Refund policy

Return and Refund Policy

1. ALL SALES ARE FINAL To protect the integrity of the collecting experience, all sales are strictly final. Due to the mystery, randomized, and collectible nature of trading card games (TCG) and our specialty packs, we do not accept returns, process exchanges, or offer cash refunds for buyer's remorse, accidental purchases, or dissatisfaction with the specific items pulled. This strict policy ensures that every pack dispensed from our machines remains unsearched, unweighed, and 100% authentic for the next collector.

2. MACHINE ERRORS & MALFUNCTIONS We stand behind the functionality and engineering of our automated retail machines. While rare, mechanical errors—such as a stuck product or a failed dispense after your payment has been captured—can happen. If you experience an equipment malfunction, you are fully covered under our Machine Error Policy.

To submit a claim, please message our support team directly via Instagram Direct Message at @goldenpackrewards and include the following details:

  • The exact mall location (e.g., Lynnhaven Mall, Patrick Henry Mall, Norfolk Premium Outlets)

  • The time of purchase

  • The specific row and item number

3. RESOLUTION & RESPONSE TIMES We are committed to providing a premium support experience. Our Client Concierge team actively monitors requests during our standard operating hours (Monday – Friday, 6:00 PM – 10:00 PM EST) and maintains an active support queue throughout the weekend.

  • Verification: Once your claim is submitted, our team will review the digital transaction logs and machine sensor data. We strive to verify these logs immediately during standard support hours. During peak weekend events, please allow up to 24 hours for complete verification.

  • Resolution: Upon confirming the machine error, we will immediately issue a digital e-gift card for the exact retail purchase price to your email address. This e-gift card is available for instant redemption at any of our machine locations.

4. LIMITATION OF LIABILITY We do not issue cash or credit card refunds for machine errors; all verified claims are resolved exclusively via digital e-gift cards to get you back to collecting as quickly as possible. Under no circumstances will The Golden Pack be held liable for the "potential value," "chase value," or "secondary market value" of the items that may have been contained within an undispensed pack. Our maximum liability is strictly limited to the exact retail purchase price paid at the time of the failed transaction.