Returns & Refunds
You have 30 days from delivery to return factory-sealed products. Here is exactly how returns and refunds work at Tillerhouse.
At a glance
- Return window
- 30 days from delivery
- Condition
- Factory sealed only
- Return shipping
- Free, with a prepaid label
- Refund
- Usually within 10 business days after inspection
1 Return window
You may return an eligible product within 30 days of the date it was delivered, as shown by the carrier’s tracking. To start a return, contact us within that window; the product does not need to reach us by the last day.
2 What can be returned
Returns are accepted on factory-sealed products in the condition you received them: the original manufacturer seal intact and no damage caused after delivery. A case must be returned complete, with all of its boxes, still in its sealed manufacturer carton.
| Situation | Can it be returned? | Who pays return shipping |
|---|---|---|
| Factory sealed, within 30 days of delivery | Yes, for a refund | Tillerhouse |
| Arrived damaged | Yes, for a replacement or refund | Tillerhouse |
| Not the product you ordered | Yes, for a replacement or refund | Tillerhouse |
| Opened or unsealed | No, final sale | Not applicable |
3 What cannot be returned
Opened or unsealed products are final sale. This includes any box, pack, tin or case with a broken, cut or removed manufacturer seal, and any case whose inner boxes have been removed. Trading card products are sold sealed because their contents are randomized; once a seal is broken we cannot resell the product or verify what it contained.
A return is also not possible because of the cards you pulled or the value of a product. Contents are set by the manufacturer and are not known to anyone before the seal is opened.
4 Damaged or incorrect products
Important — contact us before opening
If a product arrives damaged, or is not what you ordered, email support@tillerhouse.shop with your order number and photos of the product and the outer packaging before opening the product, so the seal and condition can be confirmed.
You may choose a replacement or a refund, and we pay the return shipping.
5 How to start a return
Tell us what you are returning. Email support@tillerhouse.shop with your order number and the product you want to return.
Get your label. We will reply with return instructions and a prepaid return shipping label.
Pack and ship. Pack the product securely so it arrives in the same sealed condition, attach the label and hand it to the carrier. Keep the drop-off receipt until your refund is complete.
Please do not send unannounced packages
Do not send a product back before contacting us. We cannot match unannounced packages to orders reliably, and we cannot reimburse postage on packages sent without a prepaid label from us.
6 Return shipping cost
Returns are free. We pay the return shipping on every eligible return by sending you a prepaid label, and there is no restocking fee.
7 Inspection
When a return arrives, we check that the manufacturer seal is intact and that the product is the one we shipped. If a returned product does not meet the conditions in this policy, we will contact you to explain why and to arrange for it to be sent back to you.
8 Refunds
Once the return has passed inspection, we refund the product price to your original payment method, usually within 10 business days, and confirm it by email. Your bank or card issuer may take additional time to post the credit to your account. Shipping on your order was free, so there is no shipping charge to refund.
9 Manufacturer issues
Problems with the contents of a sealed product, such as a missing guaranteed hit or a miscut card, are handled by the manufacturer under its own policies. See our Warranty Policy for who handles what and how to claim.
10 Before you dispute a charge
If something is wrong with an order, please contact us before disputing the charge with your bank. Most problems are resolved faster directly, and a dispute can delay a refund we would otherwise issue straight away.
11 Contact
Questions about a return: email support@tillerhouse.shop or write to Tillerhouse, 2200 Emmons Ave, Brooklyn, NY 11235.