Refund policy
PRIME 151 COLLECTIBLES
RETURN, REFUND, CANCELLATION AND DISPUTE POLICY
Effective Date: August 11, 2026 Version: 3.0
Your Treasures, Our Mission.
This Policy is incorporated into and governed by our Terms of Service. Capitalized terms have the meanings given there.
REVISION HISTORY
- August 11, 2026 (v3.0): Standardized all claim windows to a single retail rule (7 day claim, 14 day return shipment). Reinstated pre-order cancellation terms. Added local pickup returns at Hicksville. Replaced the flat dispute fee with an enforcement framework. Added store credit terms, restocking fee schedule, and refund timing. Updated retail location and marketplace channel information, including deference to marketplace condition standards.
- November 23, 2025 (v2.0): Legal rebuild; installment provider rules, consignment and memorabilia provisions, chain of custody requirements.
- June 1, 2025 (v1.1): General updates.
- April 1, 2025 (v1.0): Initial publication.
SECTION 1 — THE SHORT VERSION
We are a collectibles retailer. The items we sell are limited, frequently non replaceable, and their condition and value depend on how they are handled after they leave us. For that reason:
- All sales are final, except for verified shipping damage or a manufacturer defect, as defined in Section 3.
- You have 7 calendar days from delivery to report a problem.
- We inspect, we document, and we make it right when the fault is ours.
The rest of this Policy explains exactly how that works, so there are no surprises on either side.
SECTION 2 — ALL SALES ARE FINAL
2.1 All sales, whether placed on prime151.com, at our Hicksville retail location, through any marketplace or social storefront, during a live broadcast, or at a pop up or convention, are final, except as expressly provided in Section 3 or as required by applicable law.
2.2 This applies to, among other things:
- Sealed trading card game product (booster boxes, elite trainer boxes, blisters, tins, bundles, displays, cases)
- Raw singles, trading cards, and sports cards
- Graded and encapsulated items (PSA, CGC, BGS, SGC, CBCS, and equivalents)
- Comic books and graphic novels
- Toys, statues, and Prestige Collectibles
- Licensed figures and limited editions
- Event exclusives and allocated releases
- Memorabilia and autographed items, signed and unsigned
- Consignment Items
- Event tickets and entry fees (see the Event, Ticket and Organized Play Terms)
- Store credit and trade in credit
- Clearance, open box, and "as is" designated items
2.3 Never eligible for return or refund. The following are not eligible under any circumstance:
- Sealed product that has been opened
- Break, pull, or pack results, including dissatisfaction with what came out of a product
- Grading outcomes, before or after purchase, including a grade lower than expected
- Authentication disagreements arising after the item left our possession
- Certificate, hologram, slab, or label style and version variations
- Changes in market value, appreciation, or depreciation
- Subjective preference on centering, corners, edges, gloss, signature placement, or similar characteristics disclosed in Section 2.4
- Items damaged by the customer, by third party handling, or by environmental conditions after delivery
- Items sent to a freight forwarder or reshipper
2.4 Collectibles are manufactured and distributed goods, not perfect objects. Minor factory imperfections in packaging, print, cut, centering, edge wear on sealed product, and shelf handling marks are normal and expected, are not defects, and are not a basis for a claim. See the Condition, Grading and Authenticity Disclosure for the standards we apply and disclose.
SECTION 3 — THE TWO EXCEPTIONS
A claim is eligible only if it falls into one of these two categories.
3.1 Verified shipping damage. The item was damaged in transit, and the damage is documented under Section 4.
3.2 Manufacturer defect. The item arrived with a defect attributable to the manufacturer, and the defect is documented under Section 4. Manufacturer defect claims may be routed to the manufacturer where the manufacturer administers its own replacement program.
3.3 Wrong item shipped. If we shipped an item other than the one you ordered, contact us and we will correct it at our expense. This is our error, not a return, and is not subject to any fee.
