Refund policy

Returns & Refunds Policy

Last updated: 20 December 2025

We have a 28-day return policy, which means you have 28 days from the date of delivery to request a return.

Eligibility for Returns

To be eligible for a return:

Items must be in the same condition as received.

Items must be unused and unopened, where applicable.

Items must be returned in their original packaging.

You must provide proof of purchase (order confirmation or receipt).

How to Start a Return

To request a return, please contact us at sales@phoenixtradingcards.co.uk.

If your return is accepted, we will provide:

Return instructions, and

A return shipping label, where applicable
Items sent back without first requesting a return will not be accepted.

Returns must be sent to the following address:
56 East Glen Avenue, Deans, Livingston EH54 8BS.

You can contact us at sales@phoenixtradingcards.co.uk with any questions about returns.

Damages & Issues
Please inspect your order upon delivery and contact us as soon as possible if:

The item is defective.

The item is damaged.

You received the incorrect item.

This allows us to evaluate the issue and resolve it promptly.

Exceptions / Non-Returnable Items

Due to the nature of collectibles and trading card products, the following items cannot be returned, unless faulty:

- Opened trading card products, including booster packs, booster boxes, bundles, or mystery packs

- Single trading cards, due to the risk of handling, condition changes, or tampering.

- Custom or special-order products.

- Digital items, such as gift cards.

We take product authenticity and integrity seriously.

If any sealed TCG products show signs of tampering, resealing, or damage inconsistent with standard postal handling, we reserve the right to decline the return or refund request.

If you are unsure about a product, please contact us before purchasing.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item (if eligible).

Once the return is approved, you may place a new order separately.

Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved:

Refunds will be issued to your original payment method. 

Please allow up to 10 business days for the refund to be processed.

Additional time may be required for your bank or card provider to post the refund.

If more than 15 business days have passed since your return was approved, please contact us at sales@phoenixtradingcards.co.uk.

We reserve the right to update or modify this policy at any time.

Any changes will be posted on this page with an updated “Last updated” date.

Continued use of our website after changes are posted constitutes acceptance of the revised policy.