Refund policy

1. Cancelling or changing an order

Contact us as soon as possible if you want to cancel or amend an order before dispatch. We will try to help, but cannot guarantee changes once processing or dispatch is underway. Dispatch does not remove your statutory cancellation rights.

For most physical goods ordered online, you can cancel without giving a reason from the time you order until 14 days after delivery. The period starts the day after you receive the goods. For one order delivered in separate parts, it normally starts the day after the last item arrives.

Send us a clear statement that you wish to cancel, by email or post. You can use the optional form below, but do not have to. Send your notice before the deadline; you do not need to wait for approval. Send the goods back within 14 days of telling us.

We do not charge a cancellation, administration or restocking fee for exercising statutory cancellation rights. Any lawful deduction for excessive handling is explained below.

2. Our additional 30-day returns offer

In addition to your statutory rights, we accept change-of-mind return requests made within 30 days of delivery for unused physical products returned in the condition supplied, with original product packaging, contents and accessories. Factory-sealed products must remain sealed for this additional offer.

Tell us within 30 days of delivery and send the item back within 14 days of your request. You pay return postage. For a qualifying return under this additional offer, we refund the price paid for the returned item. Original delivery charges are not refunded under this additional offer unless required by law.

These extra conditions apply only to our voluntary offer. They do not restrict statutory cancellation rights or remedies for faulty or misdescribed goods. Sale and discounted physical goods are included on the same basis.

3. Cards, sealed products and handling

Please handle items carefully while deciding whether to keep them. Return the same items supplied, including their contents and accessories, and use protective packaging.

For statutory change-of-mind returns, you may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. Where the law permits, we may deduct an evidenced loss in value caused by handling beyond this. We will explain any deduction; it will reflect the actual loss, rather than a fixed percentage or penalty.

Opening booster packs, removing factory seals, playing with cards or opening a graded card holder may significantly reduce an item’s value and may go beyond necessary inspection. We assess the circumstances individually. Opening an item does not automatically remove all consumer rights.

Read each listing alongside our Condition Guide. Our condition labels do not guarantee a particular professional grading result. If a card does not match its description, the faulty or misdescribed goods rules below apply.

4. Faulty, damaged or incorrect items

Contact us if an item arrives damaged, is faulty, is incorrect or does not match its description. Include your order number and explain the issue. Photographs can help us investigate, but are not a condition of your statutory rights.

You normally have a short-term right to reject goods that do not conform to the contract within 30 days of delivery and receive a refund. Rights continue after this period. Depending on the circumstances, you may be entitled to repair or replacement and, if these remedies are unavailable or unsuccessful, a price reduction or final rejection.

We cover reasonable return costs for goods that are faulty, damaged on delivery or incorrectly supplied. Contact us so we can arrange an appropriate return method. You do not have to pursue a manufacturer or courier instead of dealing with us.

Original packaging is helpful, but is not required to exercise rights concerning faulty or misdescribed goods. We may inspect returned items and compare them with the order and listing. This does not remove your rights or allow us to delay a refund beyond the applicable legal deadline.

5. How to send a return

1. Email support@chasecards.uk with your order number and the items you wish to return. You do not need to give a reason for a statutory change-of-mind cancellation.
2. Use the returns address provided by email. Contact us if you need packing or postage instructions. A cancellation notice does not require our approval.
3. Pack the goods securely and include your order number or other proof of purchase so we can identify your order.
4. Keep proof of posting. For valuable cards, we recommend tracking and checking that the service’s compensation covers trading cards. These recommendations are not extra conditions on statutory rights.

For change-of-mind returns, you pay the direct return postage cost. For goods that are faulty, damaged on delivery or incorrectly supplied, we arrange or reimburse reasonable return costs. Please do not send goods to the manufacturer.

6. Refund amounts and timing

Refunds go to the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.

For statutory cancellation of a whole order, we refund the price paid and the cost of our least expensive standard delivery option. If you chose a more expensive service, we do not have to refund the extra cost. For a partial return, we assess delivery refunds according to the circumstances and applicable law.

We refund statutory cancellations without undue delay, normally no later than 14 days after being informed. Where goods must be returned, we may wait until we receive them or you provide evidence of sending them back, whichever is earlier, and refund within 14 days of that event. If nothing was dispatched, the deadline runs from your cancellation notice.

For a statutory rejection of faulty or misdescribed goods, we refund without undue delay and within 14 days of agreeing that you are entitled to a refund. Qualifying returns under our additional 30-day offer are refunded within 14 days of receiving the goods.

Your payment provider may take additional time to display a processed refund. If it has not appeared within their stated processing time, email us so we can check it.

7. Delayed or missing deliveries

If your order is late, missing or damaged in transit, contact us. When we arrange delivery, we remain responsible for the goods until you, or a person you nominate, takes physical possession. The legal exception for a carrier independently commissioned by you may apply where that carrier was not offered by us.

We will investigate with the courier and provide the remedy you are entitled to. Your statutory remedy will not depend on whether the courier has paid our claim. If delivery misses an agreed essential deadline, or a further reasonable deadline where required, cancellation and refund rights may apply.

Please check your delivery details carefully and tell us promptly about an error. If an address error you supplied causes a return or redelivery, we will discuss the options and any reasonable additional cost with you before arranging another delivery. We do not automatically deduct all courier costs from a statutory refund.

8. Exchanges, gifts and exclusions

For a change-of-mind exchange, contact us first. Returning the original item and placing a new order is normally the simplest option, subject to availability. This does not affect a statutory right to replacement.

Refunds for gift purchases normally go to the original payment method. A gift recipient can contact us for help; store credit is only used where agreed and is not imposed instead of a refund legally due.

Marking an item as non-returnable, discounted or clearance does not remove statutory rights. If a genuine legal cancellation exception applies to a product, we will explain it before purchase. Our additional 30-day physical-goods offer does not extend to gift cards or digital downloads; any statutory rights applicable to those purchases remain unaffected.

9. Optional cancellation form

You may copy this into an email or send it by post. Any other clear cancellation statement is also acceptable.