SECTION 4 — HOW TO FILE A CLAIM
4.1 Deadline. You must submit a complete claim within 7 calendar days of the delivery date shown by the carrier, or within 7 calendar days of pickup for a local pickup order.
4.2 Where to send it. Email support@prime151.com with the subject line: "Damage Claim - Order #XXXX."
4.3 Required documentation. A claim is complete only when it includes all of the following:
- Clear photographs of the outer shipping box on all sides, with the shipping label legible
- Photographs of the inner packaging materials as received
- Clear, well lit photographs of the damage or defect on the item
- A photograph of the certificate, hologram, or slab label, if applicable
- A written description of the problem
- Your order number
4.4 Retain everything. Do not discard the item, the shipping box, or any packaging material until the claim is fully resolved. Carriers and insurers routinely require physical inspection. Discarding packaging is the single most common reason a claim is denied, and a denial on that basis is not something we can reverse.
4.5 Our response. We acknowledge claims within 2 business days and aim to reach a determination within 10 business days of receiving complete documentation. Where an insurer or carrier investigation is required, resolution follows their timeline, and we will keep you updated.
4.6 Approved claims. If a claim is approved we will, at our discretion and based on availability: replace the item, repair or replace a component where the manufacturer supplies one, issue a refund to the original payment method, or issue store credit. Where an identical replacement is unavailable, which is common with limited product, a refund or store credit is the remedy.
4.7 Returning an item. If we ask you to return an item, it must be shipped back within 14 calendar days of our approval, in the packaging we specify, with the tracking number provided to us. We supply a prepaid label for approved damage and defect claims.
4.8 Incomplete or late claims. Failure to meet the documentation requirements or the deadlines in this Section voids eligibility. We apply these requirements consistently to every customer.
SECTION 5 — CHAIN OF CUSTODY
5.1 We document order integrity through intake photography, condition notes, packing verification photography, timestamped records, weight logs, and certificate verification where applicable.
5.2 Every claim is compared against that record.
5.3 Submitting a swapped, altered, substituted, or different item than the one we shipped results in immediate claim denial, permanent account termination, forfeiture of any pending refund, and reporting to payment processors, marketplaces, and where warranted, law enforcement. This is fraud under Section 20 of the Terms of Service.
SECTION 6 — DISCRETIONARY RETURNS (EXCEPTIONS ONLY)
6.1 Outside of Sections 3 and 4, we have no obligation to accept a return. We may, entirely at our discretion, accept one.
6.2 A discretionary return request must be made within 7 calendar days of delivery and must meet all of the following:
- The item is unused, unopened, and in original, resalable condition with all packaging, inserts, and accessories
- Any factory seal, shrink wrap, slab, or security seal is intact and unbroken
- You pay return shipping and insure the return for full value
- The item passes our inbound inspection
6.3 Restocking fee. An approved discretionary return is subject to a restocking fee of up to 15% of the item price, deducted from the refund. The fee reflects our actual costs of inspection, re listing, re photography, and lost shelf time.
6.4 Items that fail inbound inspection are returned to you at your expense, or held for 30 days and then disposed of.
6.5 Discretionary returns are never available for the categories listed in Section 2.3, for Consignment Items, for memorabilia, or for event tickets.
SECTION 7 — CANCELLATION
7.1 In stock orders. You may request cancellation before fulfillment begins. Email support@prime151.com with the subject line "Cancellation Request - Order #XXXX."
7.2 Once a shipping label has been created, an item has been packed, or fulfillment has otherwise begun, the order cannot be cancelled. At that point, Sections 3 through 6 apply.
7.3 Cancellation fee. Cancellation of an in stock order before fulfillment is subject to a 5% processing fee covering non recoverable payment processing costs. We waive this fee where the cancellation is at our request, arises from our error, or results from an allocation shortfall.
