This refund and returns policy explains how to return an item you bought from Vision TCG, how to cancel an order or pre-order, and what to do if something arrives damaged, faulty or not as described. It applies to every order placed on visiontcg.co.uk by customers buying for personal use.

Our refund and returns policy does not affect your legal rights. As a UK online shop, we follow the Consumer Contracts Regulations and the Consumer Rights Act 2015.

Your 14-day right to cancel

You can cancel your order for any reason within 14 days of the day you receive your items. You do not need to give a reason. To cancel, email us at sales@visiontcg.co.uk or use our Contact Us page, with your order number and the items you want to return.

Once you have told us, you then have a further 14 days to send the items back to us.

Condition of returned items

Because our products are sealed collectibles, change-of-mind returns must be unopened and in their original condition, with the factory seal and shrink wrap fully intact. Please pack items carefully, as boxes damaged in return transit may not be accepted for a full refund.

Opened booster packs, booster boxes, Elite Trainer Boxes and collection boxes cannot be returned for a change of mind, because the value of a sealed product depends on its contents remaining unknown. This does not affect your rights if an item is faulty, damaged or not as described.

Return postage

If you are returning an item because you changed your mind, you pay the cost of sending it back. We recommend a tracked and insured service, because we cannot refund items that do not reach us.

If an item is faulty, damaged or we sent the wrong product, we cover the return postage. Please contact us first and we will explain how to send it back.

Damaged, faulty or incorrect items

We check every box before dispatch and pack it carefully, but if something is not right, please tell us within 7 days of delivery, as set out in this refund and returns policy. Email us with your order number, a short description and clear photos of the item and the parcel, including the outer packaging.

Once we have reviewed your photos, we will arrange a replacement or a full refund, including the original delivery cost.

Lost parcels

All our delivery options are tracked. If your parcel has not arrived when expected, please contact us with your order number. We will open a claim with the carrier, and once they confirm the parcel is lost, we will send you a replacement or a full refund.

Cancelling a pre-order

Pre-order products show “(Pre-order)” in their name and the expected release date on the product page. Under this refund and returns policy, you can cancel a pre-order at any time before it is dispatched and receive a full refund. Simply contact us with your order number.

After a pre-order has been dispatched, the normal 14-day right to cancel applies from the day you receive it.

Unpaid bank transfer orders

Orders paid by Direct Bank Transfer stay as “awaiting payment” until your payment reaches us. If you no longer want an order you have not paid for, just let us know and we will cancel it. No payment is needed.

How refunds are paid

Under our refund and returns policy, once we receive and check your returned items, we will send your refund within 3 working days. Refunds are paid by bank transfer to the account the original payment came from.

When you cancel a whole order within the 14-day period, we refund the price of the items and the standard delivery cost you paid. We do not refund the extra cost of a faster delivery option, or the cost of returning items you changed your mind about.

Refund and returns policy FAQ

Can I return an opened booster box?

Only if it is faulty or not as described. Opened products cannot be returned for a change of mind.

How long do I have to report damage?

Please tell us within 7 days of delivery, with photos of the item and the packaging.

Can I exchange an item?

We do not offer direct exchanges. Return the unopened item for a refund under this refund and returns policy, then place a new order for the product you want.

Your consumer rights

This refund and returns policy is in addition to your statutory rights. You can read more about your rights when shopping online on the Citizens Advice consumer pages.

Contact us about a return

For any question about this refund and returns policy, email sales@visiontcg.co.uk or use our Contact Us page. Please always include your order number so we can help you quickly.