Returns & Refunds Policy - Topaz Cards Ltd

Last updated: 2025-10-08

About This Policy

This Returns & Refunds Policy explains your rights when returning products purchased from Topaz Cards Ltd (topaz-cards.co.uk).

This policy works alongside your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Company Details:

  • Company Name: Topaz Cards Ltd
  • Company Number: 16751520
  • Registered in: England and Wales
  • Contact Email: info@topaz-cards.co.uk

Your Statutory Rights

Under UK law, you have the right to:

  • Cancel within 14 days - For any reason (for unopened sealed products)
  • Return faulty goods within 30 days - For a full refund
  • Return goods up to 6 months - If they develop a fault
  • Goods as described - Products must match their description
  • Satisfactory quality - Products must be of acceptable quality

Nothing in this policy affects your statutory rights.

1. Returns - 14 Day Cooling-Off Period

1.1 Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to change your mind and return products for a refund.

This applies ONLY to:

  • Unopened, factory-sealed products
  • Products in their original packaging
  • Products in resaleable condition

This does NOT apply to:

  • Opened or unsealed trading card products (see section 2)
  • Products with broken seals or removed packaging
  • Products damaged by you
  • Custom or personalized items (if we offer these in future)

1.2 Why Can't I Return Opened Card Products?

Trading card products contain random contents. Once opened, we cannot verify:

  • That all contents are present
  • That cards haven't been removed or swapped
  • That the product is in its original condition

This is standard across the trading card industry to prevent fraud and protect all customers.

Legal Basis: This policy is permitted under the Consumer Contracts Regulations 2013, Section 28, which allows exclusion from the 14-day cooling-off period for:

  • Goods sealed for health protection or hygiene reasons
  • Goods that risk tampering after opening
  • Sealed audio/video recordings or software

Sealed trading card products fall under this exception because:

  1. Contents are random - Opening reveals unknown contents
  2. Value integrity - Opened products cannot be verified or resold
  3. Tampering risk - Cards can be removed, reweighed, or replaced
  4. Product integrity - Similar to software, music, or sealed media

1.3 How to Return an Unopened Product

Step 1: Contact us within 14 days of receiving your order

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

Step 2: Wait for return authorization

  • We'll respond within 2 business days
  • We'll provide return instructions
  • We may issue a return authorization number

Step 3: Ship the item back

  • Package securely to prevent damage
  • Use tracked/signed delivery (Royal Mail Tracked 48 recommended)
  • Keep your postage receipt
  • Ship within 14 days of notifying us

Step 4: We inspect the returned item

  • Must be unopened and factory-sealed
  • Must be in original packaging
  • Must be in resaleable condition

Step 5: Refund processed

  • Refund issued within 14 days of receiving the returned item
  • Refunded to your original payment method
  • Bank may take 3-5 business days to process

1.4 Return Shipping Costs

For change-of-mind returns (unopened products):

  • You pay the return postage cost
  • We recommend Royal Mail Tracked 48 (£3-5 depending on weight)
  • Keep your postage receipt as proof

For faulty/damaged products:

  • We pay the return postage cost
  • Email us for a prepaid return label
  • Or we'll refund your tracked postage costs on receipt

1.5 What Gets Refunded?

✅ You WILL receive a refund for:

  • Product price
  • Original shipping cost (if item is faulty/damaged)

❌ You will NOT receive a refund for:

  • Return postage costs (unless item is faulty/damaged)
  • Original shipping cost (for change-of-mind returns)

2. Opened Products - Faulty Items Only

2.1 When You Can Return Opened Products

You can ONLY return opened/unsealed products if they are:

  1. Factory defects - Product was unsealed or damaged before you opened it
  2. Missing contents - Sealed product had missing packs/items
  3. Damaged in transit - Product arrived damaged (you must provide evidence)
  4. Not as described - Product is significantly different from listing

2.2 Evidence Required

For opened product returns, you MUST provide:

Photographic evidence showing:

  • Unopened package as delivered (if claiming damage in transit)
  • Damaged/faulty product
  • Product packaging and contents
  • Any defects or missing items

Without photographic evidence, we cannot accept returns of opened products.

2.3 How to Report a Faulty Product

Contact us promptly:

For damage/unsealed products: Within 7 days of delivery

  • Product arrived damaged
  • Factory seal is broken
  • Wrong item received

For manufacturing defects: Within 30 days of delivery

  • You discover a manufacturing defect
  • Product is not as described

Step 1: Email us at info@topaz-cards.co.uk

  • Subject: "Faulty Product - Order #[Your Order Number]"
  • Include: Order number, product name, description of fault
  • Attach photographic evidence

Step 2: We'll review your claim

  • We'll assess your evidence within 2 business days
  • We may ask for additional photos
  • We reserve the right to reject claims without sufficient evidence

Step 3: Resolution options If your claim is accepted, we'll offer (at our discretion):

  • Full refund - Return product for money back
  • Replacement - Send a replacement product (subject to stock availability)
  • Store credit - For future purchases (if you prefer)
  • Partial refund - For minor defects (at our discretion)

2.4 Timeframes for Faulty Products

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

3. Damaged or Lost in Transit

3.1 Damaged Delivery

If your order arrives damaged:

  1. Do NOT open the product (if possible to avoid)
  2. Take photographs immediately showing:
    • Outer delivery packaging
    • Damage to product packaging
    • Damaged product (if seal is broken)
  3. Contact us within 48 hours at info@topaz-cards.co.uk
  4. We'll investigate with Royal Mail
  5. We'll send a replacement or full refund

3.2 Lost in Transit

If your order doesn't arrive:

