Refund policy

 

Returns & Refunds Policy
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return, your item must be in the exact same condition that you received it. It must be completely unused, unaltered, and in its original, undamaged packaging. You will also need the receipt or proof of purchase.

Specific Pokémon Product Return Rules:
  • Sealed Products: Items such as Booster Boxes, Elite Trainer Boxes (ETBs), Tins, Blister Packs, and Booster Packs cannot be returned once the original factory shrink-wrap, tape, or product seal has been broken, torn, or tampered with. Opening a sealed item voids your right to a change-of-mind return entirely.
  • Single Cards (Singles): Individual trading cards must be returned in the exact condition they were sent, housed in the original protective sleeves, top-loaders, or team bags provided. We document card conditions before shipping; returns will not be accepted if a card shows signs of handling, play, scratching, or has been swapped.
How to Start a Return:
To start a return, contact us at
 support@tcglane.com. Returns must be sent to the following address:
5 Cedar Walk, Marston Road, Stafford,
ST16 3BU.
  • Change of Mind: If you are returning an item simply because you changed your mind, you are responsible for paying your own return shipping costs. We highly recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.
  • Faulty, Damaged, or Incorrect Items: If we accept a return because an item is genuinely defective, damaged, or the wrong item was sent, we will provide a prepaid return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.
Damages, Faults, and Issues:

Please inspect your order upon receipt. Under the UK Consumer Rights Act, you have 30 days to reject goods if they arrive defective, damaged, or if you receive the wrong item. Please contact us immediately at support@tcglane.com with your order number and photos of the issue so we can evaluate it and make it right.

Exceptions / Non-Returnable Items:

Certain types of items cannot be returned, such as custom or personalised items, digital downloads, and gift cards.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

UK & International Statutory Cancellation Rights:

In accordance with the UK Consumer Contracts Regulations, customers have a statutory right to cancel their order for any reason within 14 days of receiving the goods. Your items must still meet our condition requirements outlined above (i.e., factory seals must remain fully intact on all sealed Pokémon items).

Refunds:

We will notify you once we’ve received and inspected your return to confirm if the refund has been approved based on item condition. If approved, you’ll be automatically refunded via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at support@tcglane.com.