Terms of service

# Terms of Service **Neo Cards & Collectables Limited** Last updated: 13 August 2026 --- ## 1. About us and how to contact us We are **Neo Cards & Collectables Limited**, a company registered in England and Wales. - **Company number:** 13291574 - **VAT number:** 376190282 - **Registered and trading address:** 36 High Street, Highworth, Wiltshire, SN6 7AQ, United Kingdom - **Email:** hello@neocards.co.uk - **Telephone:** 0330 122 6539 In these terms, "we", "us" and "our" mean Neo Cards & Collectables Limited. "You" and "your" mean the person using our website or buying from us. You can contact us by email, by telephone, or by post at the address above. If we need to contact you, we will do so by email or telephone using the details you gave us when you placed your order. ## 2. These terms These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. Please read these terms carefully before placing an order. By placing an order you agree to be bound by them. If you do not agree to these terms, please do not use our website or place an order. We recommend you save or print a copy of these terms for your records. ### 2.1 Which terms apply to you These terms apply to you as a **consumer** — an individual buying products wholly or mainly for personal use. If you are buying as a **business** (including for resale), section 20 applies to you instead of sections 8, 9 and 10, and different rules apply to your rights and our liability. Please tell us at the point of order if you are buying as a business. ### 2.2 Other documents that form part of our agreement The following also apply to your use of our website and your purchases from us, and form part of our agreement with you: - Our Privacy Policy, which explains how we handle your personal information - Our Refund Policy - Our Shipping Policy Where there is any conflict between these terms and one of those policies, these terms take priority — except in relation to personal data, where the Privacy Policy takes priority. ## 3. Who can buy from us You must be at least 18 years old to place an order with us. If you are under 18, you may only use our website with the involvement and consent of a parent or guardian, and any order must be placed by them. Some products we sell carry age recommendations or age ratings set by the manufacturer. These are guidance on suitability and are not a legal restriction unless the product is specifically age-restricted by law. ## 4. Our products ### 4.1 Authenticity All products we sell are sourced from trusted, genuine distributors. ### 4.2 Randomised and blind products Many trading card game products — including booster packs, booster boxes, tins, collection boxes, blind boxes and similar sealed products — contain **randomised contents**. **Cards and contents vary by pack, and no specific card or item is guaranteed.** This applies to any card, character or item shown in a product image, named in a product title or description, or referred to in our marketing, including chase cards, secret rares, alternate arts and any other sought-after items. Images of specific cards are illustrative of the set or product only. We cannot and do not guarantee the pull rate, rarity distribution or contents of any sealed randomised product. These are determined by the manufacturer. ### 4.3 Product descriptions and images We take care to describe and picture our products accurately. However: - Product images are for illustration. Packaging, artwork and print runs change, and the item you receive may differ in appearance from the image shown. - Colours may appear differently depending on your device and its settings. - Where a product is part of a set or series, the specific item you receive may vary if the listing says so. Nothing in this section affects your legal rights if a product is not as described. See section 10. ### 4.4 Availability, allocation and purchase limits Trading card game products are frequently subject to allocation by manufacturers and distributors. This means the quantity we are able to supply may be reduced, delayed or withdrawn at short notice, and this is often outside our control. To keep stock available to as many customers as possible, we may apply purchase limits per customer, per household or per order. We may cancel orders that we reasonably believe are placed to circumvent those limits, or that are placed for resale where we have said a product is limited to personal purchase. If we cancel your order under this section we will refund you in full. See section 4.6 for pre-orders. ### 4.5 Product changes We may change a product to reflect changes in relevant laws or regulatory requirements, or to implement minor technical adjustments and improvements. These changes will not affect your use of the product. ### 4.6 Pre-orders Where you place a pre-order for a product that has not yet been released: - The release date shown is the date given to us by the manufacturer or distributor and is an estimate. Release dates move, and we will let you know if the date changes materially. - We take payment at the point of order unless the product listing says otherwise. - If our allocation is reduced and we cannot fulfil your pre-order, we will contact you and refund you in full. We will normally allocate available stock in the order pre-orders were received. - If the manufacturer's recommended price changes before release, we will contact you before dispatch. You may cancel for a full refund if you do not wish to proceed at the new price. - Your 14-day right to cancel (section 8) runs from the day you receive the goods, not from the day you pre-ordered. ## 5. Our contract with you ### 5.1 How your order is accepted