Returns & Refund Policy
Clear, fair, and fully compliant with UK consumer law. Tailored for the realities of the Pokémon TCG market.
At a Glance
14-Day Return Window
Cancel anytime within 14 days of receiving your goods, as per UK Consumer Contracts Regulations 2013.
Sealed Products Exception
Factory seal must be intact. Broken or tampered seals void the return due to pack searching/weighing risk.
Condition Guarantee
All single cards over £20 are photographed before dispatch as proof of condition. Disputes resolved within 48 hours.
Refund Within 14 Days
Refunds processed within 14 days of us receiving your return. We inspect all returns within 2 business days.
UK Statutory Rights
Our returns policy is built on UK consumer law. These are your legal protections.
14-Day Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods. You do not need to give a reason. The cancellation period starts the day after you (or a nominated third party) take physical possession of the goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement — via email or our contact form — before the 14-day period expires. You can use the model cancellation form below, but it is not mandatory.
Model Cancellation Form
To: Collector’s Ambition, [business address], Email: support@collectorsambition.co.uk
I hereby give notice that I cancel my contract of sale of the following goods:
[Order Number / Product Description]
Ordered on: [date] / Received on: [date]
Your name: ___________________
Your address: ___________________
Date: ___________________
How to Initiate a Return
Contact us
Email us at support@collectorsambition.co.uk or use our contact form with your order number and reason for return.
Receive your RMA number
We’ll issue a Return Merchandise Authorisation (RMA) number and provide return shipping instructions within 1 business day.
Ship your return
Package the items securely with the RMA number clearly visible. Use a tracked shipping service — we cannot be held responsible for untracked returns lost in transit.
Refund processed
Once we receive and inspect your return, your refund will be processed within 14 calendar days to your original payment method.
Refund Method
All refunds are issued to the original payment method used at checkout. This includes any standard delivery cost you paid (if you cancel the whole order). If you chose a premium delivery option above our standard rate, we will only refund our standard delivery charge. Refunds may take 3–5 business days to appear in your account depending on your payment provider.
Return Shipping Costs
You are responsible for return postage costs unless the item is faulty, damaged, or incorrect. In those cases, we will cover the return shipping cost. We recommend using a tracked and insured service for returns — we cannot refund items lost in transit without proof of postage and tracking.
Your Statutory Rights
Your statutory rights under the Consumer Rights Act 2015 are not affected. This policy sits alongside — and does not override — any legal rights you hold under UK consumer protection legislation. If any term in this policy conflicts with your statutory rights, your statutory rights shall prevail.
Pokémon TCG–Specific Conditions
Different product types have different return conditions. These rules reflect the realities of the Pokémon TCG market.
Sealed Products
Booster Boxes • ETBs • Tins • BlistersSealed products (booster boxes, Elite Trainer Boxes, tins, blisters, collection boxes) can only be returned if the factory seal is intact and undamaged. If the plastic wrap, security seal, or any tamper-evident packaging has been broken, removed, or compromised, the return is void.
Why this policy exists: Broken seals make it impossible to verify that packs have not been weighed, searched, or tampered with. This is a recognised exception under UK law for sealed/hygiene goods where the seal protects the integrity of the product. Once the seal is broken, the product cannot be resold as factory-sealed.
All outer packaging (box, wrapping, promotional inserts) must be returned in its original condition. We reserve the right to deduct from your refund if packaging is damaged or missing.
Single Cards (Raw / Ungraded)
SinglesSingle cards must be returned in the exact same condition as they were shipped. Cards removed from their protective sleeves, top loaders, or team bags cannot be returned — removal from protective packaging introduces condition risk that we cannot underwrite.
Condition Dispute Process
If a card arrives in a different condition than advertised, you must provide clear, well-lit photographs within 48 hours of deliveryshowing the discrepancy. We compare these against our pre-dispatch photos. All single cards valued over £20 are photographed before dispatch as proof of condition. If we agree the card is not as described, we will provide a full refund including return postage.
Graded Cards (PSA, BGS, CGC)
Slabbed- ✓Returns accepted only if the slab is intact — cracked, opened, or damaged slabs void the return. The slab is the guarantee of authenticity and grade.
