Last updated – 2026

At Collecterz TCG, we take pride in offering authentic, high-quality Pokémon cards and collectibles.

Your satisfaction is important to us, and we want every customer to shop with confidence. Please review our updated return and refund policy below.

1. Eligibility for Returns

We accept returns within 14 days of the delivery date, in accordance with UK consumer rights.

To be eligible for a return, your item must:

• Be unused, undamaged, and in its original packaging.

• Include proof of purchase (order confirmation or invoice).

Please note:

• Singles (individual cards) are non-returnable unless they arrive damaged or incorrect.

• Items returned beyond 14 days may not be accepted.

2. Non-Returnable Items

For health, safety, and authenticity reasons, we cannot accept returns on:

• Opened booster packs, boxes, or sealed products.

• Graded cards (PSA, BGS, CGC, etc.).

• Digital codes or virtual items.

• Clearance or final sale items marked as non-refundable.

3. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 72 hours of delivery.
To help us resolve the issue quickly, include the following details in your message:

• Your order number

• A brief description of the issue

• Clear photos of the affected items and packaging

Once verified, we will offer a replacement or full refund, depending on product availability.

4. Return Process

To start a return, please email our support team at sales@collecterztcg.co.uk.

When contacting us, include:

• Your order number

• The reason for return

Once your return request is approved, we will provide you with the return address and instructions.

Customers are responsible for return shipping costs unless the item was received damaged, defective, or incorrect.

5. Refunds

Refunds are processed using the original payment method within 5–7 business days of receiving and inspecting your returned item.

Please note:

• Shipping fees are non-refundable, except in cases where we made an error or the item arrived damaged.

• You will receive a confirmation email once your refund has been issued.

6. Contact

If you have questions about your return or refund, please reach out to our support team:

• Email: hello@collecterztcg.co.uk