Returns & Refunds Policy

We want customers to shop with confidence. This policy explains how to cancel a distance-sale order, return eligible goods or report a problem. It does not limit your statutory rights.

Cancelling an online order

For most goods bought online, you may cancel without giving a reason from the time the order is placed until 14 days after the day you receive the goods.

You must tell CardMate clearly that you wish to cancel within that period. After notifying us, you have a further 14 days to return the goods.

Please contact us before returning anything so that we can provide the correct return instructions.

Inspecting and handling goods

You may inspect goods as you reasonably could in a shop to establish their nature, characteristics and functioning.

You do not automatically lose the statutory right to cancel simply because packaging or a seal has been opened. However, CardMate may make a lawful deduction from the refund if handling beyond what is reasonably necessary has diminished the value of the goods.

Factory seals, booster packs and other sealed TCG products can form an important part of a product’s condition and resale value. Opening or damaging those seals, opening packs, or otherwise handling a product beyond reasonable inspection may substantially diminish its value and may result in an appropriate deduction where legally permitted.

Any deduction will reflect the actual reduction in value and will not affect rights relating to faulty, damaged, incorrect or misdescribed goods.

Return costs

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods unless CardMate agrees otherwise.

Please package returns securely. We recommend retaining proof of postage and using an appropriately tracked and insured service.

CardMate will cover reasonable return costs where goods are faulty, damaged, incorrect or not as described and a return is required.

Refunds following statutory cancellation

Where the statutory cancellation right applies, CardMate will refund:

• The price paid for the returned goods
• The cost of the least expensive standard outbound delivery option offered for the order, where required by law

If you selected a more expensive delivery service, the additional cost above standard delivery does not have to be refunded.

The refund will be made to the original payment method unless another method is expressly agreed. It will be processed without undue delay and no later than 14 days after CardMate receives the returned goods or, if earlier, 14 days after you provide evidence that they were sent back.

CardMate may withhold the refund until the goods are received or evidence of return is supplied, where legally permitted.

Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. If an order is faulty, damaged, incorrect or not as described, contact CardMate promptly with:

• Your order number
• A description of the problem
• Photographs of the goods and packaging where relevant

These rights are separate from the change-of-mind cancellation right. Nothing in this policy limits the remedies available under the Consumer Rights Act 2015 or other applicable law.

Exchanges

CardMate does not currently offer direct exchanges. You may return eligible goods in accordance with this policy and place a new order for the preferred item.

Contact

To cancel an order, request a return or report a problem, use the CardMate Contact page and include your order number.