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Buyer Protection Policy
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Buyer Protection Overview
Your Purchases Are Protected
Every purchase on Double Holo is protected by our comprehensive Buyer Protection Policy. If something goes wrong with your order, we'll investigate and try to make it right.
Double Holo's Buyer Protection guarantees that you receive the exact item you ordered in the condition described, or you get your money back. Our protection covers:
- Item Never Arrived: Full refund if item not delivered within expected timeframe
- Counterfeit Items: 100% refund + seller ban for fake or replica cards (DO NOT return the item to the seller; shipping suspected fake items to Double Holo fraud team may be required)
- Significantly Not as Described: Refund when item materially differs from listing (returning the item to the seller is required)
- Wrong Item Received: Full refund when you receive completely different item (returning the item to the seller is required)
- Damaged in Transit: Refund when item arrives damaged (returning the item to the seller is required)
- Unauthorized Charges: Protection against fraudulent transactions
What's Covered
Double Holo's Buyer Protection covers the following situations when you file a claim within 72 hours of delivery (or expected delivery):
1. Item Not Received
Coverage: Full refund if your item doesn't arrive within the expected delivery window (14 days after the expected delivery date).
Requirements: Item must not show as delivered in tracking, or tracking shows delivery to wrong address. You must wait until 14 days after the expected delivery date passes before filing claim.
Resolution: Immediate full refund when tracking shows non-delivery or delivery to incorrect address.
2. Item Significantly Not as Described
Coverage: Refund when item materially differs from the listing description or photos.
Examples of Covered Claims:
- • Card listed as "Near Mint" arrives with creases, heavy scratching, or damage
- • Wrong edition received (Unlimited instead of 1st Edition)
- • Major undisclosed damage (water damage, torn card, etc.)
- • Raw card received when graded card was purchased
- • Wrong language or set received
Resolution: Return item for full refund, or keep item with partial refund (case-by-case basis).
3. Wrong Item Received
Coverage: Full refund when you receive a completely different item than ordered.
Examples: Ordered Charizard, received Pikachu. Ordered Base Set, received Jungle Set.
Resolution: Return for full refund. Seller covers return shipping.
4. Counterfeit or Fake Item
Coverage: 100% refund + seller account suspension for counterfeit, replica, or proxy cards.
Process: DO NOT return item to seller. Contact Double Holo immediately with photos showing counterfeit indicators. We investigate thoroughly.
Resolution: Immediate full refund upon verification. Seller banned. You may keep or destroy counterfeit item.
5. Item Damaged in Transit
Coverage: Refund when item arrives damaged due to shipping (when seller purchased insurance).
Requirements: You must document damage immediately upon receipt (photos of packaging and item). Report within 48 hours of delivery.
Resolution: Full refund when seller's insurance claim is approved, or partial refund based on damage severity.
6. Unauthorized Transaction
Coverage: Full refund if your account was compromised and unauthorized purchase was made.
Requirements: Report within 24 hours of discovering unauthorized charge. File police report for fraud.
Resolution: Immediate account freeze, investigation, full refund, and assistance with law enforcement.
What's NOT Covered
❌ Buyer Protection Does NOT Cover:
Buyer's Remorse / Change of Mind
All sales are final. You cannot return an item simply because you changed your mind, found it cheaper elsewhere, or no longer want it. This includes impulse purchases, accidental purchases, or price drops after purchase.
Minor Condition Disagreements
Small differences in condition assessment (e.g., you think it's "Lightly Played" but seller called it "Near Mint") are not covered unless the difference is extreme. Minor whitening, centering variations, or slight edge wear on cards listed as Near Mint are subjective and not grounds for an enforced return & refund; however, you can request a return or partial refund from the seller through the messaging system.
Damage After Delivery
Damage that occurs after you receive the item is not covered. This includes damage you cause while opening, inspecting, or handling the card.
Claims Filed After 72 Hours
You must file claims within 72 hours (3 days) of delivery (or expected delivery for non-receipt claims). Late claims are not eligible for protection. For items that are under the $40 threshold that were shipped untracked, you must file a claim within 14 days of the item being marked as "shipped".
Items Accepted "As-Is"
Items explicitly listed "damaged" with clear damage disclosure are not covered for condition complaints. If the item is not listed as damaged, you can request a return or partial refund from the seller through the messaging system.
Price Fluctuations
If market value decreases after purchase, you cannot claim "overpaid" or request partial refund. Prices are set by sellers and market conditions change.
Grading Discrepancies (Raw Cards)
If you purchase a raw card and later send it for grading, receiving a lower grade than you expected is not covered. Seller's condition assessment is based on their judgment of the raw card.
Fraudulent Claims
Filing false claims (e.g., claiming non-receipt when item was delivered, claiming counterfeit on genuine items) will result in account termination and potential legal action.
Counterfeit & Authenticity Protection
Zero Tolerance for Counterfeits
If you receive a counterfeit item, you are 100% protected. The seller will be immediately banned, and you will receive a full refund. DO NOT return counterfeit items to the seller. You may be asked to ship the item to the Double Holo fraud department for investigation and verification.
