Refund policy
Last updated: March 28, 2026
At Octulos, we carefully handle every order. Because we offer a wide range of products, including art supplies, artworks, trading cards, and sealed collectibles, clear expectations around returns and refunds are essential. This policy explains how returns, cancellations, refunds, and warranties are handled in accordance with Dutch law and EU consumer regulations.
Right of Withdrawal
If you are a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To exercise this right, you must notify Octulos within 14 days after delivery. Once the withdrawal has been reported, the product must be returned within an additional 14 days.
Returned products must be unused, undamaged, and in their original condition, including intact original packaging. Return shipping costs are the responsibility of the customer, except in cases where Octulos is at fault, such as receiving a wrong or defective item.
Legal Exceptions
Under Dutch and EU law, certain products are excluded from the right of withdrawal. These include:
- Digital products once accessed or downloaded
- Products with a broken seal, such as sealed TCG items
- Personalized or custom-made products
Digital Products
Digital products are delivered immediately after purchase. Digital products cannot be returned once purchased and accessed. By completing the purchase, the customer agrees to immediate delivery and acknowledges the loss of the right of withdrawal.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases where Octulos is at fault, such as receiving a wrong or defective item.
If a return is required due to an error on our part, such as receiving the wrong product or a defective item, Octulos will cover the return shipping costs. In such cases, clear photos must be provided in advance for verification.
Mandatory Photos for Returns
To protect both customers and Octulos, photos may be required before processing a return. For certain product categories, including sealed TCG products, graded cards, and damaged or incorrect items, customers may be asked to provide photos before the return is processed.
Providing photos helps us verify the condition of the item and handle the return correctly.
Returns that do not comply with the stated conditions may be refused in accordance with applicable law.
Product Specific Conditions
Sealed TCG Products
Can only be returned if the seal is fully intact. Once opened, returns are no longer possible. Pull rates or random outcomes are not valid reasons for returns or refunds.
Graded Cards
Can be returned within the 14-day withdrawal period, provided the slab is returned in the same condition as received, except for handling necessary to assess the product.
Providing photos before approval of the return is required for graded cards.
Market value changes, factory imperfections, or micro-scratches are not valid reasons for returns.
Single Trading Cards
Can only be returned if incorrect or damaged upon delivery. Subjective factors such as centering or grading potential are not valid grounds.
Markers and Pens
Can be returned within 14 days if unused, unopened, and in original packaging.
Artworks, Prints, and Stickers
Can be returned within 14 days if unused, undamaged, and in original condition.
Warranty and Defects
All products are covered by warranty against defects present at the time of delivery.
This includes:
- Manufacturing defects
- Non-functioning items upon first use
- Incorrect deliveries
Warranty claims require clear photos for assessment.
Warranty does not cover:
- Misuse
- Normal wear and tear
- Market value fluctuations
- Minor production imperfections
Return Procedure
All return requests must be submitted via:
https://octulos.nl/pages/contact
Include:
- Order number
- Reason for return
- Required photos
Return requests must be submitted within 14 days of delivery. Approved returns must be shipped within 14 days after approval.
Returns submitted outside these timeframes may be refused.
Refunds
Refunds are processed after approval of the return. Octulos may wait with issuing a refund until the returned item has been received or proof of shipment has been provided.
Refunds are issued within 14 days via the original payment method.
If a returned item arrives damaged or shows signs of use beyond what is necessary to assess its nature, characteristics, and functioning, a reduction in value may be applied to the refund.
Payment Methods and Refund Timelines
Refund processing times depend on the payment method used:
- iDEAL: 1 to 3 business days
- Credit cards, Apple Pay, Google Pay, and Shop Pay: 3 to 10 business days
- Bancontact: 1 to 5 business days
- Sofort: 2 to 5 business days
Klarna
Unpaid invoices are cancelled immediately. Paid orders are refunded within 5 business days.
USDC crypto payments
Refunds are issued in USDC to the original wallet address. Processing may take from a few minutes up to 24 hours. Network fees may apply. Crypto refunds are final and non-reversible.
Contact & Company Details
If you have any questions regarding returns, refunds, or warranty claims, please contact us via:
https://octulos.nl/pages/contact
Octulos
Part of Digital Paradoxes
Portfolio & company information:
https://octulos.nl/blogs/portfolio
Chamber of Commerce (KvK): 77386361
VAT Number: NL003188626B83
