STORE POLICY
Terms & Conditions
Masterball Ltd. was founded with the initial intention of providing a way for Pokémaniacs within the U.K. to purchase Japanese Pokémon TCG products without having to wait the lengthy shipping time. However, we are equally passionate about all collectables in general. Thus, we also sell Pokemon TCG in other languages and will be expanding our catalogue to other collectable items and brands very soon.
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We have a fantastic relationship with our international suppliers and shipping companies which means that we can restock our products quickly and efficiently.
The safety of your items is our number one priority so that we aim to send all of your items very well protected, tracked or signed, and take extra careful precautions with your order.
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(Please click here to view "Our Packaging Process" in our FAQ for more information about this.)
​How do you ensure the safety of my order?
We seal the protective packaging of your item with a warranty sticker that has a unique code. When opening booster boxes we also place the individual booster packs in sleeves and seal them with warranty stickers. We film this process with every booster box so to ensure this process is performed correctly. However, this does not account for boosters in blister packs or cardboard sleeves.
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A copy of the individual code on the warranty sticker for each item you have ordered is then placed on the outer packaging so that you know the item inside was 100% meant for you. This also means that our products cannot be resealed as we don't accept returns on items if the warranty sticker has been tampered with.
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We take photographic evidence of every order upon dispatch so that the unique codes can be reference with the codes of your item.
Return & Refund Policy
Thanks for shopping at Masterball Ltd. If you are not entirely satisfied with your purchase, we're here to help:
Returns
If you would like to return a purchase, please click here to contact us.
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You have 14 calendar days to return an item from the date of dispatch.
To be eligible for a return, the item must be in resalable condition and its original undamaged packaging, complete with its original undamaged external box, if applicable.
Make sure to include a note with your order number so we can tie the return back to your order and process that refund for you. Refunds usually
show in your account within two working days of being processed at our returns department.
Please note you would need to pay postage for this return.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your original method of payment.
You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable.
A fee for shipping costs may be deducted from your refund if an order is cancelled before it is dispatched.
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Shipping Policy
Product prices on this website are exclusive of delivery and shipping charges, except the Total Price listed under the Customer’s Shopping Cart, which is inclusive of these charges. Shipping rates are calculated by the size and weight of the item(s) being shipped. Masterball Ltd will endeavour to deliver the product to the Customer as soon as possible, in accordance with the Delivery Policy as detailed on this website.
All deliveries will be made to the address that the Customer gives for the delivery of the product.
Masterball Ltd reserves the right to refuse to deliver to an address that may not be secure. This address could be (but is not limited to) a communal postal address, a BFPO or a PO Box. In this event, Masterball Ltd. will inform the Customer as soon as possible.
Masterball Ltd will not be liable to the Customer in the event that Masterball Ltd. is prevented by circumstance from delivering a product that the Customer has ordered.
The Customer should be aware that, when goods are shipped internationally, they are subject to opening and inspection by customs authorities and customers may incur import tariff charges to receive goods.
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Delayed, Lost or Misrouted Orders
Masterball Ltd. can not be held responsible for any supplementary costs incurred by a customer caused by a delayed, lost or misrouted orders. However, In the unlikely case of your order being delayed, lost or misrouted we will do our very best to follow up with the delivery company involved on the whereabouts of your order. Tracking is provided with every order, so we also urge the customer to follow up on these situations with the respective delivery company should this happen.
Privacy Policy
What type of information do you collect?
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
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How do you collect information?
When you conduct a transaction on our website, as part of the process, we collect the personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
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Why do you collect such personal information?
We collect such Non-personal and Personal Information for the following purposes:
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To provide and operate the Services;
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To provide our Users with ongoing customer assistance and technical support;
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To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
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To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
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To comply with any applicable laws and regulations.
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Visitors' personal information?
Our company is hosted on the Wix.com platform. Wix.com provides us with an online platform that allows us to sell our products and services to you. Your data may be stored through Masterball.co.uk data storage, databases and the general Masterball.co.uk applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Masterball.co.uk and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
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How do you communicate with your site visitors?
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes, we may contact you via email, telephone, text messages, and postal mail.
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How do you use cookies and other tracking tools?
It's important to note that third-party services, such as Google Analytics or other applications offered through the Wix App Market, placing cookies or utilizing other tracking technologies through Wix´s services, may have their own policies regarding how they collect and store information. As these are external services, such practices are not covered by the Wix Privacy Policy.
Click here to view which cookies are stored on your site visitors' computer.
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How can your site visitors withdraw their consent?
If you don’t want us to process your data anymore, please contact us at [your email] or send us a mail to [your physical mailing address].
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Privacy policy updates
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
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Questions and your contact information
If you would like to: access, correct, amend or delete any personal information we have about you, please send us a mail to admin@masterball.co.uk.