What Qualifies as Counterfeit
- Fake cards attempting to replicate official Pokemon TCG cards
- Replica or reproduction cards, regardless of quality
- Proxy cards used for gameplay that resemble official cards
- Custom or fan-made cards not produced by official licensees
- Cards with altered/fake grading slabs or certification
- Cards with modified holo patterns, colors, or text
How to Spot Counterfeits
Common Counterfeit Indicators:
- ✓ Incorrect card thickness or texture (too glossy or too matte)
- ✓ Poor print quality, blurry text, or incorrect font
- ✓ Wrong back design or coloring on Pokemon card back
- ✓ Missing or incorrect holo pattern
- ✓ Card fails the "light test" (real cards show black layer in middle)
- ✓ Incorrect copyright information or missing trademarks
- ✓ Suspiciously low price for high-value cards
If You Receive a Counterfeit Item
DO NOT Return to Seller
Keep the item as evidence. Returning it gives seller opportunity to resell to another victim.
Contact Double Holo Immediately
Email support@doubleholo.com with "COUNTERFEIT CLAIM" in subject line within 72 hours of delivery.
Provide Detailed Photos
Front, back, side view showing thickness, close-ups of text/holo, comparison with known authentic card if possible.
We Investigate
Our team (and authentication experts for high-value items) verifies authenticity within 3-5 business days. You may be required to ship the item to the Double Holo fraud department for investigation and verification.
Immediate Resolution
If confirmed counterfeit: Instant full refund, seller banned, seller reported to authorities.
⚠️ Warning: False Counterfeit Claims
Filing a false counterfeit claim on a genuine item is considered fraud and will result in immediate account termination. Only file counterfeit claims when you have legitimate evidence the item is fake.
How to File a Buyer Protection Claim
If you have an issue with your order, follow these steps to file a claim:
Step 1: Contact the Seller First (Recommended)
Many issues can be resolved quickly by messaging the seller through Double Holo's messaging system. Sellers often provide replacement, partial refund, or other resolution without formal claim. This is optional but recommended for faster resolution.
Step 2: File Your Claim
Go to your Order Details page and click "Dispute Order" or email support@doubleholo.com. Alternatively, go to help.doubleholo.com and click "Get Help".
Required Information:
- • Order number
- • Clear description of the problem
- • Photos showing the issue (required for most claims)
- • Your preferred resolution (refund or replacement)
Step 3: Seller Response Period
Seller has 72 hours to respond with their evidence. If seller doesn't respond, claim is automatically approved in your favor.
Step 4: Double Holo Review
Our team reviews both parties' evidence and makes a fair decision within 3-5 business days. We may request additional information from either party.
Step 5: Resolution
If you win the claim: You'll receive a full refund or partial refund (depending on issue). For most claims, you'll need to return the item to the seller (return label provided).
If seller wins: No refund issued. Item is as described per listing photos and description.
For counterfeit claims: No return to seller required. Immediate refund upon verification. You may be asked to ship the item to the Double Holo fraud department for investigation and verification.
💡 Claim Success Tips
- ✓ File claims within 72 hours of delivery
- ✓ Provide clear, high-resolution photos from multiple angles
- ✓ Be specific about the issue (not just "not as described")
- ✓ Reference listing photos/description in your claim
- ✓ Respond quickly if we request additional information
- ✓ Be honest - false claims result in account termination
Returns & Refund Process
When your claim is approved, here's what happens next:
Return Process (For Most Claims)
Receive Return Label
Double Holo provides prepaid return shipping label. Seller pays for return shipping.
Package Item Securely
Return item in original packaging if possible. Use toploader and bubble mailer for cards. Take photos before shipping.
Ship Within 7 Days
You have 7 days to return the item using provided label. Upload tracking number to claim.
Refund Issued
Once seller receives return (or tracking shows delivered), full refund is processed to your original payment method within 3-5 business days.
No-Return Scenarios
You do NOT need to return item for:
- ✓ Counterfeit items: Ship to Double Holo fraud department, instant refund upon verification
- ✓ Item never received: Nothing to return, immediate refund
- ✓ Partial refunds: Keep item, receive partial refund for minor issues
- ✓ Damaged items (total loss): Refund without return
Refund Timeline
Evidence Requirements for Claims
To increase your chances of claim approval, provide clear evidence:
📸 Photo Evidence Guide
For "Not as Described" Claims:
- Clear photos of front and back of card
- Close-ups of specific defects not shown in listing
- Side-by-side comparison with listing photos (screenshot listing)
- Photos showing card edges, corners, surface scratches
- Use good lighting to show true condition
For "Wrong Item" Claims:
- Photo of item received next to order confirmation showing what was ordered
- Clear photo showing card name, set, and number
- Photo of packaging/shipping label to confirm correct order
For "Damaged in Transit" Claims:
- Photos of damaged outer packaging
- Photos of damaged inner packaging (envelope, toploader, etc.)
