Refund policy

This Refund, Return & Chargeback Policy (“Policy”) explains how The Ballers Bank (“The Ballers Bank,” “we,” “us,” or “our”) handles refunds, returns, cancellations, and payment disputes for purchases made on theballersbank.com, on TikTok Shop, and on any other platforms where we sell products or offer live “rip,” “break,” or “rip & ship” services (collectively, the “Services”).

This Policy also describes how we respond to chargebacks and inquiries when payments are processed through Shopify Payments or similar payment processors.

By placing an order with us, you acknowledge and agree to this Policy, our Terms of Service, and any applicable platform-specific terms (including TikTok Shop and Shopify terms).

1. Product Types Covered by this Policy

Unless a specific product listing clearly states otherwise, this Policy applies to all of the following (together, “Trading Card Products”):

• Sealed trading card products (boxes, cases, packs, blasters, tins, etc.)
• Singles and graded cards
• Repacks, mystery-style products, and custom “Baller” products
• Live break / “rip & ship” / group break spots and any items opened for you on a live stream on TikTok or any other platform

For grading, consignment, or other services, refer to any service-specific terms posted on our site.

2. All Sales Final – Trading Cards, Live Breaks & Singles

Due to the collectible nature and rapidly changing market value of trading cards, all sales of Trading Card Products are final. This includes, without limitation:

• Sealed products
• Singles and graded cards
• Repacks and mystery-style products
• Spots in live breaks, group breaks, or “rip & ship” events
• Any product opened on our live stream or otherwise opened on your behalf

Once a product is opened on a live stream or otherwise, it cannot be returned, refunded, or exchanged for any reason, except as expressly stated in this Policy or required by applicable law.

In particular, you are not entitled to a refund or return based on:

• Dissatisfaction with the contents or “hits” you received
• The market value of cards being lower than you expected
• The odds, number, or quality of hits
• Change of mind, buyer’s remorse, or “no longer needed” reasons

By purchasing a break spot, repack, or any product to be opened on live, you understand and accept that you are purchasing a chance at random cards, not any specific card or guaranteed value.

3. Consent to Live Breaks / “Rip & Ship” and Finality

When you purchase a product or spot that is designated for a live break / rip & ship:

3.1 Consent to Opening on Your Behalf
You authorize The Ballers Bank to open the product on your behalf during a live stream on TikTok or another platform, at our reasonable discretion after purchase. We may announce your name, username, or order number on stream when we open your product.

3.2 Allocation of Cards
Unless a listing states otherwise, you will receive the cards from the product (or portion of the product) assigned to you, such as certain packs, teams, players, or slots depending on the format of the break. The live break video and associated order information form part of the record of what was purchased and opened for you.

3.3 No Cancellations Once the Break Begins
Orders for live breaks may only be cancelled before your product is queued or opened for a break. Once we begin the break for your order (including announcing your name/username or opening any sealed product tied to your order), the order is locked and no cancellation, refund, or change is permitted.

3.4 No Guarantee of Specific Cards or Value
We do not guarantee that you will receive any particular player, team, card type, parallel, or minimum market value. Outcomes of breaks and sealed products are random and not under our control.

3.5 Assumption of Risk – Break Outcomes, “Hits” & Autographs
By purchasing any Trading Card Product (including sealed products, repacks, mystery-style products, and live break / “rip & ship” / group break spots), you acknowledge and agree that:

• Trading card products and live breaks are inherently random in nature and involve significant chance.

• The odds of pulling any particular player, team, parallel, autograph, patch, case hit, numbered card, or minimum market value are determined by the manufacturer and/or the random format of the break, and are not controlled by The Ballers Bank.

• You may receive cards that you consider low value, duplicates, or “no hit” outcomes, and you may not receive any autographs, memorabilia cards, or “big” cards in your order or break spot.

To the fullest extent permitted by applicable law, you:

• Assume all risk that you may not “hit big,” receive an autograph, or receive cards of any particular value or resale price;

• Agree that dissatisfaction with the type, player, team, rarity, number, or market value of the cards you receive (including not receiving a “chase” card, autograph, or case hit) does not constitute an error, defect, misrepresentation, or failure to deliver under this Policy; and

• Agree that you will not seek a refund, return, replacement, chargeback, or payment dispute on the basis that you did not receive a desired “hit,” autograph, star player, case hit, or minimum card value from any product or break.

By participating in a break or purchasing any Trading Card Product from us, you confirm that you understand these risks and are voluntarily choosing to participate with full knowledge that outcomes are uncertain and not guaranteed.

4. Cancellations (Before Fulfillment / Break)

We understand that plans can change. However, our inventory and live-break slots are limited and time-sensitive.

4.1 Website / Non-break Orders

Before an order is marked as “Fulfilled,” “Shipped,” or similar in our system, you may request cancellation by contacting us through our Contact form or the applicable platform’s messaging tools. We may approve or deny cancellation in our discretion, depending on fulfillment status and whether the order has entered processing.

4.2 Live Break Orders

You may request cancellation only before your product is queued or opened for a live break. Once your break begins, no cancellation, refund, or change is allowed.

