Keeper of the Secret Lair [Heroes of the Realm 2019]

Returns and Refunds

To submit a request to return single cards or other merchandise, please contact our Customer Service team within forty-eight (48) hours of the order’s delivery. If your return request is authorized, the return must be postmarked and shipped within seven (7) calendar days of the authorization.

After our warehouse receives your authorized return, we will issue a full refund in the original payment method, less any shipping charges, or as agreed upon via the return authorization.

We are not responsible for return shipments lost before delivery, and we highly recommend any return be shipped with a tracking number.

Returning Single Cards

Requests to return single cards are evaluated on a case-by-case basis, and we reserve the right to decline any such requests.

Returning All Other Merchandise

Factory-sealed products may not be returned after they have been opened. If the contents of your factory-sealed product contain manufacturing imperfections, such as missing, miscut, or misprinted items, please contact the manufacturer of the product to request a replacement.

Apparel that has been laundered, worn, or altered in any way may not be returned.

Returning Items in Person

To return an online order either at our store, please contact our Customer Service team and include information about the date and location you’d like to make the return. If your return request is authorized, you may deliver the items at the specified location. Your refund will be processed when the items are received back at our store.

Cancellations.

Cancelling multiple preorder items may result in a 10% cancellation fee.

Problems with an Order

If your online order contains a discrepancy or the condition of the items is not as described, please contact our Customer Service team with both your order number and a description of the problem within forty-eight (48) hours of delivery.

If the product is defective or does not meet the stipulated condition, as appraised by Grey Ogre staff members, a full refund may be processed.

If the user claims the product is defective or does not meet the stipulated condition, but is found to be in working order/in the correct condition, as appraised by Grey Ogre staff members, there will be no refunds.

Ban and Reprint Return Policy

If Wizards of the Coast publishes a ban and/or reprint announcement, you may return cards purchased online from Grey Ogre Games up to fourteen (14) days prior to that announcement for a full refund in store credit. The return must be postmarked within fourteen (14) days of the announcement.

The Ban and Reprint Return Policy applies only to cards purchased via the website greyogregames.com, and greyogre.com, excluding basic lands. This policy does not apply to cards purchased in-person at an event or at our store.

To initiate a return

    Package any cards being returned securely.
    Include the Order ID number of your original order, along with the email address associated with that order.
    Ship your return to:

    Grey Ogre Games
    Attention: Ban and Reprint Return
    83 Club Street #04-01
    Singapore 069451

You are responsible for all shipping related costs associated with returns. Because we are unable to issue a refund for any return that is lost in transit, we highly recommend that you use a trackable and insured shipping method.

Any cards being returned must be received in the same condition that they were delivered in. If any cards included in your return arrive in a lesser condition, we will contact you before taking further action.

Store credit will be issued to the same account from which the cards were originally purchased.

If you have questions about our Ban and Reprint Return Policy or require assistance with a return, please contact us.

Abuse of Return/Refund/Cancellation Policy

In the event of repeated instances of returns/refunds/cancellations from any user, if these instances are deemed to be without grounds or within the conditions stipulated on the condition guide/item description, users may have their accounts terminated and all store credit revoked.