Returns & Refunds Policy
At RarePokemonCards.co.uk, we want you to shop for Pokémon cards and trading card collectibles with confidence. This Returns & Refunds Policy explains how to cancel an eligible online order, request a return, report damaged or incorrect items, and receive a refund. It is intended for customers shopping with our UK-focused online store and should be read alongside our Terms and Conditions.
1. Returns and Refunds at RarePokemonCards.co.uk
RarePokemonCards.co.uk sells Pokémon trading cards, booster boxes, sealed collectibles, graded cards and other trading card game products. We understand that product condition, correct fulfilment and reliable service matter to collectors.
Our returns process is designed to help customers resolve eligible cancellations, faulty goods, damaged deliveries and incorrect orders. The rules that apply depend on the reason for the return, the type of product purchased and the circumstances of the order.
Important: Nothing in this policy removes or restricts consumer rights that cannot legally be excluded. Where this policy and applicable law differ, your statutory rights take precedence.
2. Cancelling an Online Order Because You Changed Your Mind
Under the UK Consumer Contracts Regulations 2013, consumers generally have the right to cancel many online purchases without giving a reason. For eligible goods, the cancellation period normally ends 14 days after the day you, or someone you nominate other than the carrier, receives the goods.
After notifying us of your cancellation, you generally have a further 14 days to send the goods back. Different rules can apply to certain types of products or contracts, so the circumstances of your purchase must be considered.
How to cancel
- Contact us using our Contact Us page and clearly state that you wish to cancel your order.
- Include your order number and the product or products you want to return.
- Follow the return instructions provided and send the goods back within the applicable timeframe.
- Keep proof of postage or collection until the return has been resolved.
You may use any clear statement informing us that you wish to cancel. Please do not assume that simply refusing a delivery or leaving a parcel uncollected will automatically complete the cancellation process.
3. Return Eligibility and Product Condition
Please take reasonable care of products while you decide whether to keep them. Where a change-of-mind cancellation is permitted, you may generally handle goods as you would reasonably be allowed to do in a shop to establish their nature, characteristics and functioning.
If goods have been handled beyond what is necessary for that purpose, a lawful deduction for diminished value may apply in appropriate circumstances, provided the relevant legal requirements are met.
- Keep the original packaging, accessories, inserts and documentation where possible.
- Include all parts supplied with the item.
- Use suitable protective packaging to reduce the risk of damage during return transit.
- Contact us before sending an item if you are unsure how to package or return it.
An unopened or sealed product condition may be relevant to the assessment of a return, but sealed status alone does not automatically remove statutory cancellation rights. Please contact us if you need clarification about a specific collectible.
4. Damaged, Faulty or Incorrect Pokémon Card Orders
If your order arrives damaged, contains the wrong product or does not conform to its description, contact us as soon as reasonably possible. Your legal rights under the Consumer Rights Act 2015 and other applicable legislation may provide remedies such as repair, replacement, price reduction or a refund, depending on the circumstances.
What information should you provide?
- Your order number and the name of the affected product.
- A brief explanation of the issue.
- Clear photographs of any visible damage, incorrect item or packaging, where possible.
- Any relevant delivery or tracking information.
Please keep the item and packaging while we review the issue. We will explain the next steps, including whether the product needs to be returned and how reasonable return arrangements will be handled.
Do not discard a damaged item or pay for an expensive return shipment before contacting us for instructions, unless it is necessary to do so to protect your safety or comply with the law.
5. How to Request a Return or Refund
Follow these steps to help us identify your purchase and deal with your request efficiently.
Contact Our Team
Visit our contact page and provide your order number, the product concerned and the reason for your request.
Receive Instructions
We will explain the applicable process and provide any return instructions needed for your situation.
Return the Item
Where a return is required, package the product securely and retain your proof of postage or tracking details.
Refund or Resolution
We will assess the request and arrange the appropriate refund or other remedy in line with applicable law.
Please note: Contacting us first helps us provide the correct return address and instructions. Do not send goods to an address that has not been confirmed by our team.
6. Refund Processing Times and Methods
For a valid statutory cancellation, refunds will generally be issued without undue delay and no later than 14 days after we are informed of your decision to cancel. For goods, we may lawfully withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first.
Where required, the refund will include the cost of the least expensive standard delivery option offered at the time of purchase. Any additional cost paid for a more expensive delivery option may not need to be refunded where the law permits.
- Refunds are normally made using the original payment method unless you expressly agree otherwise.
