Refunds and Returns

We want you to be happy with your purchase from HeroicTCG. We also understand that, when buying collectible trading cards online, customers want confidence that any issues will be dealt with fairly and quickly.

This policy does not affect your statutory rights under UK consumer law.

Change of Mind Returns

If you purchase an item from HeroicTCG online and change your mind, you may have the right to cancel your order within 14 days of receiving your goods.

To request a return, please contact us within 14 days of receiving your order. Once you have notified us that you wish to cancel, you will need to return the item within the applicable return period.

Returned items must be returned in the same condition in which they were received. Please ensure that items are packaged securely to avoid damage during return.

Customers are responsible for the cost of returning unwanted items unless we have agreed otherwise.

We recommend using a tracked and appropriately insured postal service when returning valuable items, as you remain responsible for the item until it reaches us.

Trading Cards and Collectibles

Due to the nature and value of collectible trading cards, all returns are carefully checked upon receipt.

We may record identifying details and the condition of higher-value cards before dispatch, including photographs, card numbers, serial numbers where applicable, grading certification numbers and other identifying characteristics.

Any item returned must be the original item supplied by HeroicTCG.

We take card swapping and fraudulent returns seriously. If we reasonably believe that an item returned is not the item originally supplied, or that a card has been altered, swapped or damaged after delivery, we may investigate the matter and take appropriate action.

Nothing in this section affects your statutory rights.

Incorrect, Damaged or Faulty Items

If you receive an incorrect item, an item that is damaged on arrival, faulty, not as described or otherwise does not match your order, please contact us as soon as possible.

We will work with you to investigate the issue and, where appropriate, provide a replacement, refund or another suitable resolution in accordance with your statutory rights.

To help us resolve the issue quickly, we may ask you to provide photographs of:

• The item received

• The packaging

• Any visible damage

• Your order details

Please do not dispose of the item or its packaging until we have had the opportunity to review the issue.

Items Damaged After Delivery

We cannot accept responsibility for damage caused after delivery through misuse, accidental damage, normal wear and tear or improper storage.

This does not affect your rights where an item was faulty, damaged or incorrectly supplied when you received it.

Sealed Products

Please take care when opening sealed products.

Where an item has been opened, used or damaged beyond what would reasonably be necessary to inspect it, this may affect the amount refunded where permitted by law.

Your statutory rights relating to faulty, damaged or incorrectly supplied goods are not affected.

Refunds

Once a returned item has been received and inspected, we will process any refund due in accordance with your statutory rights and applicable consumer legislation.

Where a customer is exercising their right to cancel an online purchase, refunds will be handled within the timescales required by law.

Refunds will normally be made using the original payment method.

How to Request a Return

To request a return or report a problem with your order, please contact us with:

• Your order number

• Your name

• Details of the issue

• Photographs where relevant

We will then provide instructions on how to proceed.

Our Commitment

We're collectors too, and we understand how important condition can be when buying Pokémon and other trading cards.

If something has gone wrong with your order, please get in touch with us. We will always aim to deal with genuine issues fairly and resolve them as quickly as possible.

This policy does not affect your statutory rights..