Returns & Refunds Policy - Topaz Cards Ltd

Last updated: 2026-01-02

Quick Reference

Scenario Return Window Who Pays Shipping? Full Refund?
Changed mind (unopened) 14 days You Product only*
Opened products ❌ Never N/A N/A
Arrived damaged/unsealed 7 days Us Yes
Wrong item sent Anytime Us Yes
Faulty product 30 days Us Yes
B-Grade products See Section 7 Varies Varies
Pre-order (before dispatch) Anytime N/A Yes

*Refund excludes original shipping cost and return postage

Company Details: Topaz Cards Ltd | Company No: 16751520 | Registered in England & Wales
Contact: info@topaz-cards.co.uk | Response time: Within 2 business days

Your Statutory Rights

Under UK law, you have the right to:

  • Cancel within 14 days for any reason (unopened sealed products only)¹
  • Return faulty goods within 30 days for a full refund
  • Return goods up to 6 months if they develop a fault
  • Receive goods as described and of satisfactory quality

Nothing in this policy affects your statutory rights.

1. Change of Mind Returns (14-Day Cooling-Off)

What You Can Return

You have 14 days from delivery to return unopened, factory-sealed products for a refund.¹

Returnable: ✅ Unopened sealed booster boxes, ETBs, tins, collection boxes
✅ Products in original packaging and resaleable condition
✅ Unopened accessories and supplies

NOT Returnable: ❌ Any opened or unsealed trading card products²
❌ Products with broken seals or removed packaging
❌ B-Grade products (see Section 7)
❌ Products damaged by you

Why Can't I Return Opened Cards?

Trading card products contain random contents. Once opened, we cannot verify contents haven't been tampered with, removed, or replaced. This is standard industry practice to prevent fraud.²

How to Return

Step 1: Email us within 14 days of delivery

  • To: info@topaz-cards.co.uk
  • Subject: "Return Request - Order #[Number]"
  • Include: Order number, product name, reason for return

Step 2: We respond within 2 business days with return instructions

Step 3: Ship item back within 14 days

  • Package securely to prevent damage
  • Use tracked delivery (Royal Mail Tracked 48 recommended: £3-5)
  • Keep your postage receipt
  • Send to address we provide

Step 4: Refund processed within 14 days of us receiving the return

  • Refunded to original payment method
  • Bank may take 3-5 days to process
  • You pay return shipping costs
  • Refund excludes original shipping cost

2. Faulty, Damaged, or Incorrect Items

When You Can Return Opened Products

Opened/unsealed products can ONLY be returned if:

  1. Arrived damaged - Outer packaging or product damaged in transit
  2. Factory unsealed - Product seal was broken before you opened it
  3. Missing contents - Sealed product had missing packs/cards
  4. Wrong item - We sent the incorrect product
  5. Manufacturing defect - Product has a fault not caused by you
  6. Not as described - Product significantly differs from our listing

Evidence Required: You MUST provide clear photographs showing the issue. Without photos, we cannot accept returns of opened products.

Contact Timeframes

For transit damage/unsealed products:
Contact us within 7 days of delivery with photos

For manufacturing defects:
Contact us within 30 days of delivery with photos

For wrong item sent:
Contact us immediately

How to Report

Email: info@topaz-cards.co.uk
Subject: "Faulty Product - Order #[Number]"
Include:

  • Order number and product name
  • Clear description of the fault
  • Photographic evidence (outer packaging, product, damage/defect)

We respond within 2 business days and offer:

  • Full refund (you return the product)
  • Free replacement (subject to stock availability)
  • Partial refund (for minor defects, at our discretion)

We cover return shipping costs for faulty/damaged items via prepaid label or refund of tracked postage.

Fault Timeframes

  • Within 30 days: Full refund or free replacement
  • 31-180 days: Repair, replacement, or partial refund (our discretion)
  • After 180 days: Case-by-case basis (statutory rights still apply)

3. Lost or Damaged Deliveries

Damaged in Transit

  1. Do NOT open the product if damage is visible
  2. Photograph immediately: Outer packaging, product damage
  3. Contact us within 48 hours
  4. We'll send a replacement or full refund

Lost in Transit

  1. Check tracking (if you chose tracked delivery)
  2. Wait for expected delivery timeframe³
  3. Contact us - we'll investigate with Royal Mail
  4. We'll send a replacement or full refund

4. Refund Process

4.1 How Refunds Work

  • Method: Original payment method only
  • Timeframe: Within 14 days of receiving your return
  • Bank processing: Additional 3-5 days may apply

4.2 What Gets Refunded

Change-of-mind returns (14-day cooling-off):

  • ✅ Full product price
  • ❌ NOT original shipping cost
  • ❌ NOT return postage cost (you pay this)

Faulty/damaged/wrong item:

  • ✅ Full product price
  • ✅ Original shipping cost
  • ✅ Return postage cost (prepaid label or refund)

4.3 Refused Refunds

We may refuse refunds if:

  • Product has been opened (unless faulty)
  • No photographic evidence for damage claims
  • Return made outside timeframes
  • Product damaged by you
  • Suspected fraud or policy abuse

5. Special Circumstances

Wrong Item Sent

  • Contact us immediately
  • Keep product unopened if possible
  • We'll arrange free collection or provide prepaid return label
  • We'll send correct item immediately (priority shipping)
  • Full refund including original shipping

Pre-Order Cancellations

  • Cancel anytime before dispatch with full refund
  • Email: "Cancel Pre-Order - #[Order Number]"
  • Once dispatched, standard 14-day returns policy applies

Order Cancellation Before Dispatch

  • Email: "Cancel Order - #[Order Number]"
  • Not dispatched yet: Full refund
  • Already dispatched: Follow standard returns process

Repeat Cancellations

We reserve the right to limit future ordering for customers with patterns of:

  • Frequent pre-order cancellations without good reason
  • Repeatedly ordering and cancelling before dispatch
  • Other behaviours that disrupt our operations

This policy is to ensure fair access to limited products for all customers. Your statutory rights are not affected.

