Refund policy

This policy explains how to cancel or return an eligible online order placed with Trade Off TCG through tradeofftcg.shop, including how we handle change-of-mind returns, faulty or incorrect products and approved refunds.

Contact us before returning an item

Please contact us before sending an item back so that we can confirm the appropriate return method, provide the correct instructions and help identify your parcel when it arrives.

Email: support@tradeofftcg.shop

Please include:

• Your order number
• The email address used to place the order
• The reason for contacting us
• Photographs of an issue where reasonably possible

Contacting us first helps us process your return efficiently, but it does not remove or reduce your statutory consumer rights.

Cancelling an order before dispatch

To request cancellation before your order has been dispatched, please contact us as soon as possible using your order number:

Email: support@tradeofftcg.shop

Phone: +44 7848 447825

We will try to stop the order before dispatch, but cancellation cannot be guaranteed once processing has begun. If the order has already been dispatched, you may still exercise your applicable cancellation and return rights after receiving it.

Change-of-mind returns for online orders

You may notify Trade Off TCG that you wish to cancel and return an eligible online order within 14 days after the day you, or a person nominated by you, receive the goods.

After notifying us, you have a further 14 days to send the eligible goods back in accordance with the return instructions we provide.

You do not need to provide a reason for a change-of-mind cancellation, although information about the reason may help us improve our service.

Purchases made in our Bristol shop

The 14-day cancellation period and the further 14-day return period described above apply to eligible online orders only.

We do not offer a general change-of-mind return right for products purchased in person at our physical shop. However, if an item purchased in store is faulty, damaged, not fit for purpose or not as described, your applicable statutory consumer rights remain fully protected.

How to return an online order

After you contact us, we will confirm the appropriate return method.

Return postage costs

Trade Off TCG covers the reasonable standard return-postage cost for an accepted change-of-mind return made in accordance with this policy.

Please contact us before purchasing or arranging return postage. Depending on the circumstances, we may:

• Provide a prepaid return label by email; or
• Ask you to arrange reasonable standard return postage and reimburse the approved cost.

Trade Off TCG also covers reasonable return costs where a product is faulty, damaged, incomplete or supplied incorrectly.

Condition of returned products

You may inspect a product in the same reasonable way that you would be permitted to inspect it in a physical shop.

Returned products should be:

• Unused beyond what is reasonably necessary to inspect them
• In their original condition
• Complete, including all supplied parts and accessories
• Returned with the original packaging where reasonably possible

Where permitted by law, we may make an appropriate deduction from the refund if the product’s value has been reduced because it was handled beyond what would reasonably be allowed when inspecting it in a physical shop. This does not limit your rights in relation to faulty, damaged, incomplete or incorrect products.

Faulty, damaged, incomplete or incorrect products

Please contact us as soon as reasonably possible if your order arrives faulty, damaged, incomplete or different from what you ordered.

Please provide:

• Your order number
• A clear description of the issue
• Clear photographs of the product and packaging where reasonably possible

Photographs can help us understand and resolve an issue more quickly, but they are not a condition of exercising your statutory consumer rights.

Depending on the circumstances and your applicable legal rights, an appropriate remedy may include a refund, repair, suitable replacement or another remedy available under UK consumer law. A replacement provided for a faulty or incorrect product is a remedy and does not create a general exchange programme.

Refunds

Approved refunds are issued to the original payment method used for the order. We cannot normally issue a refund to a different card, account or payment method.

Once a returned product has been received and checked, approved refunds are normally issued by Trade Off TCG within 5–7 business days.

Where applicable, we will always process the refund within the timeframe required by UK consumer law and no later than 14 days after we receive the returned goods or acceptable evidence that they were sent back, whichever occurs first.

After Trade Off TCG issues the refund, your bank or payment provider may require additional time to display the amount in your account. We cannot control your bank or payment provider’s processing time.

Your statutory rights

Nothing in this policy limits, excludes or replaces your statutory rights as a UK consumer, including your rights in relation to faulty, damaged, misdescribed or unsuitable goods.

Contact us about a return