Refund policy

# Refund Policy We want you to be over the moon with your order — but if something's not quite right, don't worry, we're here to help. There are two ways you can send something back to us. One is your legal right, the other is us being nice. You can use whichever suits you best. --- ## Changed your mind? ### Your 14-day legal right By law, you've got **14 days from the day your order arrives** to let us know you'd like to cancel — no reason needed, no questions asked. Once you've told us, you've got another 14 days to pop it in the post back to us. If your order turned up in more than one parcel, the clock starts from the day the last one lands. ### Our 30-day goodwill window We also give you a bit longer than the law asks us to. If your item is **unused, unopened and still in its original packaging**, you've got a full **30 days from delivery** to send it back for a refund. Think of it as the friendly extension. It sits on top of your legal rights — it doesn't replace them. Whichever gives you the better outcome is the one that applies. --- ## How to return an item 1. **Drop us a message** — email [hello@neocards.co.uk](mailto:hello@neocards.co.uk) with your order number and let us know what's coming back. A quick line is all we need. 2. **Pack it up safely** — pop it back in its original packaging so it stays snug and secure on the journey to us. 3. **Post it back** — we'll send you the return address. If you're returning because you've changed your mind, the return postage is on you. We'd really recommend a tracked service — until it reaches us it's still your responsibility, and we all know what couriers can be like. If it goes missing without tracking, we won't have any way to sort a refund. If the item is faulty, damaged or simply not what you ordered, **we cover the return postage.** That one's on us. --- ## Refunds Once your return lands with us and we've given it a quick check, we'll process your refund within **5–7 working days**, straight back to your original payment method. If it hasn't appeared after a week, give your bank a little nudge — they're sometimes slower than we are. We'll always refund within 14 days of your return reaching us at the very latest, but we'd much rather beat that. **What about the delivery you paid?** If you're cancelling under your 14-day legal right, we refund the standard delivery charge you paid on the original order too. If you upgraded to a faster service, we'll refund the standard amount rather than the premium. --- ## A note on opened packs and sealed products This is the bit that's worth reading properly, because trading cards work a little differently to most things. If you cancel within your 14-day legal window, we can't refuse a return just because a sealed product has been opened. **But** we're allowed to reduce your refund to reflect any drop in value — and once a booster box, pack, tin or blind box is opened, its resale value is essentially gone. In plain English: **if you open it, the refund may be reduced to nothing.** You're very welcome to check the item over the way you would in a shop — have a proper look at the box, the seal, the condition. That's completely fine and won't affect your refund. It's breaking the seal and going through the cards that we can't undo. Our 30-day goodwill window is for unopened items only, for the same reason. --- ## Exchanges Prefer a swap instead of a refund? Easy. Just let us know what you'd like instead and we'll take care of it. If the new item costs a bit more, we'll send you a payment link for the difference. If it's cheaper, we'll refund you the rest. --- ## Faulty, damaged or incorrect items If we've made a mistake (sorry!) or your item arrives looking worse for wear, we'll put it right at no cost to you — replacement or refund, whichever suits you better. Just send us a quick snap of the item and the packaging so we can see what's happened and take it up with the carrier. **Please tell us as soon as you reasonably can.** That's a favour to us rather than a deadline — the sooner we know, the easier it is to chase the courier. It doesn't affect your rights in any way. Your legal rights here are generous, and we'll always honour them: - **In the first 30 days** — you can reject a faulty item outright and get a full refund. - **Up to 6 months** — you can ask us for a repair or replacement, and if that doesn't work out, a refund. - **Up to 6 years** (5 in Scotland) — you may still have a claim if the item was faulty when it reached you. --- ## Order cancellations & amendments Had a change of heart before it's gone out? No problem at all. If your order hasn't been dispatched yet, we'll cancel it free of charge — just message us via the [Contact](/pages/contact) page or email [hello@neocards.co.uk](mailto:hello@neocards.co.uk). If it's already on its way, you'll need to return it instead — just follow the steps above. **Pre-orders** work the same way. You can cancel any time before dispatch for a full refund. And if a release date shifts or our allocation gets cut, we'll always let you know and refund you in full if we can't fulfil it. --- ## Bought something in the Highworth shop? The 14-day cancellation right applies to orders placed online, by phone or by email — it doesn't cover items bought in person over the counter. If something you bought in-store is faulty, misdescribed or not fit for purpose, your rights are exactly the same as above and we'll sort it out. For a straightforward change of mind on an in-store purchase, have a chat with us — we'll usually offer an exchange or credit note. --- ## Your statutory rights Nothing in this policy affects your legal rights under the **Consumer Rights Act 2015** or the **Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013**. Full detail is in our [Terms of Service](/policies/terms-of-service), sections 8 to 10. --- Got questions? Need help? Just fancy a chat? Get in touch — we're always happy to help. **Neo Cards & Collectables Limited** 36 High Street, Highworth, Wiltshire, SN6 7AQ [hello@neocards.co.uk](mailto:hello@neocards.co.uk) · 0330 122 6539