Placing an order on our website is an offer to buy from us. It does not create a contract. A contract comes into existence between you and us only when we send you an email confirming that your order has been **dispatched**. An order confirmation or payment receipt sent before that point is an acknowledgement, not an acceptance. ### 5.2 If we cannot accept your order We may decline an order for any reasonable reason, including where: - the product is out of stock or our allocation has been reduced - we have identified an error in the price or description of the product - we are unable to meet a delivery deadline you have specified - we reasonably believe the order breaches our purchase limits or is fraudulent If we decline your order we will tell you promptly and refund any payment taken in full. ## 6. Price and payment ### 6.1 Prices The price of a product is the price shown on the product page at the time you place your order. Prices include VAT at the applicable UK rate. Delivery charges are shown separately at checkout and are set out in our Shipping Policy. Some second-hand and collectable items may be sold under the VAT margin scheme. Where this applies, VAT is not separately shown and cannot be reclaimed on the invoice. ### 6.2 If we get the price wrong We take care to price our products correctly, but errors happen. If we discover an error in the price of a product you have ordered: - Where the correct price is **lower** than the price shown, we charge the lower amount. - Where the correct price is **higher** and the error is obvious and could reasonably have been recognised by you as a mispricing, we may contact you before dispatch to ask whether you wish to proceed at the correct price or cancel. If we cannot reach you, we will treat the order as cancelled and refund you in full. ### 6.3 Payment We accept the payment methods shown at checkout. Payment is taken at the point of order. We are not obliged to dispatch until we have received payment in cleared funds. ## 7. Delivery Delivery timescales, charges and services are set out in our Shipping Policy, which forms part of these terms. ### 7.1 Delivery times Any delivery date or timescale we give is an estimate unless we have expressly agreed otherwise in writing. Delivery is normally within 30 days of the contract being formed. If we have not delivered within 30 days, or within any longer period we agreed with you, you may treat the contract as at an end and receive a full refund. If you told us before ordering that delivery by a specific date was essential and we miss that date, you may end the contract immediately. ### 7.2 If you are not in If nobody is available to take delivery, the carrier will leave a note explaining how to rearrange delivery or collect the parcel. If, after a failed delivery, you do not rearrange delivery or collect the parcel from the carrier within the period the carrier allows, we may end the contract. Section 12 will apply. ### 7.3 Risk and ownership Products are your responsibility from the time they are delivered to the address you gave us. You own the products once we have received payment in full and they have been delivered. ### 7.4 Reasons we may delay We may delay or suspend supply where we need to deal with technical problems, make minor technical changes, or update the product to reflect changes in law. We will contact you to let you know, and if the delay is substantial you may end the contract and receive a refund for products paid for but not received. ## 8. Your right to change your mind (14-day cancellation right) This section sets out your legal right to cancel under the **Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013**. It applies in addition to our goodwill returns policy in section 9. ### 8.1 The right For most products bought online, you have the right to cancel within **14 days of the day you (or someone you nominate) receive the goods**, without giving any reason. Where your order is delivered in multiple consignments, the 14 days run from the day you receive the last consignment. ### 8.2 How to cancel Tell us clearly that you wish to cancel, before the 14 days expire. You can: - Email us at hello@neocards.co.uk with your order number - Telephone us on 0330 122 6539 - Write to us at 36 High Street, Highworth, Wiltshire, SN6 7AQ You may use the model cancellation form at the end of these terms, but you do not have to. ### 8.3 Returning the goods You must send the goods back to us within **14 days of telling us you wish to cancel**. You are responsible for the cost of return postage when you are cancelling because you have changed your mind. We recommend you use a tracked service and obtain proof of postage, as you are responsible for the goods until they reach us. ### 8.4 Your refund We will refund you within **14 days of receiving the goods back** from you, or within 14 days of you providing evidence that you have sent them back, whichever is earlier. Your refund will include the **basic outbound delivery cost** you paid — that is, the cost of the least expensive standard delivery method we offer. If you chose a more expensive delivery service, we refund only the basic amount. We refund to the original payment method. ### 8.5 Deductions for handling You may handle the goods as you would in a shop, to establish their nature, characteristics and functioning. If you handle them beyond that, we may reduce your refund to reflect the reduction in the value of the goods. **This is particularly relevant to sealed trading card products.