Refund, Returns & Cancellation Policy

1. Returns

We want you to be completely satisfied with your purchase from Dex Central. If you are not happy with your order, we accept returns under the following conditions:

• Return requests must be made within 7 days of receiving your order.
• Items must be in their original, unopened, and sealed condition. Sealed products (booster boxes, ETBs, tins, etc.) that have been opened cannot be returned.
• Single cards may be returned if they were incorrectly described or if the wrong card was sent.
• Board games must be in their original shrink-wrap or packaging to be eligible for return.
• Items must be returned with all original packaging, accessories, and documentation.
• Return shipping costs are the responsibility of the customer, unless the return is due to our error.

2. Non-Returnable Items

The following items cannot be returned:

• Sealed products that have been opened (booster packs, boxes, tins, etc.).
• Single cards that have been played with, damaged after delivery, or altered in any way.
• Accessories (sleeves, deck boxes, binders, etc.) that have been used.
• Items marked as "Final Sale" or purchased during clearance promotions.

3. Refunds

• Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 5–10 business days via EFT to your original bank account.
• Refund amounts will be the product price paid. Original shipping fees are non-refundable unless the return is due to our error.
• Alternatively, you may opt for store credit instead of a monetary refund. Store credit is issued at 100% of the product value and does not expire.

4. Damaged or Incorrect Items

Please note that refunds will not be issued for items that are damaged during transit or received incorrectly. We encourage all customers to:

• Inspect your package immediately upon delivery and note any visible damage with the courier.
• Contact us within 48 hours of delivery with photos if you believe there is an issue — we will do our best to assist on a case-by-case basis, but refunds are not guaranteed in these circumstances.
• Ensure your shipping address and order details are correct before confirming your purchase, as orders placed with incorrect information are the customer's responsibility.

5. Order Cancellations

• Orders may be cancelled before shipment for a full refund.
• To cancel an order, contact us as soon as possible via WhatsApp or through your account.
• Once an order has been shipped, it cannot be cancelled. You may instead follow the return process outlined above.
• If payment has been made but the order has not yet shipped, a full refund will be issued within 5–10 business days.

6. Pre-Order Cancellations

• Pre-orders may be cancelled at any time before the item ships for a full refund.
• If a pre-ordered product becomes unavailable or is cancelled by the manufacturer, you will receive a full refund automatically.
• Pre-order refunds are processed within 5–10 business days.

7. Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please follow the return process for a refund or store credit, and then place a new order for the desired item.

8. How to Initiate a Return or Cancellation

To start a return or cancellation:

1. Contact us via WhatsApp or through the contact details on our website.
2. Provide your order number and reason for the return or cancellation.
3. For returns, include clear photos of the item and its condition.
4. We will respond within 24–48 hours with instructions on how to proceed.

9. Contact Us

If you have any questions about our refund, return, or cancellation policies, please contact us via WhatsApp or through the contact details provided on our website. We are based in Windhoek, Namibia and are happy to assist.