Terms and conditions

Chroma, we, us:

Chroma TCG, the trader named in article 2.

Consumer:

a natural person who is not acting for their trade, business or profession.

Customer, you:

anyone who orders or buys from us, or sells to us.

Order:

a purchase of one or more products that you place through the website.

Distance contract:

a sale concluded without us and you being in the same place at the same time — through the website, email, chat or WhatsApp.

Withdrawal period:

the period in which a consumer can use the right of withdrawal.

Right of withdrawal:

a consumer's right to cancel a distance contract within the withdrawal period.

Graded card:

a card assessed by a grading company such as PSA or BGS and sealed in a holder (slab) with a grade and a certificate number.

Sealed product:

a product in its original, unopened factory packaging.

Day:

calendar day. A working day is Monday to Friday, except Dutch public holidays.

1. 3.1These terms apply to every offer by Chroma, every order, every sale concluded at a distance and every purchase of cards by Chroma from a customer.
2. 3.2Before a contract is concluded, these terms are available on the website, where you can save and print them. Ask and we email them to you free of charge.
3. 3.3Where we agree something specific with you, that agreement applies. It can never leave you as a consumer worse off than the law does.
4. 3.4If a provision of these terms turns out to be void or is annulled, the rest remains in force, and we replace that provision with one that comes as close as possible to what it meant.

1. 5.1You order one or more products with your account — we want to know who is buying a one-of-one card and where it is going.
2. 5.2Before you place the order, the bag shows the products, the shipping costs and the total. You can still correct mistakes there.
3. 5.3You place the order with the button that says it comes with an obligation to pay, and then pay straight away through iDEAL. Your order becomes final once we have received your payment; see Payment.
4. 5.4After placing your order you receive a confirmation by email with your order number and the total. Once your payment has arrived, we confirm the sale by email, together with these terms and the information about the right of withdrawal.
5. 5.5We may refuse or cancel an order for a good reason, such as abuse or an obvious mistake in the offer. We tell you why, and if you have already paid, we refund you straight away.

1. 7.1Payment is made exclusively through iDEAL. You pay directly when you complete your order.
2. 7.2Your order only becomes final and is only handled once we have received your payment. We ship your order as soon as possible after receiving the payment.
3. 7.3If you have not paid within 24 hours of placing your order, your order lapses automatically and we no longer reserve the products for you. You can then order again, subject to the stock available.
4. 7.4We never ask for your PIN, your bank login or your card details. You pay only through the iDEAL environment of your own bank.
5. 7.5If you notice inaccuracies in payment details provided or stated, you must report them to us immediately.
6. 7.6If a payment remains outstanding after a reminder sent by us, we are entitled, subject to legal limits, to charge the reasonable collection costs made known in advance.

When products are delivered:

1. 9.1

   When buying products, the consumer may dissolve the contract within 14 days without giving reasons. This cooling-off period starts on the day after the product is received by the consumer or by a representative the consumer appointed in advance and made known to the trader.

2. 9.2

   Careful handling and inspection

   • The consumer will handle the product and its packaging with care
   • The consumer may unpack the product ONLY for inspection purposes
   • For sealed products (booster boxes, cases, blisters): the seal and packaging may NOT be opened
   • Opening the seal or packaging means the product is damaged and can no longer be returned
   • The customer accepts that the contents of sealed products are random and are not a ground for return
3. 9.3

   Return notification process

   • A consumer who wishes to use the right of withdrawal must make this known to the trader IN WRITING AND WITH REASONS within 14 days of receiving the product
   • The consumer must send photos of: (1) the front of the product/packaging, (2) the sides/back, (3) the seal or closures (must be intact)
   • Without photos as evidence, the return notification is rejected
   • The trader compares these photos with the arrival photos in our archive
   • After making known that they wish to use the right of withdrawal, the customer must send the product back within 14 days
   • The consumer must prove that the delivered goods were returned in time
4. 9.4

   Acceptance conditions

   • The product must come back in its original, sealed condition
   • No dents, scratches, water or other damage to the packaging
   • The seal MUST be intact (no cracks, peeled off, etc.)
   • Only products in acceptable condition can qualify for approval
   • Opened products: automatically rejected, no return possible
5. 9.5

   If, after the periods have passed, the customer has not made known that they wish to use the right of withdrawal, or has not sent the product back to the trader, the sale is final.

1. 11.1

   The trader may exclude the consumer's right of withdrawal for products as described in paragraph 2. The exclusion applies only if the trader stated this clearly before the contract was concluded.