** Opening a sealed booster pack, booster box, tin, collection or blind box goes beyond what is necessary to establish the nature and characteristics of the product, and substantially or entirely destroys its resale value. Where sealed product has been opened, the deduction we make may be up to the full price of the item. ### 8.6 When the cancellation right does not apply The 14-day cancellation right does not apply to: - Goods made to your specification or clearly personalised - Goods which are liable to deteriorate or expire rapidly - Sealed goods which are not suitable for return for health protection or hygiene reasons, if unsealed after delivery - Sealed audio recordings, video recordings or computer software, if unsealed after delivery - Products bought in our physical shop (see section 9.3) ## 9. Our goodwill returns policy Separately from your legal rights in section 8, we offer a **30-day goodwill returns window** from the date of delivery, for change-of-mind returns. To qualify, items must be unused, unopened where sold sealed, and in their original packaging and condition. Return postage on goodwill returns is your responsibility. This is an additional commercial offer. **It does not replace or limit your legal rights under section 8 or section 10.** Where the two overlap, whichever gives you the better outcome applies. Our full returns process is set out in our Refund Policy. ### 9.3 In-store purchases The 14-day cancellation right in section 8 applies to distance sales — orders placed online, by phone or by email. It does not apply to items you buy in person in our Highworth shop. For in-store purchases, your rights in relation to faulty, misdescribed or unfit goods (section 10) apply in full. We may also offer an exchange or credit note as a goodwill gesture, at our discretion. ## 10. If there is a problem with your product ### 10.1 Your legal rights We are under a legal duty to supply products that conform with this contract. Under the **Consumer Rights Act 2015**, the products we supply must be: - **Of satisfactory quality** - **Fit for purpose** - **As described** Nothing in these terms affects these rights. ### 10.2 Your remedies If your product is faulty, misdescribed or not fit for purpose: - **Within 30 days of delivery** you have a short-term right to reject the goods and receive a full refund. - **Within 6 months** you may ask for a repair or replacement. If that fails or is not possible, you are entitled to a refund, which may be reduced to reflect any use you have had. - **Up to 6 years** (5 years in Scotland) you may still have rights if the product was faulty at the time of delivery. Where you exercise these rights, we pay the cost of returning the goods to us. ### 10.3 Damaged or missing items If your order arrives damaged, or an item is missing, please tell us as soon as you reasonably can and send us a photograph of the issue and the packaging. Prompt notice helps us investigate with the carrier and resolve things quickly. **This is a request, not a deadline.** It does not shorten or limit the statutory rights described in section 10.2. ### 10.4 How to tell us Email hello@neocards.co.uk with your order number and details of the problem, or telephone 0330 122 6539. ## 11. Your right to end the contract You may end the contract at any time if: - We have told you about a forthcoming change to the product or these terms that you do not agree to - We have told you about an error in the price or description and you no longer wish to proceed - Supply is significantly delayed by events outside our control - You have a legal right to end the contract because of something we have done wrong In these cases the contract ends immediately and we will refund you in full for products not provided. ## 12. Our right to end the contract We may end the contract if: - You do not make a payment when it is due and you still do not pay within 14 days of us reminding you - You do not, within a reasonable time, provide us with information we need to supply the products - You do not, within a reasonable time, accept delivery or collect the products from the carrier If we end the contract in these situations, we will refund you any money you have paid in advance, less reasonable compensation for the net costs we incur as a result. ## 13. Our liability to you ### 13.1 What we do not exclude **We do not exclude or limit our liability to you in any way where it would be unlawful to do so.** This includes liability for: - Death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors - Fraud or fraudulent misrepresentation - Breach of your legal rights in relation to the products, including the right to receive products which are as described, of satisfactory quality, fit for purpose, supplied with reasonable skill and care, and (where applicable) match any sample or model - Defective products under the Consumer Protection Act 1987 ### 13.2 What we are responsible for If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if at the time the contract was made both we and you knew it might happen. ### 13.3 What we are not responsible for We are not liable for loss or damage that was not foreseeable. We do not supply products for business use. If you use the products for any commercial or business purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity. We are not responsible for the future market or resale value of any product. Trading cards and collectables can fall as well as rise in value, and we make no representation about their value as an investment. ## 14. Events outside our control We are not liable for any failure or delay in performing our obligations where that failure or delay results from events outside our reasonable control — including manufacturer or distributor allocation failures, carrier failures, industrial action, epidemic, fire, flood, or