- Your bank or payment provider may require additional time to display the refunded amount.
- Faulty or incorrectly supplied goods are handled under the remedies and timeframes applicable to the issue.
- Where a lawful deduction applies, we will explain the basis for it.
We cannot promise that every refund will appear in your account on the same day it is processed. If the applicable processing period has passed, please contact our team with your order number.
7. Return Shipping Costs
For a change-of-mind return, you may be responsible for the direct cost of returning the goods if you were properly informed of that responsibility before the contract was made. If the required information was not provided, the law may place the cost elsewhere.
If a product is faulty, not as described or incorrectly supplied, contact us before arranging the return. Return costs and arrangements will be handled in accordance with your statutory rights and the circumstances of the case.
Please use appropriate packaging for trading cards and collectibles. Where practical, choose a tracked service and keep your proof of postage until the matter is resolved.
For outbound delivery information, see our Shipping Policy.
8. Exceptions and Products That May Not Be Returnable
Some purchases fall within exceptions to the normal online cancellation right. Whether an exception applies depends on the specific goods and legal requirements. Examples under UK consumer regulations can include:
- Goods made to the consumer’s specifications or clearly personalised.
- Goods liable to deteriorate or expire rapidly.
- Certain sealed goods that are not suitable for return for health protection or hygiene reasons where they have been unsealed after delivery.
- Certain sealed audio or video recordings or sealed computer software after unsealing, where the relevant exception applies.
These examples do not mean that every Pokémon card, booster box, graded card or sealed collectible is automatically excluded from cancellation. We will consider the actual product and applicable law.
Even where a change-of-mind cancellation exception applies, it does not automatically remove your legal rights if the goods are faulty, misdescribed or otherwise fail to meet the required legal standards.
9. Exchanges and Replacements
If you receive an incorrect, damaged or faulty product, contact us to discuss the available resolution. Depending on the circumstances and applicable law, this may include a replacement, repair, price reduction or refund.
For a change-of-mind exchange, please contact us to confirm whether the requested item is available and whether an exchange can be arranged. An exchange policy does not limit any cancellation or other statutory rights you may have.
10. International Orders and Returns
Although RarePokemonCards.co.uk focuses on UK customers, delivery availability may extend to other destinations as shown at checkout. International orders may involve different shipping arrangements, carrier procedures, customs requirements and delivery timeframes.
If you are returning an international order, contact us for instructions before shipping the item. Applicable consumer protections may depend on your location, the contract and the mandatory laws that apply to the transaction.
Do not assume that customs duties or other import charges are refundable by us; their treatment depends on the relevant charge, the circumstances and applicable rules.
11. Frequently Asked Questions About Returns and Refunds
How long do I have to return a Pokémon card order in the UK?
For many online purchases, consumers have 14 days from receiving the goods to notify the seller of cancellation, followed by a further 14 days to return them. Exceptions and other requirements can apply depending on the product and circumstances.
Can I return an opened Pokémon booster box?
It depends on the circumstances. Opening a product does not automatically remove every statutory right, but the condition of the goods, the reason for the return and any applicable legal exception may affect the outcome. Contact us with details of your purchase.
Can I get a refund if my Pokémon cards arrive damaged?
If your goods arrive damaged or do not conform to the contract, you may be entitled to a legal remedy, which can include a refund depending on the circumstances. Contact us with your order number and supporting photographs where possible.
When will my refund arrive?
For statutory cancellations, the usual legal deadline is 14 days after we are informed of your decision, although reimbursement for goods may be withheld until the goods are returned or evidence of return is provided. Your payment provider may take additional time to show the funds.
Who pays for return postage?
For change-of-mind returns, the customer may pay direct return costs if properly informed before purchase. For faulty, incorrectly supplied or misdescribed goods, return arrangements and costs are subject to applicable consumer law.
How do I request a return from RarePokemonCards.co.uk?
Visit our Contact Us page, include your order number and explain the reason for your request. Our team will provide the relevant instructions.
12. Contact RarePokemonCards.co.uk
For questions about returns, cancellations, damaged deliveries or refunds, please contact our customer support team.
- Website: RarePokemonCards.co.uk
- Customer support: Contact Us
- Shipping information: Shipping Policy
- Terms: Terms and Conditions
Include your order number when contacting us about an existing purchase. Never send your password or full bank or card credentials in a support message.
Need Help With a Return?
Contact our team for guidance on cancelling an order, returning a product, reporting damage or checking a refund.
CONTACT CUSTOMER SUPPORT →