Damaged Card Policy

This policy outlines the process Ace Grading follows in the rare event that a customer’s card is damaged while in our care. Our goal is to ensure transparency, accountability, and fairness in resolving any such incidents.

1.0 Notification Process 

1.1 In the event that a card is damaged while at Ace Grading, we will contact the affected customer directly. This communication will take place via phone or email, and will include:

• Details of the card affected; 
• An explanation of the nature of the damage; and 
• Information about the compensation we are offering as per the Fair Market Value policy (FMV Policy),  in line with the value of the card based on the grade given prior to the damage occurring or the raw value if the card has not yet been graded. 

2.0 Regrading or Return Options 

2.1 If the card remains in a condition suitable for regrading, Ace Grading will offer to regrade the card free of charge, should this be how the customer wishes to proceed. 

2.2 Alternatively, the customer can choose to have the card returned in its raw (ungraded) state. 

2.3 On very rare occasions Ace Grading may inform the customer the card is unable to be returned.

3.0 Resolution Agreement 

3.1 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. 

3.2 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. 

4.0 Record Keeping & Commitment to Care 

4.1 All communications, agreements, and compensation details related to damaged cards will be securely recorded and retained by Ace Grading for internal audit and quality assurance purposes. 

4.2 Ace Grading takes the utmost care in handling all customer cards. While instances of damage are extremely rare, we are committed to acting swiftly, fairly, and professionally should such an event occur. 

Updated on: 20/11/2025