We also reserve the right to cancel any order due to suspected fraud, pricing/listing errors, or inventory issues. If we cancel an order before opening or shipping, we will refund the purchase price to your original payment method.

5. Incorrect, Missing, or Damaged Items (Shipping Issues)

While all Trading Card Product sales are final, we will correct clear fulfillment or shipping errors caused by us, subject to the conditions below.

5.1 Wrong Item Shipped

If you receive an item that clearly does not match your order confirmation or the items opened for you in a live break:

• Contact us within 3 calendar days of the carrier’s delivery scan or of receiving the package, whichever is earlier.
• Provide your order number, photos of the item(s) received, and the shipping label.

To qualify for a correction when the wrong item has been shipped:

• For sealed products, we will only accept returns if the item is still sealed in the original, unopened manufacturer packaging (including any factory wrap or seal).
• Opened, unsealed, or tampered items are not eligible for return or replacement, even if they were shipped in error. Opening the product is deemed acceptance of the item as received.

If we confirm that we shipped the wrong item and the item is returned to us sealed and unopened as described above, we will, at our discretion:

• Replace the item with the correct product (if available); or
• Issue a refund or store credit for the incorrect item.

Return shipping instructions (including any prepaid label, if applicable) will be provided by us in writing. Returns will be processed only after we receive and inspect the original item in its sealed, unopened manufacturer packaging. Items returned without our written authorization, or items that arrive opened, resealed, or tampered with, may not be accepted and may not be eligible for refund, replacement, or credit.

5.2 Items Damaged in Transit

If your package arrives with significant shipping damage:

• Contact us within 3 calendar days of the carrier’s delivery scan.
• Include clear photos of:
– The outer shipping box (all sides),
– The shipping label, and
– The damaged contents and internal packaging.

To help protect your eligibility for any claim:

• Do not discard the shipping box, packing materials, or damaged items until the claims process is fully resolved.
• For sealed products, do not open or further tamper with the manufacturer’s original packaging beyond what is already damaged in transit.

We routinely ship via UPS, USPS, and FedEx (the “Carriers”). While we pack orders carefully, once a package is in the Carrier’s possession, we are not liable for damage caused by the Carrier in transit, except to the extent required by applicable law.

Upon receiving timely notice and adequate proof of damage from you, we will:

• Assist you in submitting a damage claim with the applicable Carrier and/or
• Submit a claim ourselves using the documentation you provide.

By placing an order with us, you acknowledge and agree that:

• All final decisions on damaged-in-transit claims are made by the Carrier and/or the Carrier’s insurer, not by The Ballers Bank;
• Any refund, replacement, or credit for damaged-in-transit items is subject to the Carrier’s approval and payout;
• Our obligations with respect to Carrier damage are limited to assisting with the claims process and passing along any compensation actually received from the Carrier for your shipment, unless applicable law requires otherwise; and
• If a Carrier denies or only partially approves a claim, we are not obligated to provide additional compensation, though we may, at our sole discretion, offer a one-time courtesy replacement or store credit.

We may, in our discretion, replace the item (if available), issue a partial or full refund, or provide store credit only after the claims process is completed and/or the damaged items are returned to us if we request them.

6. Packages Marked “Delivered” but Not Received

We rely on the carrier’s tracking information as evidence of delivery.

If a carrier (e.g., USPS, UPS, FedEx, DHL) shows your package as Delivered to the address you provided at checkout, but you cannot locate it:

1. Check Your Surroundings
   – Confirm with household members, neighbors, building or mailroom staff, and check any parcel lockers or alternate drop points.
   – Confirm your address on the order confirmation matches your current address.

2. Notify Us Promptly
   – If you still cannot locate the package, contact us within 3 calendar days of the delivery scan.
   – Include your order number and any relevant details.

3. Risk of Loss After Delivery Scan
   – Once a carrier marks a package as Delivered to the address you provided, risk of loss, theft, or misdelivery generally passes to you.
   – We are not obligated to replace or refund orders that show as delivered, but may, at our sole discretion, offer a replacement or store credit as a one-time courtesy.

We may assist you in opening a claim or trace with the carrier, but we cannot guarantee recovery or reimbursement from the carrier.

7. Manufacturer Issues, Redemptions & Quality

Trading card products are produced, sealed, and packaged by third-party manufacturers. We do not control:

• Card centering, condition, surface, print lines, or similar defects
• Redemptions, expired redemptions, or missing hits
• Collation (duplicates, player distribution, insert ratios, etc.)

Accordingly:

• We are not responsible for manufacturer defects, redemptions, or quality-control issues.
• We do not guarantee any outcome or grade from third-party grading companies.
• Any claims involving manufacturer defects or redemptions should be directed to the manufacturer under their published policies.

8. Chargebacks, Inquiries & Shopify Payments

When you pay using a credit or debit card, your transaction may be processed through Shopify Payments or another payment processor. In all cases, chargebacks and inquiries are ultimately decided by your card issuer, not by The Ballers Bank or Shopify.

