Refund policy
At Pokestopbee Trading Cards Ltd, we aim to provide quality products, accurate descriptions and excellent customer service.
Please read our Returns & Refunds Policy carefully before making a purchase.
1. Online Orders – 14-Day Cancellation Rights
Under UK consumer law, customers purchasing products online generally have the right to cancel their order within 14 days of receiving their goods, without providing a reason.
To exercise this right, customers must notify us of their decision to cancel within 14 days of receiving their order.
Once cancellation has been requested, customers have a further 14 days to return the goods.
Customers are responsible for return postage costs for change-of-mind returns, unless otherwise agreed.
All returned items should be securely packaged to prevent damage during transit.
These cancellation rights are subject to any applicable statutory exceptions.
2. Individual Pokémon Cards – Conditions & Product Images
At Pokestopbee Trading Cards Ltd, we make every effort to assess and describe the condition of our individual Pokémon trading cards as accurately as possible.
However, card condition assessments are subjective, and opinions may vary between collectors, retailers and professional grading companies.
While we take care when assessing our stock, occasional errors or differences in condition assessments may occur, particularly due to the volume and variety of cards we handle.
Card Conditions
- All card conditions are assessed to the best of our knowledge and ability.
- Minor imperfections, including scratches, whitening, edge wear, corner wear and surface marks, may not always be immediately visible during inspection.
- Our condition assessments do not guarantee a particular grade from PSA, CGC, Beckett or any other professional grading company.
- Customers should review the advertised condition of a card before purchasing.
- If you believe a card has been incorrectly described, please contact us so we can investigate and resolve the issue appropriately.
Product Images
Images displayed on our website are generally generic reference images used to identify the card and are not photographs of the exact physical card you will receive.
Please be aware that:
- Product images are for identification and illustrative purposes only.
- The physical condition of the card received may differ from the appearance of the reference image.
- Cards may have signs of wear consistent with their advertised condition.
- Customers should refer to the condition stated in the product listing rather than relying on the reference image to assess the card's physical condition.
- Additional photographs of individual cards may be requested before purchasing, subject to availability.
We understand that card condition is particularly important to collectors and aim to provide accurate and transparent descriptions.
If you believe a card has been incorrectly described, please contact us so we can review the matter.
Nothing in this section excludes or limits your statutory consumer rights, including your rights where goods are not as described.
3. Returns of Individual Pokémon Cards
Individual Pokémon cards purchased online are generally eligible for return under the statutory 14-day cancellation period.
For change-of-mind returns:
- Cards should be returned in their original condition wherever possible.
- Cards should be securely packaged to prevent damage.
- Customers should avoid unnecessary handling of cards.
- Where permitted by law, any reduction in value caused by handling beyond what is necessary to inspect the card may be deducted from the refund.
This does not affect customers' statutory rights where cards are faulty or incorrectly described.
4. Graded Pokémon Cards
Graded Pokémon cards purchased online are generally subject to the same statutory cancellation rights.
Returned graded cards must be the original items purchased.
Customers should take care not to damage, alter or tamper with grading cases.
Where permitted by law, any reduction in value caused by handling beyond what is necessary to inspect the item may be deducted from the refund.
Our descriptions of professionally graded cards are based on the information provided by the relevant grading company.
We cannot guarantee future grading outcomes, crossover grades or changes in market value.
Statutory consumer rights remain unaffected.
5. Sealed Pokémon Products
Sealed Pokémon TCG products purchased online are generally eligible for return under the statutory 14-day cancellation period.
For change-of-mind returns, we ask that products are returned unopened and in their original condition wherever possible.
Opening packaging, removing protective wrapping or breaking seals may reduce the value of a product.
Where permitted by law, we may make a deduction from the refund to reflect any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Opening a product does not automatically remove statutory cancellation rights.
We cannot guarantee the contents, rarity or value of randomly assorted trading card packs or sealed products.
6. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incomplete or incorrectly described, please contact us as soon as possible.
We may request photographs or additional information to help us investigate and resolve the issue.
Under the Consumer Rights Act 2015, customers have statutory rights where goods are faulty, not as described or not of satisfactory quality.
Depending on the circumstances, customers may be entitled to a refund, replacement or other appropriate remedy.
Where goods do not conform to the contract, we will cover reasonable return postage costs where required by law.
Nothing in this policy limits your statutory consumer rights.
7. Refunds
Once returned items have been received and assessed, we will process any refund due in accordance with applicable consumer law.
For valid statutory cancellations:
- Refunds will include the cost of the returned goods.
- The original standard delivery charge will also be refunded where required by law.
- Additional charges for premium or express delivery are not refundable beyond the cost of our standard delivery option.
- Refunds will be issued to the original payment method unless otherwise agreed.
Refunds will be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that the goods have been sent back, whichever is earlier.
Where no goods were supplied, refunds will be made within 14 days of being informed of the cancellation.
For partial order cancellations, delivery refunds will be calculated in accordance with applicable consumer law.
8. Click & Collect Orders
Orders purchased online for collection from our physical shop are generally subject to the same statutory 14-day cancellation rights as other online purchases.
The cancellation period normally begins the day after the goods are collected.
Customers wishing to cancel or return a Click & Collect order should contact us.
Items may be returned to our physical shop by arrangement.
This does not affect statutory rights where goods are faulty or incorrectly described.
9. In-Store Purchases
Purchases made directly in our physical shop are not automatically eligible for a change-of-mind refund.
We do not offer change-of-mind refunds for in-store purchases unless otherwise agreed.
However, customers retain their statutory consumer rights where goods are faulty, not as described or not of satisfactory quality.
10. Lost or Missing Deliveries
All online orders are dispatched using Royal Mail unless otherwise stated.
If an order has not arrived within the expected delivery timeframe, please contact us so we can investigate.
Where goods are lost in transit before delivery to the customer, we will fulfil our legal obligations regarding replacement or refund.
Risk generally remains with Pokestopbee Trading Cards Ltd until the goods come into the physical possession of the customer or a person identified by the customer to receive them, subject to applicable legal exceptions.
11. How to Request a Return
To request a return or report an issue with an order, please contact us using the details below.
Please include:
- Your order number.
- The item or items concerned.
- The reason for your return, if applicable.
- Photographs where relevant to a damaged, faulty or incorrectly described item.
Customers exercising their statutory right to cancel are not required to provide a reason.
We will provide return instructions and assist with the next steps.
12. Contact Information
Pokestopbee Trading Cards Ltd
Email: contact@pokestopbee.co.uk
Returns Address: 9 Old Ladies Court, Battle, East Sussex, TN33 0AH
Customers may contact us with any questions regarding returns, refunds or product conditions.
13. Statutory Rights
Nothing in this Returns & Refunds Policy excludes, restricts or affects any rights customers may have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Where any provision of this policy conflicts with applicable consumer law, the relevant statutory rights will take precedence.
14. Model Cancellation Form
You may use the following form to cancel an eligible online order, although you are not required to use it.
To: Pokestopbee Trading Cards Ltd
Email: contact@pokestopbee.co.uk
I hereby give notice that I cancel my contract of sale of the following goods:
Goods ordered:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date: