Standard Terms of Return and Refund Policy

1. INTERPRETATION AND DEFINITIONS

1.1 Definitions. In this Policy, unless the context otherwise requires, the following capitalised terms shall have the meanings set forth below:

• "Company", "we", "us", or "our" refers to ArchWizard Entertainment Pte. Ltd. (UEN: 202441579M).
• "Customer", "you", or "your" refers to any natural person or legal entity purchasing, ordering, acquiring, or attempting to acquire Goods or Services from the Company.
• "Goods" refers to all products offered for sale by the Company, including but not limited to refurbished electronics/hardware, trading card game (TCG) products (whether sealed, single cards, or preorders), accessories, and general merchandise.
• "Order" means any purchase order, preorder, or transaction placed by the Customer and accepted by the Company for the supply of Goods.
• "Policy" means this Terms of Return and Refund Policy, as amended, modified, or supplemented from time to time.
• "Preorder" means an advance order placed for Goods prior to their official market release date or physical availability.
• "Services" refers to all retail operations, online platforms, e-commerce stores, physical premises, and transactional channels operated by the Company.
• "Store Credit" means non-transferable, non-cash credit issued to a Customer’s official registered account with the Company, usable solely for purchasing Goods from the Company.
• "Terms of Service" means the general Terms of Service governing the use of the Company’s platforms, incorporating and operating alongside this Policy.

1.2 Headings. Clause headings are inserted for convenience of reference only and shall not affect the interpretation or construction of this Policy.

2. LEGISLATIVE FRAMEWORK AND CONSUMER RIGHTS

2.1 Governing Law. All transactions and this Policy shall be governed by, and construed in accordance with, the laws of the Republic of Singapore.

2.2 Statutory Rights (Lemon Law Preservation). Nothing in this Policy shall exclude, restrict, or modify any statutory condition, warranty, right, or remedy implied or conferred by the Consumer Protection (Fair Trading) Act (Cap. 52A) ("CPFTA") or the Sale of Goods Act (Cap. 393) of Singapore that cannot be excluded, restricted, or modified by contract. To the extent permissible by law, all other warranties, statutory or otherwise, express or implied, are expressly disclaimed.

2.3 Operational Discretion. Subject strictly to Clause 2.2, all return requests, refunds, exchanges, or store credit applications outside statutory defect obligations are granted purely at the Company's operational discretion, subject to the conditions set forth in this Policy and the Terms of Service.

3. CONTRACT FORMATION AND ACKNOWLEDGEMENT

3.1 Binding Agreement. By placing an Order, completing a payment (in whole or in part), or receiving Goods, the Customer confirms that they have read, understood, and agreed to be legally bound by every provision of this Policy and the Terms of Service.

3.2 Irrevocable Acceptance. Ignorance, failure to read, or misunderstanding of this Policy or the Terms of Service shall not invalidate the binding nature of these terms nor constitute grounds for relief, cancellation, or payment dispute.

4. REFURBISHED PRODUCTS (NON-TCG MERCHANDISE)

4.1 Exclusion of Brand-New Goods. All brand-new (non-refurbished) products are strictly non-returnable, non-exchangeable, and non-refundable, except where required under Singapore law for inherent manufacturing defects.

4.2 Eligible Return Window for Refurbished Goods. Returns for refurbished Goods must be formally initiated within seven (7) calendar days from the earliest of:

1. The date of tax invoice issuance;
2. The date full or partial payment is received; or
3. The date the Goods are collected by or delivered to the Customer.

4.3 Conditions Precedent to Return. To qualify for consideration under Clause 4.2:

• In-Person Requirement: Returns must be physically presented in person by the Customer at the Company’s designated Singapore retail store. Returns submitted via postal service, courier, or third-party logistics will be rejected outright, and the Company accepts no liability for items lost or damaged via such unauthorized return attempts.
• Packaging and Accessories: The Goods must be returned with all original packaging, box contents, instruction manuals, accessories, cabling, and promotional items bundled therewith.
• Condition Standard: The Goods must remain in substantially the same condition as when issued. "Minimal inspection use" is strictly restricted to basic functionality verification that does not cause physical wear, scratches, cosmetic damage, software locking, security account binding, or alteration of resale value.

4.4 Technical Verification. All returned Goods shall undergo technical evaluation by the Company's qualified personnel. The Company reserves the right to verify serial numbers, check for liquid damage, unauthorized disassembly, software modifications, or user-inflicted misuse. The technical findings of the Company shall be conclusive for operational refund determination.

