Scope and support
This policy covers gem purchases, card entitlements, and physical delivery through PackMagic, operated by Brightwave Products Inc. Contact support@usebrightwave.com with your order, opening, or shipment reference. These proposed terms preserve mandatory consumer, payment-dispute, warranty, and cancellation rights.
Demo activity creates no purchase, refundable payment, or physical shipment. Live checkout and delivery are available only when enabled for an eligible account and destination.
What a card award means
A standard-card award is an entitlement to the card described in your receipt. We source standard cards after you confirm withdrawal. A catalog image is a reference, not a photograph of a particular reserved copy. Graded and other stock-required special cards reserve a held unit at settlement.
The stated edition, language, condition, and grade are part of the entitlement. We will not substitute a different card or materially different condition without your agreement. If we cannot supply the described card, we must contact you and arrange an agreed replacement or appropriate cancellation and refund remedy. We will not force gem credit where a monetary refund is legally required.
Requesting a shipment
Select available, unlocked cards in Collection and provide an accurate supported United States delivery address, including any apartment or unit. Review the shipping service, selected cards, shipping charge, tax, total gem charge, and quote expiry before confirming. Only destinations approved for the service are eligible.
A quote does not reserve cards or start purchasing. Confirmation rechecks ownership, locks, availability, balance, address eligibility, and quote expiry, then reserves the cards and begins fulfillment. An expired quote must be refreshed. A successfully recovered confirmation returns the original shipment rather than charging again.
Dispatch timing and delays
The effective service must give you a supported dispatch estimate before accepting a shipment request. Sourcing time and carrier transit time are different. A catalog listing does not guarantee immediate dispatch. Where applicable law imposes a default shipping deadline because no time was stated, that deadline governs.
If we cannot ship within the promised or legally required period, we will notify you with a revised estimate, explain your cancellation and refund options, and obtain any required consent to wait. Silence will not be treated as consent where the law requires an affirmative response. If we cannot fulfill the order or obtain required consent, we will cancel the affected order and provide the required refund.
A restriction on self-service cancellation after procurement starts does not override a legal right to cancel a delayed order. The date from which a shipping obligation begins, including the treatment of a card entitlement held before withdrawal, must follow applicable law and the final approved transaction structure.
Cancelling a shipment
The app permits ordinary shipment cancellation before any purchasing task has been ordered or physical dispatch recorded. A successful cancellation returns the reserved cards to your collection and restores the shipping charge to the same gem sources that funded it. It does not automatically exchange the cards or refund a separate gem purchase to a bank card.
Once sourcing or dispatch has begun, contact support. The app may no longer offer a cancellation button, but we will assess any remaining contractual or statutory cancellation right. Do not assume that sending an email has cancelled a parcel already in transit.
Tracking, address problems, and delivery
We add the carrier and tracking reference after dispatch. Carrier tracking can take time to update. The app's shipment status may depend on a staff update after carrier confirmation; it is not a guarantee of real-time carrier information. Shipment notifications are optional and do not replace the shipment record.
Tell us promptly about an incorrect address, failed delivery, or returned parcel. We will explain available corrections and any reasonable, disclosed redelivery charge before asking you to authorize it. We will not treat a carrier scan as conclusive if you report a missing delivery, or automatically disclaim responsibility for every parcel once it is handed to a carrier.
Wrong, damaged, missing, or questionable cards
Contact support promptly if a shipment is missing, damaged, materially different from its description, or raises an authenticity concern. Include the shipment reference and, where possible, photographs of the card, protective packaging, and shipping label. Keep the packaging while we investigate. Do not post address labels publicly.
We will investigate and arrange an appropriate remedy, which may include replacement, return, or refund. If a return is necessary because we supplied an incorrect, damaged, or materially misdescribed item, we will provide a reasonable return method at our expense. A support reporting preference does not shorten a statutory claim period.
A change in market value or disappointment with an accurately disclosed random result is not a defect. Do not send a card to an unconfirmed address. Contact support for instructions before returning it. Any change-of-mind return right required by law still applies.
Gem purchase refunds
Contact support to request review of an accidental, duplicate, unauthorized, failed, or otherwise disputed charge. An ordinary gem purchase does not become refundable solely because a completed opening returned a low-value card. An error, unauthorized payment, failure to provide what was purchased, or mandatory legal right requires separate review.
For unused purchased gems, including during account closure, the proposed policy is to reconcile the verified unused paid amount against the original orders, spending, refunds, and chargebacks and offer any applicable refund to the original payment method. Promotional gems and card-exchange credits do not automatically convert to money. We will explain the calculation rather than treating the total wallet balance as a cash balance.
An approved monetary refund is processed through the payment provider and cannot exceed the refundable amount of the relevant charge, without limiting any separate legal remedy. The proposed service target is to initiate an approved refund within five business days after verification and approval, or sooner where legally required. Your bank or payment provider determines when the credit appears. PackMagic will not require acceptance of promotional credit instead of a monetary refund that is owed.
Refund adjustments and disputes
A refund or lost payment dispute reverses the corresponding gem credit once. The current reversal process uses available purchased gems first and can then use other available gem sources. If the available balance cannot cover a reversal, the account records an unresolved amount and new prize actions may be restricted while it is reviewed. A refund calculation must account for these adjustments and any previous recovery.
We will investigate a disputed adjustment using transaction records and explain the resolution. We will not issue duplicate recovery, charge a different payment method without consent, or prevent you from exercising lawful chargeback rights. A dispute does not authorize automatic forfeiture of unrelated cards.
Closing an account
Requesting deletion does not settle every card or payment automatically. We must identify remaining obligations and agree on any required fulfillment, refund, or voluntary surrender. You are not required to make another purchase or continue playing to request deletion. The account deletion policy describes the process and retained records.