2. 11.2

   The right of withdrawal is excluded for

   a) Sealed products with a broken seal

   • Products whose seal, packaging or closure has been broken, opened or damaged
   • This is assessed on the basis of photos and physical inspection
   • A broken seal = a damaged product = not returnable
   • On purchase, the customer accepts that opening the product has consequences
   • The customer accepts that the contents of sealed products (pull quality, card condition, etc.) are not a ground for return

   b) Products altered by the consumer

   • Products the consumer has opened, used or otherwise worked on
   • Products whose packaging was damaged through use by the consumer
   • Products with inflicted damage (scratches, dents, water damage, etc.)

   c) Normal wear and manufacturing defects

   • Chroma TCG is NOT liable for manufacturing faults on the cards INSIDE the product
   • Contents (pull quality) are never a ground for return
   • For manufacturing faults on cards: contact the manufacturer directly (The Pokémon Company, etc.)

   d) Uninspected products

   • Products for which no photos have been submitted as evidence of inspection
   • Products without photo documentation cannot be accepted
3. 11.3

   The exclusion therefore does NOT apply to:

   • Unopened sealed products delivered in their original condition (the right of return applies to these)
   • Products that were delivered damaged BY US (these are replaced/refunded)

1. 13.1

   Web shop return policy (distance sales)

   For sealed products

   • Right of return: 14 days (under the article Right of withdrawal)
   • CONDITION: the product must be in its original, sealed condition
   • REQUIRED: photo inspection with evidence
   • COSTS: the customer pays the return postage
   • RESTOCKING FEE: 15% of the purchase price on an approved return
   • REJECTION: opened/damaged products = no return, no money back

   For single cards (singles)

   • No right of return (under the statutory exclusion for used goods)
   • Not returnable under any circumstances
2. 13.2

   What Chroma TCG DOES take back

   1. Products that arrive damaged on delivery (physical damage to the packaging shown by photos)
   2. Products NOT delivered as ordered (wrong product/quantity)
   3. Sealed products in acceptable condition without visible damage
   4. Only if the customer follows the procedure correctly (photos, notification period, etc.)
3. 13.3

   What Chroma TCG does NOT take back

   1. Opened/unsealed products (seal broken = automatically rejected)
   2. Products with bad pulls or unwanted contents
   3. Products damaged through use by the consumer
   4. Products without photo inspection evidence
   5. Single cards/singles
   6. Products without a return notification within the period
   7. Products without proof of return postage
   8. Products whose inspection shows a rejection (the photos cannot justify it)

1. 15.1We guarantee that a product matches its description and photos and has the properties you could expect from them. That is the statutory guarantee; nothing in these terms limits it.
2. 15.2Every card we sell is genuine. If a card turns out to be demonstrably not genuine, we refund the full amount including shipping costs, also after the withdrawal period.
3. 15.3The grade on a graded card is the judgement of the grading company, such as PSA or BGS. We vouch for a genuine, undamaged holder and a certificate number that matches that company's database — not for whether another company or a regrade would arrive at the same grade.
4. 15.4Single cards are described on the condition scale stated in the listing, such as Near Mint or Excellent. That is an assessment by eye; small differences of opinion fall within it.
5. 15.5If something arrives that is not as described, tell us within a reasonable time after you notice — within two months is always in time — with a photo. We put it right, replace it where possible, or refund you including the cost of returning it.

1. 17.1

   Submitting return requests

   The customer submits a return request by email: info@chromatcg.nl

   The email must contain:

   • The order number
   • A clear reason for the return (only valid: packaging damaged on arrival, wrong product)
   • 4-5 clear photos as described in the article Photo evidence & inspection
   • Willingness to send the product back
2. 17.2

   No disputes without photo inspection

   • All disputes must first be resolved through specific photo inspection
   • The customer cannot file a claim without photo evidence
   • RTB offer: the customer can escalate to the Complaints Institute (Geschillencommissie)

1. 19.1

   Chroma TCG is liable for damaged products ONLY if:

   • The customer submits photos with evidence
   • The damage was demonstrably caused by Chroma TCG (not the consumer)
   • The customer files a complaint within 24 hours of receipt
2. 19.2

   Chroma TCG is NOT liable for:

   • Contents/pulls of sealed products
   • Card conditions after opening
   • Damage through use by the consumer
   • Production/manufacturing defects on the cards themselves
   • Loss of market value through delay or other reasons
3. 19.3

   Maximum liability: the purchase price of the product (minus the restocking fee)

1. 21.1Dutch law applies to these terms and to every contract with us. If you are a consumer living in another EU country, you keep the protection of the mandatory rules of that country.
2. 21.2If we cannot resolve a dispute together, it can be brought before the competent court in the Netherlands. As a consumer you may also go to the court where you live.

1. 23.1

   Return possible

   • Product received unopened
   • Seal/packaging intact
   • Photos show no damage
   • Customer files a notification + photos
   • Customer pays the return postage
2. 23.2

   Return not possible

   • Seal broken/opened
   • Bad pull/contents not to your liking
   • Damage caused by the customer
   • No photos submitted
   • Reported too late (after 14 days)
3. 23.3

   Costs of a return

   • You pay the return postage yourself
   • On approval: 15% withheld (restocking fee)
   • Example: €100 purchase, €85 back (minus postage)