4.5 Approved Refunds for Refurbished Goods. Upon technical clearance, the Company may at its option issue compensation via:

• Option A: Store Credit (issued at 100% of the net purchase value); or
• Option B: Monetary Refund via PayNow, subject strictly to:
  1. An administrative and re-stocking deduction fee of between 5% and 10% of the transaction value; and
  2. Disbursement made exclusively to a Singapore-registered PayNow account tied to a valid NRIC/FIN or UEN matching the Customer’s registered account name. No cash, physical checks, credit card reversals, or telegraphic transfers to foreign accounts will be made.

4.6 Partial Value Reduction or Rejection. If the Goods are returned incomplete, cosmetically damaged, missing accessories, or showing signs of usage exceeding basic inspection, the Company reserves the right to apply a diminished-value fee (deducted from Store Credit/refund) or reject the return entirely and require the Customer to retrieve the Goods at their own expense within fourteen (14) days.

5. TRADING CARD GAME (TCG) PRODUCTS, PREORDERS, AND MERCHANDISE

5.1 Strict Market Fluctuation Acknowledgment. The Customer explicitly recognizes that TCG single cards, sealed boxes, preorders, and related collectibles are subject to immediate secondary market price volatility. As such, once released, allocated, collected, or delivered, all TCG Goods are STRICTLY FINAL SALE, non-refundable, non-returnable, and non-exchangeable under any circumstances, including change of mind or secondary market devaluation.

5.2 Preorder Payment Rules and Direct Instructions.

• Customers are explicitly instructed NOT to remit payment for Preorders until allocation results are officially announced and confirmed in writing by the Company.
• If a Customer remits payment prior to official allocation confirmation, the Customer explicitly agrees that:
  1. Such unauthorized premature payments are non-refundable via monetary channels prior to release;
  2. In the event of stock allocation shortfalls, funds paid will automatically convert into Store Credit;
  3. Store Credit withdrawals (monetary refund) will only be reviewed upon formal written application after the official product release date; and
  4. Any approved monetary refund shall be subject to a 10% administrative processing fee.

5.3 Manufacturer Allocation Shortfalls & Non-Fulfillment. If the Company is unable to fulfill a confirmed Preorder due to manufacturer cutbacks, supplier allocation reductions, or publisher cancellation, the Customer shall be entitled to either:

1. A 100% full monetary refund via PayNow without fee deductions; or
2. A 100% credit issued as Store Credit, at the Customer's written election.

5.4 Customer-Initiated Cancellation of Preorders. Where the Company accepts a Customer's written request to cancel an eligible Preorder prior to allocation or release:

• Default: 100% of the funds paid shall be converted to Store Credit.
• Monetary Option: If a monetary refund is specifically requested and granted, a 5% to 10% processing fee will be deducted from the refunded amount to cover non-refundable payment gateway charges and administrative overhead.
• Habitual Cancellations: Repeated cancellations may result in account termination under Clause 6 and Section 3 of the Terms of Service.

5.5 Prohibition of International Orders and Shipping Restrictions.

• Pursuant to Section 6.3 of the Terms of Service, the Company operates exclusively within the Republic of Singapore and does not provide international shipping.
• Any Order placed using an overseas delivery address or non-Singapore IP address designed to circumvent local restrictions will be automatically cancelled.
• Payments associated with cancelled international orders will be converted strictly to Store Credit. Under no circumstances will telegraphic transfers or cross-border monetary refunds be executed to foreign bank accounts.

6. PREVENTION OF SYSTEM ABUSE, FRAUD, AND MISREPRESENTATION

6.1 System Abuse Defined. The Company maintains zero tolerance for payment system manipulation, commercial scalping, and unfair purchasing tactics. Engaging in any of the following shall constitute a material breach of contract:

• Submitting payment for Preorders contrary to explicit published notices;
• Utilizing automated checkout tools, bots, or unauthorized payment channels to bypass purchase limits or allocation caps;
• Registering or operating multiple accounts (whether using alias names, altered contact details, or false credentials) in violation of Section 3.3 of the Terms of Service;
• Initiating preemptive payment disputes or chargebacks months prior to scheduled release dates; or
• Presenting false, altered, or fraudulent proof of purchase.