7.4 Pre-order cancellation. Pre-orders may be cancelled as follows:
| When you cancel | Fee |
|---|---|
| More than 30 days before the announced release date | No fee, full refund |
| 8 to 30 days before the announced release date | 5% of the pre-order total |
| 7 days or fewer before the announced release date | 10% of the pre-order total |
| After fulfillment begins | Cancellation not available |
7.5 Where a listing designates a deposit as non refundable, that designation is stated on the listing at the time of purchase and controls over the table in Section 7.4. A non refundable deposit is fully refunded if we cancel the pre-order or the allocation is lost.
7.6 Our cancellation. If we cancel an order or any part of it under Section 9 of the Terms of Service, we refund the affected amount in full with no fee. That refund is your sole and exclusive remedy.
7.7 Installment orders. Cancelling an order paid through an installment provider does not automatically cancel your agreement with that provider. Provider fees and interest already incurred are not refunded by us. Contact the provider directly.
SECTION 8 — REFUND METHOD AND TIMING
8.1 Approved refunds are issued to the original payment method. We cannot refund to a different card, account, or person.
8.2 We process approved refunds within 3 business days of approval. Your bank, card issuer, or installment provider then controls when the funds appear, typically 5 to 10 business days.
8.3 Original outbound shipping charges are not refunded except where the fault is ours under Section 3.1, 3.2, or 3.3.
8.4 Where a refund to the original method is impossible, for example an expired card or closed account, we issue store credit of equal value. See the Store Credit and Trade-In Terms.
8.5 Partial refunds are issued where only part of an order is affected.
SECTION 9 — RETURNS AT OUR RETAIL LOCATION
9.1 Our retail location is 358 Broadway Mall, Suite 460, Booth 11, Hicksville, NY 11801.
9.2 In store purchases may be addressed in store, in person, within 7 calendar days, with the original receipt, and only under Sections 3 and 6 of this Policy.
9.3 The retail location cannot process:
- Returns or claims for online orders placed on prime151.com
- Returns or claims for marketplace, social storefront, or live sale orders, which must go through that platform or through support@prime151.com
- Returns of Consignment Items
- Returns of memorabilia, signed or unsigned
- Returns of opened or tampered sealed product
- Returns of items purchased at a pop up, convention, or event
9.4 The retail location does not accept mail, carrier deliveries, or unauthorized drop offs. Anything sent or left there is refused. The only address for returns and mail is the mailing address in Section 15.
9.5 Local pickup orders. An order placed online for local pickup follows the online rules in this Policy, not the in store rules, and is claimed through support@prime151.com.
SECTION 10 — MEMORABILIA, AUTOGRAPHS AND CONSIGNMENT
10.1 All memorabilia, including signed items, framed displays, posters, props, celebrity autographs, and sports memorabilia, is final sale.
10.2 Natural variation in stroke, angle, pressure, ink flow, marker type and color, signature placement, and certificate or hologram version is not a defect and is not a basis for a claim.
10.3 Consignment Items are final sale and may ship from our facility or from the consignor's registered location. The documentation requirements in Section 4 apply identically.
10.4 We are not responsible for authentication disputes arising after delivery, third party re authentication outcomes, grading opinions, or environmental and handling conditions after possession.
10.5 The only exception in this Section is verified shipping damage documented under Section 4.
SECTION 11 — SHIPPING INSURANCE AND CLAIMS
11.1 Every outbound shipment is insured. Coverage tier is determined by declared order value, and enhanced coverage plus signature confirmation applies to Prestige Collectibles and memorabilia. See the Shipping and Delivery Policy for the current tier schedule.
11.2 Insurance protects the shipment against carrier loss and transit damage. It does not cover theft after a confirmed delivery scan, damage caused after delivery, or losses arising from an incorrect address supplied by you.
11.3 Insurance and carrier claims require the documentation in Section 4. Failure to retain packaging will result in denial by the carrier or insurer, and that denial is final and outside our control.
11.4 Where a claim is paid by an insurer, that payment is the measure of the remedy. We assist with every claim, but we cannot compensate beyond the insurer's or carrier's determination.
