Refund policy
Last updated: 18 June 2026
Thank you for shopping with RareTCG.
We want customers to feel confident when purchasing trading-card products from us. This Refund & Returns Policy explains how cancellations, returns, refunds and exchanges are handled.
Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.
1. Online Change-of-Mind Returns
For products purchased through our online store, you may cancel your order without giving a reason by notifying us within 14 days after the day you receive your order.
After notifying us that you wish to cancel, you must return the goods within a further 14 days.
To request a return, contact:
Please include your order number and the item or items you wish to return.
2. Condition of Change-of-Mind Returns
Products returned because you have changed your mind must be returned in a condition suitable for inspection and resale.
Products should be:
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unused;
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unaltered;
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complete;
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returned with any included accessories, inserts and promotional items;
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returned in their original packaging where applicable; and
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securely packaged to prevent damage during return delivery.
You may inspect a product in a reasonable way, similar to how you would inspect it in a physical shop.
If a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics and condition, we may reduce the refund to reflect any resulting loss in value.
3. Sealed Trading-Card Products
Trading-card products such as booster packs, booster boxes, collection boxes, Elite Trainer Boxes, tins and other sealed items can lose substantial value once their factory packaging, seals or shrink wrap have been opened or damaged.
Please do not open a sealed product if you intend to return it because you have changed your mind.
Where factory packaging or seals have been opened, removed, altered or damaged after delivery, we will assess the condition of the item individually. If the handling has reduced the item’s resale value, we may reduce the refund to reflect the diminished value.
Opening a booster pack or another product containing randomised contents normally prevents the item from being resold in its original condition and may substantially reduce its value.
This section does not affect your statutory rights where a product is faulty, damaged on arrival, counterfeit, not as described or otherwise does not conform to the contract.
4. Singles and Graded Cards
Loose trading cards and graded cards are condition-sensitive collector items.
For change-of-mind returns, singles and graded cards must be returned in the same condition in which they were supplied. Any sleeves, semi-rigid holders, top loaders, team bags, protective bags or other included protective materials should also be returned where applicable.
Please handle these products carefully. Scratches, dents, creases, whitening, surface marks, fingerprints, damaged labels, cracked slabs, removed seals or other changes in condition may reduce the value of the item.
Where handling beyond reasonable inspection reduces the value of a card or graded item, we may reduce the refund accordingly.
A change in market price after purchase is not a product fault and does not affect the original purchase price.
5. Products That Cannot Be Returned for a Change of Mind
We may be unable to accept a change-of-mind return, or the refundable amount may be reduced, where a product has been:
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used;
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altered;
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damaged after delivery;
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returned incomplete;
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opened in a way that materially reduces its value;
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mixed with other goods in a way that cannot be reversed;
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personalised or made to your specification; or
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returned without sufficient protective packaging and damaged during return delivery.
Any assessment will be made fairly and on a case-by-case basis.
This section applies only to change-of-mind returns. It does not remove your statutory rights where goods are faulty, damaged on arrival, not as described or otherwise do not conform to the contract.
6. Faulty, Damaged or Incorrect Products
Contact us as soon as possible if your order:
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arrives damaged;
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contains the wrong product;
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is missing an item;
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is faulty;
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is not as described; or
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appears not to be genuine.
Email:
Please include:
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your order number;
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a clear description of the issue;
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photographs of the affected item;
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photographs of the external packaging;
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photographs of any internal packaging; and
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any other relevant evidence.
Where possible, please report transit damage within 48 hours of delivery. Prompt reporting helps us investigate the issue and raise a carrier claim where appropriate. Reporting an issue after this period does not remove any statutory rights you may have.
Where goods are faulty, damaged on arrival, incorrect or not as described, we will provide an appropriate resolution in accordance with applicable UK consumer law. Depending on the circumstances, this may include a refund, replacement or another suitable remedy.
7. Minor Packaging Imperfections
Sealed trading-card products are manufactured, packaged, transported and distributed through third-party supply chains. Minor outer-packaging imperfections can occasionally occur.