6.2 Remedial Actions. Upon detecting suspected fraud, misrepresentation, botting, or system abuse, the Company reserves the absolute right to immediately and without prior notice:

1. Unilaterally terminate and consolidate all accounts associated with the Customer or linked by IP/address/payment method;
2. Cancel all pending and future Orders across all associated accounts;
3. Forfeit any promotional benefits, discounts, or loyalty points;
4. Convert all unfulfilled transaction monies into Store Credit (less applicable administrative processing fees);
5. Permanently ban the Customer from physical premises and online storefronts; and
6. Report deceptive conduct to relevant law enforcement agencies, including the Singapore Police Force (SPF) and credit reporting agencies.

7. PAYMENT DISPUTES, UNAUTHORIZED CHARGEBACKS, AND LEGAL RECOVERY

7.1 Prohibition of Unjustified Chargebacks. The Customer agrees that initiating a chargeback, payment reversal, dispute, or transaction retrieval request with their card issuer, bank, or payment gateway for a transaction compliant with this Policy and the Terms of Service constitutes a material breach of contract. This includes disputes filed due to:

• Dissatisfaction with Preorder release schedules or manufacturer allocation delays;
• Premature payments made in violation of Clause 5.2;
• Secondary market price drops after purchase; or
• Refusal to comply with physical return requirements under Clause 4.3.

7.2 Indemnity and Recovery of Dispute Costs. In the event that an unauthorized or policy-breaching chargeback or dispute is initiated by or on behalf of the Customer, the Customer shall fully indemnify and hold harmless the Company against all losses, damages, expenses, and costs incurred. The Customer explicitly agrees to pay the Company:

• Administrative Processing Fee: A fixed administrative fee of SGD $100.00 per disputed transaction;
• Gateway Fees: All chargeback fees, penalty assessments, and processing charges levied by acquiring banks or payment gateways (e.g., Stripe, PayNow, card networks);
• Debt Collection & Legal Expenses: All legal fees on a full indemnity basis (including solicitor-and-own-client costs) and debt recovery agency charges incurred by the Company in pursuing recovery of the disputed sum.

7.3 Civil Litigation Rights. The Company reserves all statutory rights to file civil proceedings through the Small Claims Tribunals (SCT) or the State Courts of Singapore to enforce debts, collect unpaid chargeback balances, and seek damages arising from bad-faith transaction reversals.

8. RIGHT TO REFUSE SERVICE

8.1 The Company reserves the absolute operational right to decline service, reject Orders, refuse physical store entry, or terminate customer accounts at any time where a Customer:

• Violates any provision of this Policy or the Terms of Service;
• Displays abusive, threatening, harassing, or unreasonable behavior toward the Company's staff, management, or other patrons;
• Is reasonably suspected of engaging in scalping, resale market manipulation, or fraudulent payment actions.

9. ORDER CANCELLATIONS & PRICING ERRORS

9.1 Customer-Requested Cancellations. Requests to cancel an Order prior to dispatch are not guaranteed and are evaluated purely as operational accommodations.

• If accepted prior to processing, the default outcome is a 100% Store Credit conversion.
• If a monetary refund is authorized, it will be disbursed via PayNow subject to a 5% to 10% administrative processing fee.

9.2 Company-Initiated Cancellations (Pricing Glitches & Inventory Shortages). Pursuant to Section 6.2 and Section 7.2 of the Terms of Service, if the Company cancels an Order due to a genuine pricing error, technical website glitch, or complete inability to fulfill stock:

• The Customer shall be entitled to a 100% full monetary refund of the actual amount paid;
• The refund will be disbursed via PayNow without any fee deductions;
• The Company shall have no further liability to the Customer beyond the full refund of monies received.

10. GOVERNING LAW AND DISPUTE RESOLUTION

10.1 Negotiation. In the event of any dispute, controversy, or claim arising out of or relating to this Policy or any transaction, the parties shall first attempt in good faith to resolve the matter amicably through direct consultation with the Company's management team at support@archwizard.tech.

10.2 Jurisdiction. If the dispute is not resolved within thirty (30) calendar days of initial written notice, it shall be submitted to the exclusive jurisdiction of the Courts of the Republic of Singapore (including the Small Claims Tribunals where applicable).

11. SEVERABILITY AND MODIFICATIONS

11.1 Severability. If any provision of this Policy is found by a court or administrative body of competent jurisdiction to be illegal, invalid, or unenforceable under Singapore law, such provision shall be severed, and the remaining provisions shall continue in full force and effect.

11.2 Policy Amendments. The Company reserves the right to modify, amend, update, or replace this Policy at its sole discretion at any time in conjunction with updates to its Terms of Service. Updated versions will be published on the Company’s official website with a revised "Effective Date". Continued ordering of Goods following the publication of changes constitutes full acceptance of the updated terms.