Refund policy
Refund and Returns Policy
Last updated: 13-05-2026
Thank you for shopping at Pack Push Lab. This policy explains how refunds, returns, and the EU right of withdrawal apply to the products we sell. Pack Push Lab is operated from the Netherlands and fulfils physical shipments from Hong Kong.
1. The EU 14-day right of withdrawal
If you are a consumer in the European Union, you have the right to withdraw from a purchase of physical goods within 14 days of receiving them, without giving a reason. To exercise this right, contact us at info@dimesagency.nl with your order number before the 14 days have passed. You will then have a further 14 days to return the goods.
2. Products that are exempt from withdrawal
Most of our products are digital services performed immediately, which means the EU right of withdrawal does not apply once the service has begun. By completing checkout you agree that the service may start immediately and that you waive your right of withdrawal for the following products:
- Keep It Going coin products — The coins are added to the Pack Push Lab machine in our next filmed session. Once coins have been added or the session has been filmed, the service has been performed and no refund is owed.
- I Want the Pack coin products — Same as above. Additional terms specific to prize-eligible coins are covered in our Licence & Legal page. These products are not currently available for sale.
- Donate a Pack — Once the donated pack has been placed into the machine, the service has been performed.
3. Physical shipments
Only Ship My Goods (and future prize fulfilment under I Want the Pack) results in a physical shipment. For these orders, the 14-day right of withdrawal applies from the date you receive the goods. Returned goods must be in their original sealed condition; trading card packs that have been opened cannot be returned for change-of-mind reasons. Return shipping is paid by the customer unless the goods were faulty or shipped in error. Please note that the return address is in Hong Kong, so international return postage may be significant; we recommend contacting us first so we can confirm the correct return process.
4. Damaged, faulty, or missing items
If your shipment arrives damaged, is missing items, or contains the wrong items, please contact us within 7 days of delivery with photographs and your order number. We will arrange a replacement or full refund at no cost to you, in line with EU consumer rights.
5. Refund processing
Approved refunds are issued to your original payment method within 14 days of us receiving the returned goods (or, for digital exemptions where a refund is approved in good faith, within 14 days of approval). Depending on your bank or card issuer, it may take additional days for the refund to appear in your account.
6. Import duties, customs, and taxes
Because physical orders ship from Hong Kong, customers in some destinations may be charged import VAT or customs duties by their local authorities on delivery. These charges are set by the destination country and are the customer's responsibility. Pack Push Lab is not able to refund or reimburse import charges. If you refuse a delivery to avoid paying customs charges, any return shipping and re-handling costs will be deducted from your refund.
7. How to start a refund or return
Email info@dimesagency.nl with your order number and the reason for the request. We will respond within 2 business days with next steps.
8. Contact
Pack Push Lab
Registered in the Netherlands · Fulfilment in Hong Kong
Email: info@dimesagency.nl