Returns Policy

1. Change-of-Mind Returns (Consumer Contracts Regulations 2013)

Because you bought online, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise this right:

1. Contact us within 14 days of delivery at support@collectrauk.co.uk with your order number.
2. We will respond within 2 working days with return instructions and our return address.
3. Return the item(s) to us within 14 days of notifying us.

Return postage for change-of-mind returns is at your cost. We recommend a tracked service — we cannot be responsible for returns lost in transit.

2. Condition of Returned Cards (Change-of-Mind)

You are entitled to open and inspect the card as you would reasonably be permitted to in a shop. However:

• If you handle the card beyond what is necessary for reasonable inspection and this reduces its value, we may make a proportionate deduction from your refund.
• Cards must be returned securely packaged to prevent transit damage — we recommend a rigid card mailer or toploader with bubble wrap.
• Cards must not be written on, marked, or tampered with.

Note: We photograph and document the condition of every card before dispatch. Upon return, each card is inspected against these records. If the condition has changed beyond reasonable inspection handling, we will explain any deduction clearly before applying it.

3. Faulty, Damaged, or Misdescribed Goods (Consumer Rights Act 2015)

These are separate and stronger rights that apply regardless of the 14-day window.

If your card:

• Arrives damaged or in worse condition than described
• Is not the card you ordered
• Is materially not as described (e.g. described as Mint but has visible creases)
• Is otherwise not of satisfactory quality

You have the right under the Consumer Rights Act 2015 to:

• A full refund if you reject the goods within 30 days of delivery
• A repair or replacement after the 30-day period
• A price reduction or final right to reject if repair/replacement is not possible

Please contact us within 30 days of delivery with photographs at support@collectrauk.co.uk. We will cover return postage costs in all such cases.

4. Goods Lost or Damaged in Transit

Goods remain our responsibility until they are delivered to you. If your order is lost or damaged in transit, please contact us at support@collectrauk.co.uk with your order number and we will investigate and arrange an appropriate replacement or refund. You do not need to pursue the carrier directly.

5. Refund Process & Timelines

Approved refunds are processed within 14 days of us receiving the return, via the original payment method.

6. Non-Returnable Items

The following cannot be returned under our change-of-mind policy (your statutory rights for faulty/misdescribed goods still apply):

• Cards that have been graded, slabbed, or submitted to a grading service after purchase.
• Digital items or codes redeemed from card packs.
• Items returned outside the 14-day window without prior agreement.

7. How to Start a Return

1. Email support@collectrauk.co.uk with subject: Return Request – Order #[your order number]
2. Include your name, order number, the card(s) you wish to return, and your reason.
3. Wait for our confirmation and return address before sending anything.
4. Package the card securely and use a tracked service.
5. Email us your tracking number once posted.

8. Disputes

If you are unhappy with the outcome of your return, please reply to our decision email and we will escalate to a senior review. If we cannot resolve the dispute, you may seek advice from Citizens Advice or refer the matter to an Alternative Dispute Resolution (ADR) scheme. Your statutory rights are not affected.