To begin, we recommend you speak with the retailer where you purchased the cards. They can often provide immediate assistance, which is typically faster than contacting us directly.

Courtesy Card Replacements

As an alternative solution, if your retailer cannot resolve the problem, we may be able to replace a defective card for you, in certain circumstances.

Our Player Experience Team reviews each request individually, to ensure we can help as many Duelists as possible in a fair and timely manner.

Generally, though, these are our limitations:

• A “courtesy replacement” is typically limited to 1 (one) replacement request, per user, every 90 days, with a maximum of 5 (five) cards per replacement. To receive assistance in case of more than 5 damaged cards, please contact your store directly.
• Card replacements depend on our current internal stock, and wider card availability. This means that we usually can't fulfill requests for products that were released more than a year ago, and that requests for multiple copies of the same card will be considered on a case by case basis.
• Only cards that are found to be damaged when the product is first unsealed qualify for a replacement. We cannot replace any cards that were damaged after the pack has been opened.
• Our primary focus for replacements is on cards that would be deemed ""Marked"" or ""Unplayable"" in a tournament setting. We understand that our Duelists seek perfect, mint-condition cards and we aim to replace those with even minor imperfections, but please note that requests for replacements based on minor imperfections may not always be honoured, to prioritise supporting players whose cards are unusable.
• We can only offer replacements for cards that were obtained directly from official, sealed packs. We will not replace cards acquired through third-party resellers (such as eBay), individually, in non-official bundles, or from other Duelists.
• We prioritise replacing cards purchased directly at an Official Tournament Store (OTS), or acquired through an official event. Cards acquired through other reputable channels (including official distributors) may not be eligible for replacement, and will be evaluated on a case by case basis by our Player Experience Team. 
   

How can I get in touch with you?

To see if we can help you out and how, please contact us and provide us with the following:

• Product Name
• Product Language
• What the fault is (please include a photo of the issue and all the cards affected)
• How many cards/packs are affected
• The card identifying code that shows the expansion, the language and number (like RA02-EN011)
• Was the product covered in the official KONAMI wrapping?
• Picture of the serial code on the booster pack - it should start with ""T"" with a string of numbers.
• Picture of the packaging from the pack
• Proof of purchase
• The country you live in
• The country you bought the product from
• The tournament you obtained your cards in, if applicable.
   

What can I do if you can’t help me?

We highly recommend contacting the store where you bought the product. Under consumer law, they are responsible for processing returns and can typically offer an immediate refund or exchange.

We also encourage all of our Duelists to purchase our products exclusively through our Official Tournament Stores (OTS).


A Note for our OTS Partners


All requests from OTS partners for defective products must be processed through your official distributor. 

We understand that many of our official store partners are passionate Yu-Gi-Oh! Duelists themselves, however, to ensure fairness and maintain the integrity of this service for the entire community, we must ask that all replacement requests from our OTS partners—even for personal collections—follow the official distributor policy.