Refund and Returns Policy
Last updated: 03/12/2025
We want you to be happy with your order. This policy explains when you can return items, how refunds work, and what costs may apply.
Nothing in this policy affects your legal rights under UK consumer law.
1. Who we are
TCG Smiths is an online shop that sells trading cards and related goods.
If you have any questions about returns, please contact us at:
Email: contact@tcgsmiths.com
2. Items covered by this policy
This policy applies to:
- Single trading cards
- Sealed products (for example booster packs, boxes, ETBs)
- Accessories (for example sleeves, binders, toploaders, playmats)
3. Right to cancel (change of mind)
If you order online as a UK consumer, you normally have 14 days from the day after delivery to tell us you want to cancel your order for most items.
However, this right does not apply to:
- Sealed items that have been opened
- Items that are no longer in the same condition as sent
If you wish to cancel:
- Contact us within 14 days of receiving your order.
- Send the items back within 14 days from the day you tell us.
- Items must be unused and in the same condition as sent.
You are responsible for return postage for change of mind returns.
4. Condition of cards and sealed products
Single cards
We grade cards in good faith and describe them as clearly as we can.
If you feel a card is not as described, please contact us within 14 days of delivery with:
- Your order number
- Photos of the card, front and back
We will review the case and may offer a refund, replacement (if available) or other solution.
Please note:
- Small marks or printing flaws from the factory may still occur, even on sealed fresh stock.
- Grading can be subjective, but we will always aim to act fairly.
Sealed products
Sealed products are sold in the condition supplied by the maker.
We cannot offer refunds or returns for:
- Opened packs, boxes or other sealed items
- Pulls or contents that you are unhappy with
You can only return sealed items if:
- They arrive damaged, or
- You received the wrong item, and
- They are still sealed and in the same condition as received.
5. Faulty, damaged or incorrect items
If an item arrives damaged, faulty, or not what you ordered:
- Contact us as soon as possible, and no later than 14 days after delivery.
- Include your order number and clear photos of the item and packaging.
Once we have checked the issue, we will:
- Arrange a replacement (if stock is available), or
- Offer a refund, or
- Agree another suitable solution
If the problem is our fault (for example wrong item sent) or due to damage in transit, we will usually cover reasonable return postage or provide a return label.
6. 2% cost on refunds
When we process a refund, our payment provider charges non-refundable fees. To cover this, a 2% cost of the product price is deducted from the refund amount in most cases.
- This 2% cost is applied on the product amount only, not on shipping.
- For example, if you return a £20 card, £0.40 may be kept to cover payment fees, and you would receive £19.60 back (plus any shipping refund where due).
We do not apply this 2% cost if:
- The item is faulty, damaged on arrival, or
- We sent the wrong item, or
- We agree the issue is our mistake
In those cases, you will receive a full refund for the product price (and shipping where required by law or where we agree to do so).
7. Refund process and timeframes
Once we receive and check your return:
- We will email you to confirm we have it.
- If approved, we will process your refund to your original payment method.
Please allow:
- Up to 5–10 working days for the refund to show on your bank or card statement, depending on your bank or card provider.
If we decide not to approve a refund (for example item not as described, opened sealed pack, or damage caused after delivery), we will explain why.
8. Return postage
When you pay return postage
You are responsible for the cost of sending items back to us if:
- You changed your mind, or
- You ordered the wrong item, or
- You want to return an item that is as described and not faulty
We strongly suggest using a tracked or signed-for service, as you are responsible until the parcel reaches us.
When we pay return postage
We will usually cover return postage if:
- We sent the wrong item
- The item arrived damaged or faulty
- We ask you to return an item due to our error
We will either:
- Provide a prepaid label, or
- Refund reasonable postage costs once you send us a receipt.
9. Items that cannot be returned
We cannot accept returns for:
- Opened booster packs, boxes or any other opened sealed product (unless there is a clear fault with the product itself)
- Items damaged by misuse or poor handling after delivery
- Items returned in a different condition than sent
- Cards that have been played without sleeves or otherwise clearly worn after delivery
10. Exchanges
We do not offer direct item-for-item exchanges at this time.
If you want a different item:
- Follow the refunds process (if your item is eligible)
- Place a new order for the desired item
11. Orders lost in transit
If your order does not arrive within the expected time:
- Please contact us and we will check tracking where available.
- If the courier confirms loss, we will usually offer a replacement (if in stock) or a refund.
We handle lost parcels on a case by case basis, in line with courier rules and our own checks.
12. Contact details
To start a return or talk to us about a refund, please contact:
Email: [your email]
Address: [your address]
Please include your order number in all messages.