the damage. We'll assess the problem and arrange for a replacement or refund.
π Can I exchange a product instead of receiving a refund?
The quickest way is to return the item you received and, once the return is approved, purchase the new item you want separately.
β° Can I return a product without contacting you first?
No, you must always contact us by email first. Items sent without an approved return request will not be accepted.
π Frequently Asked Questions - International Returns
πͺπΊ What are the differences between Italian and EU returns?
Returns Italy:
- β Standard return procedure within 14 days
- β No customs duties
- β Return shipping costs are paid by the customer
- β Full product refund
Returns European Union:
- β Same right of return within 14 days
- β No customs duties (single market)
- β Return shipping costs are paid by the customer
- β Applicable EU right of withdrawal
- β Full product refund
πΊπΈ What are the differences between EU returns and non-EU (USA) returns?
Returns European Union:
- β No customs duties
- β Simplified procedure
- β Full refund guaranteed if the return is approved
Returns from outside the EU (USA and other countries):
- β οΈ Customs duties are ALWAYS paid by the customer
- β οΈ If you refuse the package or do not pay the duties, it can be DESTROYED
- β οΈ No refund if the package is destroyed
- β οΈ Return shipping costs deducted from your refund
- β οΈ Original shipping costs are NOT refundable
π What happens if I refuse an international package or don't pay duties?
If you refuse the package or fail to pay customs duties, it will be returned to the sender or destroyed by customs authorities . In this case , no refund will be issued and you will lose the full amount paid. This applies to all non-EU orders.
π° Do I have to pay customs duties for international orders?
EU Orders: NO, there are no customs duties within the European Union.
Non-EU orders (USA, UK, Switzerland, etc.): YES, customs duties and import taxes are always the customer's responsibility. You must accept and pay all customs fees upon delivery, otherwise the package may be destroyed.
π¦ How does refund work for international returns?
EU Returns: Full product refund within 10 working days (return shipping costs to be paid by the customer).
Non-EU Returns:
- If the package is returned: refund of the product MINUS the shipping costs
- If the package is destroyed: NO refund
- Original shipping costs are NOT refundable
πͺπΊ Do I have special rights if I live in the EU?
Yes, if the goods are shipped within the European Union, you have a 14-day cooling-off period to cancel or return your order for any reason, without having to provide a reason. This right does NOT apply to orders outside the EU.
β οΈ What do I need to know BEFORE ordering to non-EU countries?
Before ordering to the USA, UK, Switzerland or other non-EU countries:
- β Check your country's customs regulations
- β Find out about applicable import costs
- β Please make sure you are prepared to pay any duties upon delivery.
- β οΈ Refusing the package will result in the total loss of the amount paid.
- β οΈ Failure to pay duties may result in the destruction of the package
π§ Who pays the shipping costs for international returns?
EU Returns: Return shipping costs are the responsibility of the customer.
Returns outside the EU: Return shipping costs are the responsibility of the customer. Furthermore, if the package is returned to the sender, the return shipping costs will be deducted from the refund.
β° Are refund times different for international orders?
Refund times are the same: 10 business days from the return approval. However, for non-EU orders, the refund process may take longer due to customs procedures and package reshipment.
π Customer Support
For information, clarifications, or assistance regarding returns and refunds, our customer service is available at the following numbers:
Email: onytcg.it@gmail.com
Contact Form: Contact Form
Last updated: November 2025
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