Alleged Defect Policy

This policy is designed to address situations in which a customer believes their card has been returned in a condition different from that in which it was originally submitted. Ace Grading is committed to managing such matters with the highest standards of care, professionalism, and impartiality to ensure a fair and thorough resolution.

1.0 Customer Responsibility Prior to Submission 

1.1 As per ACE Grading’s Card Handling Policy, we will not handle cards prior to the grading stage if they are submitted to us in clear sleeves (penny sleeves) within a semi-rigid card holder.

1.2 Customers are responsible for assessing and documenting the condition of their cards prior to submission. 

1.3 ACE Grading is not responsible for evaluating the condition of a card before the grading process begins. Any existing marks, scratches, or defects will be documented in the grading report as part of the official grading assessment. 

2.0 Reporting an Alleged Damage 

2.1 If a customer alleges that a card was damaged while in the care of ACE Grading, the customer will be required to complete an Alleged Defect Claims Form. This form must include:

• Full submission details
• A clear description of the alleged defect or damage
• Clear, dated images supporting the claim
• An acknowledgement and acceptance of the declaration contained within the form

2.2 Completion of this form is required for ACE Grading to review and assess the claim, verify the concern accurately, and determine an appropriate resolution in an efficient manner. If a customer declines or refuses to complete the form, the claim will not move forward. In such circumstances, ACE Grading will consider the matter closed and no further action or resolution will be undertaken.

3.0 Review of the Grading Report 

3.1 Upon receipt of the images, ACE Grading will review the grading report generated during the card’s evaluation. The grading report records any Points of Interest (POI) or defects identified during grading. 

3.2 If the alleged damage appears in the same location as a recorded POI, ACE Grading will not accept liability, as this confirms the issue was documented as part of the card’s original condition at the time of grading per our handling policy.

4.0 Investigation of Undocumented Damage 

4.1 If a card exhibits visible damage not noted on the grading report, ACE Grading may request that the card be returned for assessment and investigation. 

4.2 Should the investigation confirm that the damage occurred while in ACE Grading’s care, ACE Grading will accept liability and a compensation agreement will be offered to the customer. 

4.3 The Customer Privacy and Protection Agreement (CPP) will be included as part of the written settlement to confirm that both parties acknowledge the findings and agree to the terms of resolution. 

4.4 If the CPP Agreement is not completed then any compensation offer will be rescinded and the card will be returned back to the customer with no further action or resolution. 

5.0 Resolution Agreement 

5.1 In the event of a satisfactory resolution and compensation offer being made and agreed by both parties, the Customer Privacy and Protection Agreement will be implemented by Ace Grading. This agreement is to ensure the following:

• The customer has been made aware of the damage; 
• The details of the incident and any compensation are agreed upon; 
• Both parties formally acknowledge the resolution terms; and 
• The customer agrees not to share, post, or discuss any details of the damaged card, resolution process or the compensation offered on public platforms. 

5.2 Customer Privacy and Protection Agreement completion by the customer is a requirement in line with the FMV Policy to complete any compensation payments being made.

Updated on: 20/11/2025