Examples may include light scuffing, small dents, minor corner wear or slight imperfections in external wrapping that do not affect the contents of the product.
If the condition of external packaging is particularly important to you because you intend to keep a product sealed for display or collection purposes, contact us before ordering and we will advise where possible.
Nothing in this section affects your statutory rights where a product is damaged, faulty or not as described.
8. In-Store Purchases
For products purchased in person at our Liverpool trading location, RareTCG does not normally offer refunds or exchanges solely because a customer has changed their mind.
We may consider a discretionary return for an unused and unopened product in its original condition where appropriate. Any discretionary return is assessed individually and does not create an ongoing obligation to accept future change-of-mind returns.
Your statutory rights remain unaffected where an item purchased in store is faulty, damaged or not as described.
9. Cancelling an Order Before Dispatch
Contact us as soon as possible if you wish to cancel an order before it has been dispatched:
We will try to cancel the order before dispatch. However, we cannot guarantee that cancellation will be possible once processing has started.
If an order has already been dispatched, the standard online-return process will apply after delivery.
10. How to Return an Online Order
Before sending a return, contact:
Include your order number and the reason for your return so that we can provide the appropriate return instructions.
Unless otherwise agreed, returns should be sent to:
RareTCG
Hughes House
101 London Road
Liverpool
L3 8JA
United Kingdom
RareTCG is located inside Aram Supermarket.
Please do not send products to a different address or leave items at the trading location without first contacting us.
11. Return Shipping Costs
For an online change-of-mind return, you are responsible for arranging and paying the direct cost of returning the goods unless we agree otherwise.
We strongly recommend using a tracked delivery service and keeping proof of postage.
Where an item is faulty, damaged on arrival, incorrect or not as described, we will provide an appropriate return method or reimburse reasonable return-delivery costs where required.
12. Refund Processing
Once a return has been received, we will inspect the item and notify you of the outcome.
Where a refund is due, it will normally be issued using the original payment method.
For online change-of-mind cancellations, we will process the refund within 14 days after the earliest of:
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the day we receive the returned goods; or
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the day you provide evidence that the goods have been returned.
We may withhold the refund until we receive the returned goods or evidence that they have been sent back.
Where applicable, the refund will include the cost of the least expensive standard delivery option offered for the original order. If you selected a more expensive delivery service, the additional delivery cost is not normally refundable.
Your bank or payment provider may take additional time to display the refund after it has been processed.
13. Exchanges
We do not guarantee direct exchanges.
Where appropriate, we may offer a replacement for an incorrect, damaged or faulty item. For change-of-mind returns, the simplest option is normally to return the eligible item and place a new order separately.
14. Proof of Purchase
We may ask for proof that the item was purchased from RareTCG.
Suitable proof may include:
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your order-confirmation email;
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your order number;
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your receipt; or
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another reasonable record of purchase.
15. Business Purchases
This policy is primarily written for customers purchasing products as consumers.
Where products are purchased wholly or mainly for business purposes, different terms and statutory protections may apply.
16. Contact Us
For questions about cancellations, returns, refunds or damaged items, contact:
RareTCG
Operated by HAWANA LTD
Company number: 16751555
Email: support@raretcg.co.uk
Phone: +44 7474 808322
Trading address:
Hughes House
101 London Road
Liverpool
L3 8JA
United Kingdom
RareTCG is located inside Aram Supermarket.
Model Cancellation Form
Complete and send this form only if you wish to cancel an eligible online order.
To:
RareTCG
Hughes House
101 London Road
Liverpool
L3 8JA
United Kingdom
Email: support@raretcg.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Goods ordered:
[Insert product details]
Order number:
[Insert order number]
Ordered on:
[Insert date]
Received on:
[Insert date]
Customer name:
[Insert name]
Customer address:
[Insert address]
Customer signature:
[Only required if this form is submitted on paper]
Date:
[Insert date]