- Photos of damage to card itself
- Photos taken immediately upon opening (timestamp preferred)
For "Counterfeit" Claims:
- Front and back of card showing print quality
- Side view showing card thickness
- Close-up of text, holo pattern, and copyright info
- Comparison with known authentic card if available
- Photo showing "light test" result if possible
📝 Written Description Guide
Good claim description example:
Bad claim description example:
Be specific about:
- What the listing stated vs. what you received
- Specific defects or discrepancies
- How the item differs from listing photos/description
- Your desired resolution (full refund, partial refund, replacement)
💡 Pro Tip: Take photos/videos immediately when you receive your order, even if it looks fine. This protects you if you discover issues later and provides timestamp evidence.
Protection Timeline & Deadlines
Purchase Complete
Your order is confirmed. Seller has 3 business days to ship.
Expected Shipping Date
If seller doesn't ship within 3 days, you can cancel for full refund.
Typical Delivery Window
Most orders arrive within 7 days. Track your package via tracking number.
Claim Filing Deadline
CRITICAL: You MUST file claims within 72 hours (3 days) of delivery (or expected delivery for non-receipt). Claims filed after 72 hours are not eligible for protection.
Seller Response
Seller has 72 hours to respond to your claim. No response = automatic approval in your favor.
Claim Resolution
Double Holo makes final decision within 3-5 business days of seller response.
⚠️ Don't Miss the Deadline!
The 72-hour claim window is firm. Claims filed after 72 hours cannot be processed, regardless of the issue. Inspect your item immediately upon delivery and file claims promptly if there are issues.
Credit Card Disputes & Chargebacks
🚫 CRITICAL: Credit Card Disputes Are PROHIBITED
Filing a credit card dispute or chargeback will immediately make you ineligible for any refund through the Double Holo platform and will result in buyer account termination.
Filing a credit card chargeback without returning the items is considered fraud and may result in legal action.
Required Dispute Process
Buyers are expected to resolve ALL disputes through Double Holo's official channels:
- ✓ Option 1: Use the built-in "Dispute Order" functionality on your Order Details page
- ✓ Option 2: Create a claim through Double Holo's Help Center at help.doubleholo.com
- ✓ Option 3: Email support@doubleholo.com with your order number and issue details
Consequences of Credit Card Chargebacks
Immediate Account Termination
Your buyer account will be permanently banned from the Double Holo platform. You will lose access to all pending orders, saved listings, and account history.
Ineligibility for Platform Refunds
Once a chargeback is filed, you are no longer eligible for any refund through Double Holo's Buyer Protection Policy, even if your claim would have been approved.
Fraud Investigation
Filing a chargeback without returning items to the seller is considered fraud. Double Holo reserves the right to pursue legal action and report fraudulent chargebacks to appropriate authorities.
⚠️ Why This Policy Exists
Double Holo provides comprehensive Buyer Protection with fair dispute resolution. Credit card chargebacks:
- • Bypass our fair investigation process
- • Unfairly penalize honest sellers with chargeback fees
- • Can be abused to keep both items and money (fraud)
- • Take 30-90 days vs. our 3-5 day resolution time
✅ Use Double Holo's Protection Instead
Our Buyer Protection Policy is designed to resolve disputes quickly and fairly. File a claim through our platform within 72 hours of delivery, and we will investigate thoroughly and provide a resolution within 3-5 business days. This protects both buyers and sellers while ensuring fair outcomes.
Safe Buying Tips
Protect yourself by following these best practices when purchasing on Double Holo:
✅ Smart Buyer Habits
- ✓ Read entire item description carefully
- ✓ Zoom in on all listing photos
- ✓ Check seller ratings and reviews
- ✓ Ask questions before purchasing
- ✓ Screenshot listing (proof for claims)
- ✓ Inspect item immediately upon delivery
- ✓ Photo/video unboxing for high-value items
- ✓ File claims within 72 hours
- ✓ Keep all packaging until claim window ends
- ✓ Use secure internet connection
❌ Red Flags to Avoid
- ✗ Prices far below market value (likely fake)
- ✗ Poor quality or stock photos only
- ✗ Sellers with very low ratings
- ✗ Vague descriptions like "good condition"
- ✗ Seller asks to complete sale off-platform
- ✗ Seller pressures "buy now before it's gone"
- ✗ No close-up photos of card condition
- ✗ Multiple negative reviews mentioning fakes
- ✗ Seller can't answer basic questions
- ✗ High-value items from brand new sellers
🎯 Buying High-Value Items ($500+)
Extra Precautions:
- Only buy from sellers with sale history and high ratings
- Require multiple detailed photos from seller
- Ask seller about authentication/grading history
- Video record your unboxing (timestamp proof)
- Consider professional authentication after receipt
- Ensure tracking shows signature confirmation
- Keep all documentation for 90 days minimum
Need Help with Your Purchase?
Our buyer protection team is ready to assist. Contact us at support@doubleholo.com or dispute order through your Order Details page.
Related Policies: Seller Protection • Trade Protection • Terms of Service