SECTION 12 — LOSS, DELAY AND POST-DELIVERY
12.1 Risk of loss and title pass to you when we tender the shipment to the carrier. See Section 4 of the Shipping and Delivery Policy.
12.2 We are not liable for carrier delay, weather or transit disruption, misrouting, an incorrect or incomplete address you supplied, refused delivery, theft after a delivery scan, or environmental damage after delivery.
12.3 Marked delivered but not received. If tracking shows delivery and you did not receive the package, notify us within 7 calendar days. We will open a carrier trace and assist with the claim. Carrier and insurer determinations are final.
12.4 Undeliverable and refused packages. A package returned to us as undeliverable, refused, or unclaimed is refunded less original shipping, return shipping, and any applicable restocking fee under Section 6.3.
SECTION 13 — PAYMENT DISPUTES AND CHARGEBACKS
13.1 Contact us first. Before filing a chargeback or payment dispute, you agree to contact support@prime151.com and allow us a reasonable opportunity to resolve the issue. Most disputes are the result of a misunderstanding we can fix in a single email, and doing so is faster for you than a bank investigation.
13.2 We do not charge a fee for filing a dispute. You have the right to dispute a charge with your issuer.
13.3 What we do instead. When a dispute is filed, we submit a complete evidence package to the issuer, including order records, the accepted terms at the time of purchase, delivery tracking and scan data, packing and intake photography, chain of custody records, and all correspondence.
13.4 Consequences of a dispute filed in bad faith. Where a dispute is filed without first contacting us, is resolved in our favor, or is filed on an order that was delivered and undamaged, we may, consistent with our card network obligations and applicable law:
- Restrict or permanently close your account and refuse future service across all channels
- Cancel any open or pending orders
- Decline to release any pending refund until the dispute is withdrawn or resolved
- Recover our documented costs through lawful means, including referral to collections
- Report the account to marketplaces and platforms where permitted
13.5 Coordinating disputes across multiple accounts, or filing a dispute after receiving a refund or replacement, is fraud under Section 20 of the Terms of Service.
13.6 Installment provider disputes. A dispute raised with an installment provider does not override this Policy. Your obligations to that provider are governed by your agreement with them.
13.7 Marketplace disputes. Orders placed on eBay, TCGplayer, CardTrader, Mana Pool, TikTok Shop, Temu, or another marketplace are subject to that platform's dispute, buyer protection, and condition guarantee processes, which control for that transaction to the extent the platform requires. Where a marketplace applies its own condition or grading standard, that standard governs the claim on that platform.
SECTION 14 — STORE CREDIT AND TRADE-INS
14.1 Store credit is non refundable, is not redeemable for cash except where applicable law requires, does not expire, and carries no fees. Full terms are in the Store Credit and Trade-In Terms.
14.2 We do not currently sell or issue gift cards.
14.3 Trade ins are final once accepted. See Section 6 of the Store Credit and Trade-In Terms before trading anything to us.
SECTION 15 — CONTACT
Claims and returns: support@prime151.com Subject line: "Damage Claim - Order #XXXX" or "Cancellation Request - Order #XXXX"
Mailing and returns address (the only address for mail and returns): Prime 151 Collectibles 192 Merritts Rd, Ste B, PMB 311 Farmingdale, NY 11735
Do not ship a return without an approved claim and instructions. Unauthorized returns are refused and returned at your expense.
SECTION 16 — ACKNOWLEDGMENT
By purchasing from Prime 151 Collectibles through any channel, you acknowledge and agree that you have had the opportunity to read this Policy, that all sales are final except as stated in Section 3, that the claim windows and documentation requirements in Section 4 apply to you, that chain of custody rules apply, that consignment and memorabilia conditions apply, and that failure to read this Policy does not exempt you from it.
If something is wrong with your order, tell us. We would rather fix it than argue about it.