This Buyer Protection Policy describes how TCE Group, Inc. (“TCE,” “we,” “us,” or “our”) may assist buyers and sellers when certain transaction issues arise on the TCE platform, including any related website, mobile application, marketplace tools, exchange features, payment systems, or other services provided by TCE (collectively, the “Platform”). This Buyer Protection Policy is incorporated into and forms part of the TCE Terms of Service.
Buyer Protection is intended to support fair outcomes for eligible transactions completed through the Platform using approved payment methods. Buyer Protection does not guarantee refunds, returns, replacements, or dispute resolutions in every case. TCE may approve, deny, close, or otherwise resolve claims at its discretion, subject to applicable law, payment processor requirements, available evidence, and Platform policies.
1. Eligible Transactions
Buyer Protection applies only to eligible transactions completed through the Platform using approved TCE checkout and payment methods. Transactions completed outside the Platform, through external payment methods, or through off-platform communications are not eligible for Buyer Protection.
Buyer Protection does not apply to transactions arranged, modified, paid for, or completed outside TCE, even if the buyer and seller originally connected through the Platform.
2. Issues Eligible for Review
A buyer may request review under this Buyer Protection Policy for certain eligible issues, including item not received, lost in transit, partial order missing, wrong item received, item materially not as described, item damaged in transit, or an authenticity concern supported by objective evidence.
An item may be considered materially not as described if it differs from the listing in a significant way, such as the wrong item being sent, a materially different grade or certification being represented, major undisclosed damage, missing items from a lot or bundle, or other substantial differences from the seller’s listing.
Authenticity or counterfeit claims may be eligible for review only when supported by objective evidence that TCE considers reliable. TCE does not authenticate items and does not guarantee authenticity, grading, certification, or collectible value.
3. Issues Not Covered
Buyer Protection does not cover buyer remorse, change of mind, accidental purchases, failure to read the listing, market price changes, expected resale value, expected grading outcomes, crossover potential, regrade outcomes, investment performance, subjective collecting preferences, or dissatisfaction with a third-party grading company’s opinion.
Buyer Protection generally does not cover minor or subjective condition disagreements, including disagreements regarding centering, print lines, surface marks, whitening, edge wear, corners, holo patterns, glare, factory imperfections, or other condition issues that were visible in listing photos or reasonably disclosed.
Buyer Protection also does not cover issues disclosed before purchase, delays caused by carriers where tracking remains active, off-platform transactions, opened sealed products, graded slabs cracked or opened after delivery, items altered after delivery, item swapping, or claims where the buyer cannot provide requested evidence.
Orders marked as delivered by the carrier are generally not eligible for Item Not Received protection unless objective evidence shows carrier error, misdelivery, or another issue TCE determines justifies review. Item Not Received claims based solely on non-delivery of an eligible untracked-envelope shipment may not qualify for a refund where the buyer accepted the untracked-shipping risk before purchase.
4. Claim Timelines
For issues involving damaged items, wrong items, missing items from an order, or items materially not as described, buyers must submit a claim within two (2) calendar days after carrier-confirmed delivery.
If the seller does not mark the order shipped within three (3) business days, the seller may receive an additional twenty-four (24) hour grace period. If the order remains unshipped when that grace period ends, the buyer may cancel for a full refund. Otherwise, for items lost in transit, buyers must submit a claim within fourteen (14) calendar days after the expected delivery date.
If tracking shows no movement or delivery scan for thirty (30) consecutive days, TCE may treat the shipment as lost and may issue a refund or other resolution, subject to review.
TCE may deny claims submitted outside these timelines, except where TCE determines that circumstances justify further review.
5. Buyer Responsibilities
Before submitting a claim, buyers should review the listing, transaction details, tracking information, and any exchange communications. Buyers may be required to first contact the seller through the Platform or respond to TCE’s requests for information.
Buyers must cooperate with TCE’s review process, provide accurate information, preserve the item and packaging, avoid tampering with the item, and provide requested evidence in a timely manner. Failure to cooperate may result in denial of Buyer Protection.
Buyers are encouraged to use TCE’s structured request tools before purchase when additional information is needed, including timestamp photo requests or additional condition photo requests. Failure to request additional information before purchase may be considered when reviewing disputes involving condition, authenticity, or listing details.
6. Evidence Requirements
TCE may require supporting evidence before reviewing or approving a claim. Evidence may include photos or videos of the item, packaging, shipping label, mailer or box, damage, slab condition, sealed product condition, listing screenshots, tracking information, carrier communications, authentication evidence, or other documentation requested by TCE.
For damaged-in-transit claims, buyers should provide photos of the item, packaging materials, shipping label, exterior packaging, and any visible damage. For authenticity or counterfeit claims, buyers may be required to provide documentation, grading company communication, expert review, or other objective evidence TCE considers reliable.
TCE may deny claims where evidence is incomplete, inconsistent, altered, misleading, or not provided within the requested timeframe.
7. Returns and Return Requirements
TCE may require the buyer to return the item before a refund is issued. Depending on the issue, TCE may direct the buyer to return the item to the seller, to TCE, or to another designated location.
Returned items must be returned in the same condition in which they were received. Buyers must not open sealed products, crack graded slabs, alter items, damage items, swap items, remove components from lots or bundles, or otherwise change the item after delivery.
All returns must use a TCE-approved return method or an approved trackable shipping service. Failure to use approved or trackable return shipping may void Buyer Protection. Refunds may be delayed or denied if the returned item is not received, is returned to the wrong location, is materially different from the item originally shipped, or shows evidence of tampering, alteration, use, damage, or item swapping.