8.1 Agreement to Resolve Issues with Us First (No Abuse of Chargebacks & Acknowledged Risk)
By placing an order with The Ballers Bank, you acknowledge and agree that:

• You have read and understood this Trading Card Sales, Refund, Chargeback & Risk Disclosure Policy, including the Assumption of Risk set out in Section 3.5; and

• If you believe there is any problem with your order, you will contact us first and provide us a reasonable opportunity to review and resolve the issue before contacting your bank or payment provider.

Except in cases of genuine unauthorized use of your payment method (fraud), you agree not to initiate a chargeback or payment dispute on the basis of:

• Dissatisfaction with the contents, “hits,” autographs, players, teams, parallels, or market value of the cards you received;

• Disagreement with, or regret about, the inherently random nature and risk of breaks, sealed products, repacks, or mystery-style products (including not “hitting big” as described in Section 3.5);

• A package being shown as Delivered by the carrier to the address you provided at checkout; or

• Any situation in which we have followed this Policy, properly fulfilled your order, and delivered (or arranged delivery of) the goods or services you purchased.

You understand and agree that using chargebacks or payment disputes to attempt to circumvent this Policy, to reverse an all-sales-final transaction, or to obtain both a refund from us and a refund or credit from your bank may constitute misuse of the chargeback process and a breach of your agreement with us.

In such cases, we reserve all rights and remedies available to us, which may include restricting or blocking future purchases, cancelling open orders, limiting your participation in live breaks, and/or pursuing recovery of any losses, fees, or costs we incur as a result of improper or abusive chargebacks, to the fullest extent permitted by applicable law.

8.2 Evidence We May Provide

If you file a chargeback or inquiry, we will submit evidence through Shopify’s or the relevant processor’s chargeback system to show that the charge was valid. This evidence may include, without limitation:

• Order confirmations and invoices
• Shopify order records, including billing/shipping address, AVS/CVV results, and fraud analysis flags
• Shipping labels, tracking pages, and delivery confirmations
• Screenshots or recordings of live breaks showing:
– Your name or username,
– The sealed product being opened, and
– The cards pulled for you
• Screenshots of the relevant product listing(s)
• Screenshots of this Policy and other terms as displayed at or before checkout
• Communications between you and us about the order or delivery

You expressly authorize us to share this information with Shopify, TikTok, the card networks, and the card issuer as needed to respond to the dispute.

8.3 Account Consequences

We reserve the right to:

• Refuse future orders,
• Cancel open orders, and/or
• Restrict your participation in live breaks

if you initiate chargebacks or inquiries inconsistent with this Policy or if we reasonably suspect fraudulent or abusive behavior.

Nothing in this section is intended to limit any rights you may have under non-waivable consumer protection laws, but it clarifies your contractual obligations to us and our right to contest improper disputes.

9. Refunds (When Granted)

If we determine that a refund is appropriate under this Policy or required by law:

• Refunds will be issued to the original payment method, unless we expressly offer and you accept store credit instead.
• Once we process a refund, the timing of funds appearing in your account depends on your bank, card issuer, payment service, or platform.
• Shipping, insurance, and handling charges are generally non-refundable, unless we made a clear shipping error or applicable law requires otherwise.

You cannot receive a second refund for the same transaction through both us and your bank. If you have already received a refund from us and later file a chargeback for the same transaction, we may submit evidence showing that you were already refunded.

10. Platform-Specific Policies (Shopify, TikTok, etc.)

If you purchase through a third-party platform (such as TikTok Shop or other marketplaces) or your payment is processed via Shopify Payments:

• That platform or processor may have additional rules about returns, refunds, and disputes that apply to your transaction.
• Where those rules allow sellers to specify stricter or non-returnable policies for trading cards or collectibles, this Policy is intended to be the controlling seller policy for our Trading Card Products.
• In the event of a direct conflict between this Policy and mandatory platform rules, the platform’s mandatory rules will govern only to the minimum extent required, and this Policy will govern in all other respects.

We encourage you to review both this Policy and any platform terms before purchasing.

11. Acceptance of This Policy

By completing a purchase on our website or through any platform where we sell:

• You confirm that you have had an opportunity to review this Policy;
• You agree that all sales of Trading Card Products (including live breaks and products opened on your behalf) are final, subject only to the limited exceptions described above; and
• You acknowledge and agree that any issues involving damage in transit, delivery status, or Carrier performance will be handled in accordance with Sections 5 and 6 of this Policy, including the Carrier-claims process described in Section 5.2.

Where technically available, we may display a notice, checkbox, or link at checkout indicating that “By placing this order, you agree to The Ballers Bank Refund, Return & Chargeback Policy.” Your completion of the purchase constitutes your acceptance.

12. Compliance with Laws & Consumer Rights

We aim to comply with applicable U.S. consumer protection and e-commerce laws. Where this Policy conflicts with non-waivable rights granted to you under applicable law in your jurisdiction, those legal rights will control, but this Policy will apply to the fullest extent permitted.

Nothing in this Policy is intended to limit any mandatory consumer rights that cannot be waived by contract.

13. Changes to This Policy

We may update or modify this Policy at any time. Changes are effective when posted on theballersbank.com with an updated “Last updated” date.

Your continued use of our site, participation in our live breaks, or purchases through any platform after such changes constitutes your acceptance of the revised Policy.