We want you to love your purchase. We do our best to upload super snaps of our items and write accurate, detailed descriptions, but if you aren't happy for any reason, please let us know. We accept returns for any reason within 14 days - simply package up unwanted items safely, pop them in the post and return them for a refund. Please note: damaged goods must be reported within 24 hours of delivery.
To help you with your return, please take note of the following guidance:
1. Please make sure you package your return up safely and securely to ensure it reaches us in the same condition it left us. If you need any help or packaging tips - please get in touch. We recommend a tracked service for returns because, unfortunately, returned goods are the buyer's responsibility until they safely arrive back to us. We cannot exchange or refund goods that are lost in the mail, so using a tracked service will prevent this.
2. If you have simply changed your mind about your order within 14 days, we'd be pleased to receive the item back in the same condition we sent it to you. Please note that the cost of return postage in this instance is the customer's responsibility, and any postage paid on the original order is non-refundable.
3. Where items arrive defective or damaged in transit, please report this to us within 24 hours of delivery with photos. We accept returns for defective or damaged items within 30 days of the initial purchase date. In this instance, we will pay the cost of return postage. Orders with damage that are not reported within 24 hours for cannot be returned, unfortunately.
4. Any sealed products must be returned in their original packaging, undamaged and unopened.
5. Pokemon TCG Code Cards, and similar items with a printed, single-use, redeemable code, are not eligible for returns.
6. Single cards must be returned in the same condition as sent out.
Order Cancellations & Amendments
If you wish to cancel your order before it has been dispatched, we will be happy to action this for you completely free of charge. Simply contact us using our contact us page to let us know, and we'll take care of the rest. We recommend giving us a call to ensure your order isn't packaged and dispatched before your email is seen. Cancelling or amending an order after dispatch is classed as a return, so please follow our returns process above.
How To Make A Return
Please contact us by phone, email or our webchat service to organise your return.
Quality & Authenticity
We take pride in the products we sell at Neo Cards & Collectables, which is why we only source quality, authentic and officially licensed products from UK Distributors. You can rest assured that any product you order from us is the real deal. Without question. Ever.