8. Return Shipping Costs
If TCE determines that an eligible return is due to seller fault, such as a materially inaccurate listing, wrong item, non-shipment, counterfeit item supported by objective evidence, or undisclosed material damage, the seller may be responsible for return shipping costs.
TCE may provide a prepaid return label, require the seller to provide a label, deduct return shipping costs from seller payouts, or otherwise recover return-related costs where permitted.
Buyer remorse, change of mind, subjective condition disagreements, or issues not covered by this policy generally do not qualify for seller-paid return shipping.
9. Tampering, Item Swapping, and Altered Returns
TCE may deny Buyer Protection if there is evidence that an item was altered, damaged, opened, swapped, tampered with, or otherwise changed after delivery.
Examples include cracking or opening graded slabs, opening sealed products, resealing products, returning a different item, removing items from a lot or bundle, damaging a card after receipt, altering packaging, or submitting misleading photos or evidence.
TCE may also take enforcement action against buyers who submit fraudulent, abusive, repetitive, or bad-faith claims.
10. Lost, Delayed, or Delivered Packages
If tracking shows no updates for an extended period, buyers should contact TCE support through the Platform or at support@tce.gg. TCE may review tracking history, carrier status, shipment method, seller compliance, and available evidence.
If tracking shows no movement or delivery scan for thirty (30) consecutive days, TCE may treat the order as lost and issue a refund or other resolution. Sellers generally will not receive payout for lost orders unless they can provide valid proof of delivery, valid carrier confirmation, or other evidence TCE considers sufficient.
If the carrier marks an order as delivered, the order is generally not eligible for Item Not Received protection unless objective evidence indicates carrier error, misdelivery, or another issue TCE determines justifies review. Buyers are responsible for providing accurate shipping information and for maintaining a secure delivery location.
11. Seller Obligations During Claims
Sellers must cooperate with TCE during claims, disputes, returns, or investigations. Sellers may be required to provide tracking information, shipment receipts, packaging evidence, listing photos, communication history, proof of ownership, authenticity evidence, or other documentation.
If TCE determines that an issue was caused by seller fault, TCE may refund the buyer, require a return, deduct refund amounts or return shipping costs from seller payouts, reverse payouts, hold funds, recover buyer credits, or take other enforcement action under the Seller Policy and Terms of Service.
Failure to respond or cooperate may result in an adverse outcome for the seller.
12. Refunds
TCE aims to reach a refund or dispute decision within two (2) to three (3) business days after receiving all information and evidence required for review. If a refund is approved, TCE will submit it promptly. The buyer’s bank or payment provider may take five (5) to ten (10) business days after submission to post the funds.
If TCE approves a refund, the refund will generally be issued to the buyer’s original payment method. Refund timing may vary depending on payment processors, financial institutions, chargeback processes, and other factors outside TCE’s control.
TCE may issue full refunds, buyer credits, return-required refunds, no-return refunds, or other remedies depending on the circumstances. In some cases, refunds may be issued only after the item is returned and inspected by the seller, TCE, or another designated recipient.
TCE fees, shipping fees, payment processing fees, and other amounts may be refunded, retained, deducted, or adjusted depending on the circumstances, applicable law, payment processor rules, and Platform policies.
13. Chargebacks and Payment Processor Disputes
Payments on the Platform are processed through third-party payment providers such as Stripe. If a buyer initiates a chargeback or payment dispute with a bank, card issuer, or payment processor, the dispute may be handled directly by the payment processor or financial institution.
TCE may provide transaction information, listing information, tracking information, communications, or other evidence to the payment processor, but TCE does not control chargeback outcomes. Payment processor, card network, or financial institution decisions may override Platform determinations.
Buyers and sellers remain responsible for complying with payment processor rules and cooperating with chargeback reviews.
14. Verification and Trust Signals Disclaimer
Seller verification, badges, sales counts, reviews, scores, trust indicators, or other Platform signals are provided for informational purposes only. They do not guarantee authenticity, condition, transaction success, user reliability, or fraud prevention.
TCE does not authenticate, grade, certify, appraise, or guarantee collectible items unless expressly stated otherwise in writing. Buyers remain responsible for conducting their own due diligence before completing a transaction.
15. Abuse and Misuse
TCE may deny Buyer Protection, limit account access, suspend accounts, terminate accounts, or take other enforcement action if a user abuses this policy or the dispute process.
Abuse may include repetitive unsupported claims, false Item Not Received claims, item swapping, tampering with items, submitting misleading evidence, fraudulent chargebacks, harassment, threats, collusion, off-platform transaction attempts, or other bad-faith conduct.
16. TCE’s Resolution Authority
TCE may, at its discretion, facilitate communication, request evidence, require a return, approve a refund, deny a claim, issue buyer credit, recover amounts from a seller, defer to payment processor processes, or take other actions TCE considers appropriate.
TCE’s decisions under this Buyer Protection Policy are discretionary and final for purposes of Platform assistance, subject to applicable law and payment processor requirements.
17. Policy Modifications
TCE may modify this Buyer Protection Policy at any time. Updated versions become effective upon posting unless otherwise stated. Continued use of the Platform after updated policies become effective constitutes acceptance of the revised policy.
18. Contact Information
TCE Group, Inc.
Website: https://tce.gg
Support Email: support@tce.gg