Duplicate Orders

  • Contact us immediately
  • We'll cancel duplicate before dispatch (full refund)
  • Already dispatched: Refuse delivery or return unopened

6. What You're Buying

Sealed Trading Card Products

When you buy sealed TCG products, you're purchasing: ✅ Genuine products from authorized UK distributors
✅ Factory-sealed packaging (not resealed)
✅ Products matching our listing description
✅ Products in new, undamaged condition

You are NOT guaranteed: ❌ Specific cards being present
❌ Minimum card value
❌ Rare/chase cards
❌ Satisfaction with random contents

"Bad pulls" are not grounds for return. Contents are randomized by the manufacturer and outside our control.

7. B-Grade Products

B-Grade products are sold at a discount due to cosmetic damage such as box dents, torn cellophane, shelf wear, or packaging imperfections. The sealed product inside remains unopened and genuine.

Understanding B-Grade Purchases

When you buy B-Grade products:

  • You receive a discount (typically 10% off the price)
  • Cosmetic damage is clearly described and photographed in each listing
  • The sealed TCG product inside is genuine and unopened
  • You're accepting cosmetic imperfections in exchange for the lower price

Please review B-Grade listings carefully before purchasing. Change-of-mind returns on discounted items increase costs for all customers.

Returns for B-Grade Products

You have the same 14-day change-of-mind return rights as standard products, but we ask you to consider:

  • You received a discount specifically because of the cosmetic damage
  • The damage was clearly disclosed before purchase
  • Returning items you knew were damaged increases costs for everyone

You CAN return B-Grade products for: ✅ Change of mind (within 14 days, unopened)
✅ Damage significantly worse than described in the listing
✅ Wrong item sent
✅ Product seal is broken (unless we disclosed this in listing)
✅ Missing contents from sealed product inside

You CANNOT return B-Grade products for: ❌ Damage that was already disclosed in the listing
❌ Minor cosmetic damage that falls within our description
❌ Disappointing card pulls from sealed product inside
❌ Opened/unsealed products (unless faulty)

Evidence Required for Damage Disputes

If claiming damage exceeds description: Clear photographs comparing actual damage to our listing description

Refund Terms for B-Grade

  • Change of mind: Full product price refund (you pay return shipping)
  • Damage exceeds description (full): Full refund + return shipping
  • Damage exceeds description (partial): Partial refund (our discretion)
  • Return shipping: You pay (unless damage exceeded description or our error)

8. Non-Returnable Items

Unless faulty, damaged, or not as described, the following cannot be returned:

❌ Opened/unsealed trading card products
❌ B-Grade products (for change of mind - see Section 7)
❌ Products with broken seals
❌ Products damaged by customer
❌ Items marked "final sale" (if we offer these)
❌ Gift cards (if we offer these in future)
❌ Digital products (if we offer these in future)

9. Fraud Prevention

What Constitutes Fraud

  • Opening products, then claiming they were unopened
  • Replacing/removing contents and resealing
  • Claiming products are faulty when they're not
  • Returning different products than we sent
  • Providing false information or fake evidence

Our Protection Measures

We use various fraud prevention methods to protect our business and honest customers. We reserve the right to refuse refunds or future service if fraud is detected.

Consequences

If we detect fraudulent returns:

  • Refund declined
  • Item returned to you at your cost
  • Future orders may be refused
  • We may report to authorities

10. Exchanges

We do NOT offer direct exchanges. To get a different product:

  1. Return the original item (following returns process)
  2. Receive your refund
  3. Place a new order for what you want

This ensures you're not charged until your return is processed and stock is confirmed.

11. Complaints & Disputes

Step 1: Contact us at info@topaz-cards.co.uk with your concern

Step 2: We'll attempt to resolve within 14 days

Step 3: If unresolved, you can use:

12. Policy Updates

We may update this policy from time to time. Changes will be posted on this page with an updated date. Returns are subject to the policy in effect at the time of purchase.

Legal Footnotes

¹ Consumer Contracts Regulations 2013 - You have a 14-day cooling-off period from receiving goods to cancel online purchases for any reason. This applies to unopened products in resaleable condition.

² Consumer Contracts Regulations 2013, Section 28 - The 14-day cooling-off period does not apply to: (a) goods sealed for health protection or hygiene reasons which were unsealed after delivery; (b) goods which are, after delivery, inseparably mixed with other items. Sealed trading card products fall under this exception because: contents are random and unknown until opened; value integrity cannot be verified once opened; risk of tampering (cards removed/reweighed/replaced); similar to sealed software, music, or other sealed media.

³ Delivery Timeframes - See our Delivery Policy for expected delivery times. Standard delivery: 7 working days. Tracked delivery: 3 working days.

This policy complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

For any questions about returns or refunds, contact: info@topaz-cards.co.uk