  1. Check tracking information (if you chose tracked delivery)
  2. Wait until expected delivery timeframe has passed
    • Standard delivery: Wait 7 working days
    • Tracked delivery: Wait 3 working days
  3. Contact us at info@topaz-cards.co.uk
  4. We'll investigate with Royal Mail
  5. We'll send a replacement or full refund

4. Refund Process

4.1 How Refunds Are Processed

  • Method: Refund to your original payment method (same card/account used for purchase)
  • Timeframe: Within 14 days of us receiving your return
  • Bank processing: Your bank may take 3-5 additional business days to show the refund

4.2 Refund Amount

Your refund will include:

  • Product price paid
  • Original shipping cost (ONLY if item is faulty/damaged)

Your refund will NOT include:

  • Return postage costs (unless item is faulty/damaged)
  • Original shipping cost (for change-of-mind returns)

4.3 Partial Refunds

We may issue partial refunds if:

  • Product is not in its original condition
  • Product is damaged due to your handling
  • Product is missing original packaging
  • Product has been used or altered

4.4 Refused Refunds

We may refuse a refund if:

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

5. Exchanges

5.1 Exchange Policy

We do NOT offer direct exchanges. If you want a different product:

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

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

6. Special Circumstances

6.1 Wrong Item Sent

If we sent you the wrong product:

  • Contact us immediately at info@topaz-cards.co.uk
  • Keep product unopened if possible
  • We'll arrange collection or provide a prepaid return label
  • We'll send the correct product immediately (priority shipping)
  • Full refund of original shipping costs

6.2 Order Cancellation Before Dispatch

If you want to cancel your order before it's shipped:

  • Email info@topaz-cards.co.uk with "Cancel Order - #[Order Number]"
  • If we haven't dispatched yet: Full refund, no fees
  • If we've already dispatched: Follow standard returns process

6.3 Duplicate or Incorrect Orders

If you accidentally placed duplicate orders:

  • Contact us immediately at info@topaz-cards.co.uk
  • We'll cancel the duplicate before dispatch (full refund)
  • If already dispatched: Refuse delivery or return unopened (full refund)

6.4 Pre-Order Cancellations

For pre-ordered products (not yet released):

  • You can cancel at any time before dispatch
  • Full refund, no questions asked
  • No cancellation fees
  • Contact info@topaz-cards.co.uk with "Cancel Pre-Order - #[Order Number]"

Once a pre-order has been dispatched, standard returns policy applies (14-day cooling-off for unopened products).

7. Non-Returnable Items

The following items cannot be returned (unless faulty):

❌ Opened trading card products - Due to random contents ❌ Products with broken seals - Cannot verify contents ❌ Damaged by customer - Normal wear from use ❌ Sale/clearance items marked "final sale" - If we offer these in future ❌ Gift cards - If we offer these in future ❌ Digital products - If we offer these in future

8. Abuse of Returns Policy

8.1 Fraudulent Returns

We take return fraud seriously. Fraudulent activities include:

  • Opening products, then returning claiming they were unopened
  • Replacing contents and resealing
  • Claiming products were faulty when they were not
  • Returning different products than were sent
  • Providing false information or photographic evidence

8.2 Fraud Detection Measures

We use several measures to detect fraud:

  • Serial number tracking - Where applicable on products
  • Weight verification - Products are weighed before dispatch
  • Seal integrity inspection - Detailed inspection of factory seals
  • Photography before dispatch - High-value items are photographed

8.3 Consequences of Fraudulent Returns

If we detect fraudulent returns:

  • Refund will be declined
  • Item will be returned to you at your cost
  • Future orders may be refused
  • We may report to authorities if appropriate
  • We reserve the right to refuse service

We reserve the right to refuse service to customers who:

  • Make excessive returns (especially of opened products)
  • Return products that have been tampered with
  • Provide false information or fraudulent claims
  • Attempt to return non-genuine products
  • Abuse the returns process

9. Understanding Sealed Trading Card Products

9.1 The Nature of Sealed Products

Trading card products are sealed collectibles with random contents. This means:

  • You are purchasing a sealed product, not specific cards
  • Contents are randomized by the manufacturer
  • Card values vary based on pulls
  • We have no control over contents
  • "Bad pulls" are not grounds for return

9.2 What We Guarantee

✅ We guarantee:

  • Products are genuine and sourced from authorized UK distributors
  • Products are factory-sealed (not resealed)
  • Products match the description on our listing
  • Products are in new, undamaged condition

❌ We do NOT guarantee:

  • Specific cards being present
  • Minimum card value
  • Rare/chase cards
  • Your satisfaction with contents

10. Contact Us

For Returns & Refunds

Email: info@topaz-cards.co.uk

Subject Lines:

  • "Return Request - Order #[Number]" - For change-of-mind returns
  • "Faulty Product - Order #[Number]" - For damaged/faulty items
  • "Cancel Order - #[Number]" - For pre-dispatch cancellations

Include in your email:

  • Order number
  • Product name
  • Reason for return
  • Photographic evidence (if claiming damage/fault)

Response time: Within 2 business days

11. Complaints and Disputes

If you're not satisfied with how we've handled your return:

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

  • Explain your concern
  • Reference your order and previous correspondence

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

Step 3: If unresolved, you can use:

12. Changes to This Policy

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.

13. Quick Reference Summary

Scenario Return Allowed? Who Pays Return Shipping? Refund Includes Shipping?
Changed mind (unopened, within 14 days) ✅ Yes You No
Changed mind (opened) ❌ No N/A N/A
Changed mind (after 14 days) ❌ No N/A N/A
Arrived damaged/unsealed ✅ Yes (7 days) Us Yes
Wrong item sent ✅ Yes Us Yes
Faulty product ✅ Yes (30 days) Us Yes
Disappointing card pulls ❌ No N/A N/A
Pre-order cancellation (before dispatch) ✅ Yes N/A Yes