failure of public infrastructure. If such an event occurs, we will contact you as soon as reasonably possible and take steps to minimise the delay. If the delay is substantial, you may contact us to end the contract and receive a refund for products you have paid for but not received. ## 15. Intellectual property All content on our website — including text, graphics, logos, product images, layout, and the "Neo Cards & Collectables" name and logo — is owned by us or our licensors and is protected by copyright, trade mark and other intellectual property laws of the United Kingdom and other countries. You may view, download and print content from our website for your own personal, non-commercial use. You may not reproduce, distribute, modify, republish or exploit any of it commercially without our prior written permission. Trade marks, character names, artwork and other intellectual property relating to the products we sell — including but not limited to Pokémon, Magic: The Gathering, Disney Lorcana, One Piece, Gundam and Riftbound — belong to their respective owners. We are an independent retailer and are not affiliated with, endorsed by, or sponsored by those rights holders. ## 16. Acceptable use of our website You may use our website only for lawful purposes. You must not: - Use it in any way that breaches applicable law or regulation - Use it to send or knowingly transmit any malicious code, or to interfere with its operation or security - Attempt to gain unauthorised access to our website, the server on which it is stored, or any connected server or database - Use automated systems, scrapers or bots to place orders, monitor stock, or extract data from our website without our written permission We may suspend or withdraw your access to our website if you breach this section. ## 17. Your personal information We use your personal information as set out in our Privacy Policy. Our website is hosted by Shopify. Any sales and purchases you make are made directly with Neo Cards & Collectables Limited, not with Shopify. Shopify collects and processes information about your use of our website in order to provide and improve the service. Shopify is not responsible for any aspect of any sale between you and us. ## 18. Complaints If you are unhappy with a product or with our service, please contact us first at hello@neocards.co.uk or on 0330 122 6539. We aim to acknowledge complaints within 2 working days and resolve them within 14 days. If we cannot resolve your complaint to your satisfaction, you may be able to refer it to an alternative dispute resolution provider, or you may take the matter to court under section 21. ## 19. Changes to these terms We may amend these terms from time to time — for example, to reflect changes in law, in the products we sell, or in how we operate. The terms that apply to your order are the terms in force at the time you placed it. Changes to these terms do not apply retrospectively to contracts already formed. The current version is always available on our website, with the date it was last updated shown at the top. ## 20. Business customers If you are buying as a business, including for resale: - The consumer cancellation right in section 8 does not apply, and our goodwill returns policy in section 9 does not apply. - The Consumer Rights Act 2015 does not apply. Instead, the Sale of Goods Act 1979 governs the quality of goods supplied. - Our total liability to you in connection with any order is limited to the price paid for that order. - We exclude all implied warranties, conditions and other terms to the fullest extent permitted by law. - These terms constitute the entire agreement between us in relation to your order. Nothing in this section excludes liability for death or personal injury caused by negligence, or for fraud. ## 21. Other important terms **Transfer.** We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens, and we will ensure the transfer does not affect your rights. You may only transfer your rights or obligations to another person if we agree in writing. **Third parties.** This contract is between you and us. No other person has any right to enforce any of its terms. **Severability.** Each paragraph of these terms operates separately. If any court or authority decides that any of them is unlawful, the remaining paragraphs remain in full force and effect. **Delay in enforcing.** If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of a breach, that does not mean you do not have to do those things, and it does not prevent us taking steps against you at a later date. ## 22. Governing law and jurisdiction These terms are governed by **the law of England and Wales**, and you may bring legal proceedings in the courts of England and Wales. If you live in Scotland, you may bring legal proceedings in either the Scottish or the English and Welsh courts. If you live in Northern Ireland, you may bring legal proceedings in either the Northern Irish or the English and Welsh courts. --- ## Model cancellation form *You only need to use this form if you want to cancel the contract under section 8. You do not have to use it — any clear statement of your decision to cancel will do.* To: Neo Cards & Collectables Limited, 36 High Street, Highworth, Wiltshire, SN6 7AQ — hello@neocards.co.uk I/We hereby give notice that I/we cancel my/our contract of sale of the following goods: - Ordered on / received on: ______________________ - Order number: ______________________ - Name of consumer(s): ______________________ - Address of consumer(s): ______________________ - Signature (only if this form is notified on paper): ______________________ - Date: ______________________