- ✓The certification number on the slab must match the number listed in the product description and visible in listing photos.
- ×No returns on graded cards where the grade was clearly stated and visible in listing photos. If you received the exact slab you ordered at the stated grade, you cannot return it simply because you disagree with the grading company’s assessment.
Digital Products (PTCGO / PTCGL Code Cards)
DigitalNo returns are accepted on digital codes once they have been delivered or revealed. By their nature, digital codes cannot be returned once the code has been accessed. UK law provides an exception for digital content where you have consented to immediate delivery and acknowledged the loss of your right to cancel.
Code not working? If a digital code card is defective or does not work, contact us within 7 days. We will verify the code with the issuing platform and, if confirmed invalid, provide a replacement code or refund. We photograph all code cards before dispatch with the code obscured but the card reference visible for verification.
Mystery / Blind Products
Mystery Packs • Blind BagsNo returns on opened mystery packs or blind bags. The value of these products is in the randomised, unknown contents. Once opened, the mystery element is consumed and the item cannot be resold. Unopened mystery products follow the same rules as standard sealed products — factory seal must be intact. This is consistent with UK consumer law for goods that are sealed for health or hygiene reasons where the seal has been broken.
Pre-Orders
Upcoming Releases- ✓Cancel anytime before dispatch — you can cancel a pre-order at any point before the item ships and receive a full refund. No questions asked.
- ✓Your 14-day right to cancel starts from the date of delivery, not the date you placed the pre-order. For pre-orders, this means you have the standard return window even if the item was ordered months in advance.
- ✓If a pre-order release date is delayed by the distributor or manufacturer, we will inform you as soon as possible. You retain your right to cancel for a full refund.
Bulk / Wholesale Orders
Trade & WholesaleDifferent terms may apply to bulk and wholesale orders, depending on the agreement at the time of purchase. The standard 14-day right to cancel still applies unless your order qualifies as a B2B (business-to-business) contract with separately negotiated terms. If you are purchasing for trade or wholesale, please contact us before placing your order to discuss terms tailored to your needs.
Process & Timescales
What to expect from start to finish when you return an item.
Refund Timeline
Refunds are processed within 14 calendar days of us receiving your returned goods. This is a UK legal requirement under the Consumer Contracts Regulations. Most refunds are processed much faster — typically within 3–5 business days.
Inspection Period
We inspect all returns within 2 business days of receipt. Our team checks seals, condition, packaging, and verifies that the returned item matches our dispatch records. You will be notified by email once the inspection is complete.
Partial Refunds
If returned items show diminished value beyond what is necessary to establish their nature (e.g., missing packaging, damaged sleeves, opened inner wrapping), we may deduct an appropriate amount from your refund. You will be informed of any deductions before they are applied.
Exceptions & Special Situations
Not all returns are straightforward. Here’s how we handle specific situations.
Faulty or Damaged Items
If your item arrives faulty or damaged, you are entitled to a full refund including return postage. You must provide clear photographs of the damage within 48 hours of delivery. We will either issue a full refund or ship a replacement (subject to availability), at your choice. We cover the cost of return shipping for faulty goods and will provide a pre-paid return label.
Wrong Item Shipped
If we ship you the wrong item, we cover the full return postage and will either ship the correct item (if still available) or issue a full refund including any shipping you paid. Contact us immediately upon noticing the error with your order number and a photo of the incorrect item received.
Lost Returns
You must use a tracked shipping service for returns. We are not responsible for return packages lost in transit without tracking. If you use an untracked service, you bear the risk of loss and we cannot issue a refund for items we do not receive. Keep your proof of postage and tracking number until your refund is confirmed.
International Returns
International customers are responsible for any customs duties, import taxes, or handling fees incurred on return shipments. You must mark the customs declaration as “Returned Goods” to avoid unnecessary charges and delays. Failure to mark the package correctly may result in customs fees that we will deduct from your refund.
Important:Do not use “Merchandise” or “Sale of Goods” on the customs form — this may trigger import charges that neither party can recover. Always use “Returned Goods — No Commercial Value” and include your RMA number in the package.
Still Have Questions About Returns?
Our team is here to help. Reach out if you’re unsure about eligibility or need assistance with a return.