Returns & Refunds Policy

The Card Cellar – Returns & Refunds

At The Card Cellar, we want every customer to be happy with their purchase. We take care when selecting, packaging and dispatching our products to ensure they arrive in the condition advertised.

Please read our returns and refunds policy before making a purchase.

1. Change of Mind Returns

Under UK Consumer Contracts Regulations, customers purchasing online have the right to cancel most orders within 14 days of receiving their goods.

• You must notify us within 14 days of receiving your order.

• You then have a further 14 days to return the goods.

• Items must be returned in their original condition, with all original packaging and accessories where applicable.

• Return postage costs are the responsibility of the customer unless the item is faulty or incorrectly supplied, or we agree otherwise.

Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first.

2. Pokémon Trading Cards & Graded Slabs

We understand the importance of condition, authenticity and presentation when purchasing trading cards.

• Single cards and professionally graded slabs are not eligible for change-of-mind returns once the applicable cancellation period has expired.

• Graded slabs must be returned in their original protective casing.

• Any damage to the card, slab, grading label or protective casing caused after delivery may affect the value of the item and any refund due.

• Customers must not attempt to open, alter or tamper with graded slabs.

Nothing in this policy removes your statutory rights if an item is faulty, misdescribed or not as advertised.

3. Sealed Products & Booster Packs

For sealed Pokémon products, including booster packs, booster bundles, Elite Trainer Boxes and collection boxes:

• Products returned under the change-of-mind policy must be in their original condition.

• Opened booster packs and products may have diminished value if handled beyond what is reasonably necessary to inspect them.

• We cannot accept returns for cards pulled from opened booster packs simply because the customer is unhappy with the cards received.

• We cannot guarantee specific cards, rarities or pulls from any sealed product.

4. Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the item and packaging where applicable.

We will investigate the issue and arrange an appropriate resolution in accordance with your statutory rights, which may include a replacement, repair or refund.

Under the Consumer Rights Act 2015, customers generally have a 30-day short-term right to reject faulty goods for a refund.

5. Fraud Prevention & Return Checks

To protect our customers and our business against fraudulent returns:

• We may request photographs or other reasonable evidence when investigating a return.

• Returned items will be inspected to verify their condition and authenticity.

• We reserve the right to investigate suspected tampering, product substitution or fraudulent claims.

• We may report suspected fraudulent activity to the relevant authorities.

We will not refuse a legitimate statutory refund simply because a customer cannot provide evidence beyond what is reasonably required by law.

6. Refund Processing

Once a return has been approved, refunds will normally be issued using the original payment method.

Please allow up to 14 days for refunds to be processed, where applicable under consumer legislation. Your bank or payment provider may take additional time to display the funds.