Refund policy
Last updated: 20 August 2026
Thank you for shopping with Card Avenue Ltd.
We want you to be happy with your order. This Refund & Return Policy explains your rights when cancelling an online purchase, returning an unwanted item, or reporting a faulty, damaged, incorrect or missing product.
Nothing in this policy limits or excludes any statutory rights you have under applicable UK consumer law.
Change-of-Mind Returns
If you are purchasing as a consumer, you normally have the right to cancel an online order without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving your order.
If your order contains multiple items that are delivered separately, the cancellation period will normally run from the day after you receive the final item.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods to us.
To start a return, email:
Please include your order number and clearly state that you wish to cancel or return your order.
You do not need to give us a reason for exercising your statutory right to cancel.
Condition of Change-of-Mind Returns
You are entitled to inspect a product to establish its nature, characteristics and condition in a similar way to how you could reasonably inspect a product in a physical shop.
You are responsible for taking reasonable care of products while they are in your possession.
Where possible, returned items should include:
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the product;
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original packaging;
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accessories;
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promotional items supplied as part of the product; and
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any other components originally included.
Sealed Trading Card Game Products
Many products sold by Card Avenue Ltd are sealed collectible products, including:
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booster packs;
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booster bundles;
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booster boxes;
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Elite Trainer Boxes;
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collection boxes;
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tins;
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blister packs;
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special collections; and
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other factory-sealed Trading Card Game products.
The factory seal and original packaging can form an important part of the condition and value of these products.
Breaking a factory seal, opening internal packs, removing cards or otherwise handling a sealed collectible product beyond what is reasonably necessary to inspect it may substantially reduce its value.
Where your handling goes beyond what is reasonably necessary to establish the nature, characteristics or condition of the product, and this results in a reduction in value, we may reduce your refund by an amount reflecting that loss in value where permitted by law.
Depending on the product and the extent of the handling, that reduction may be significant.
We do not charge a separate restocking fee for exercising your statutory right to cancel.
This section does not affect your rights where a product is faulty, damaged, counterfeit, incorrectly supplied or not as described.
Randomised TCG Contents
Certain Trading Card Game products contain randomly selected cards.
The contents of genuine sealed products are determined by the manufacturer and purchasing a product does not guarantee any particular card, rarity, artwork or value unless expressly stated in the product description.
Not receiving a particular card or rarity from a genuine randomised product does not, by itself, mean that the product is faulty.
However, this does not affect any rights you have where the product itself is faulty, damaged, counterfeit, incorrectly supplied or materially different from its description.
How to Make a Change-of-Mind Return
To return an unwanted product:
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Email sales@cardavenue.co.uk within 14 days of receiving the goods and tell us clearly that you wish to cancel or return the order.
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Include your order number so that we can identify your purchase.
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We will provide the appropriate return address and any relevant return instructions.
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Return the goods without undue delay and normally within 14 days of telling us that you wish to cancel.
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Package the products securely to protect them during return transit.
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We recommend obtaining proof of postage and using an appropriate tracked delivery service.
Please do not send returns to an address unless it has been confirmed as the appropriate return address.
Change-of-Mind Return Postage
If you are returning an item because you have changed your mind, you are responsible for the direct cost of returning the goods to us.
We recommend using an appropriately insured or tracked delivery service, particularly for higher-value products.
You are responsible for ensuring that the parcel is adequately packaged for its return journey.
This does not apply where we are responsible for the return because, for example, the item is faulty, damaged, incorrectly supplied or not as described.
Original Delivery Charges
If you exercise your statutory right to cancel your entire order, we will refund the price paid for the products together with the cost of our standard delivery service, where you paid a delivery charge.
If you selected a delivery service that was more expensive than our standard delivery option, we are not required to refund the additional amount paid for the upgraded delivery service.
For example, if standard delivery costs £4.99 but you selected an express service costing £8.99, the delivery refund would normally be limited to £4.99.
If you return only part of an order, the original delivery charge will generally not be refunded unless required by applicable law.
When We Process Change-of-Mind Refunds
Where you exercise your statutory right to cancel, we will process the refund without undue delay and within the period required by law.
For returned goods, we may wait until:
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we receive the goods back; or
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you provide evidence that you have sent the goods back,
whichever occurs first for the purposes of the applicable refund deadline.
Refunds will normally be made to the original payment method, unless another method is agreed.
Once we issue a refund, your bank, card issuer or payment provider may take additional time to show the funds in your account.
Faulty or Misdescribed Products
Card Avenue Ltd is responsible for supplying goods that meet the standards required by UK consumer law.
Goods must, where applicable, be:
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of satisfactory quality;
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fit for their intended purpose; and
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as described.
If a product is faulty, defective, not as described or otherwise fails to meet these requirements, you may have statutory rights to a refund, repair, replacement, price reduction or other remedy depending on the circumstances.
These rights are separate from the 14-day change-of-mind cancellation right.
UK consumer law may give you a short-term right to reject qualifying faulty goods within 30 days, with other remedies potentially available after that period.
Nothing in this policy limits those statutory rights.
Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible at:
To help us investigate quickly, please include:
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your order number;
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a description of the problem;
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clear photographs of the affected product;
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photographs of the outer parcel or shipping box; and
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photographs of any damaged packaging.
Please keep the product and its packaging while we investigate.
We may need the packaging for a courier claim or to determine what happened during transit.
We may offer an appropriate replacement, refund or other remedy depending on the circumstances and your statutory rights.
We do not impose a seven-day deadline that removes your statutory rights if you contact us later.
Items Damaged in Transit
Card Avenue Ltd remains responsible for your order until it has been delivered to you, or to another person you have nominated to receive it, except where applicable law provides otherwise.
If a courier damages your product before delivery, please contact Card Avenue Ltd, rather than attempting to resolve the claim yourself directly with the courier.
We will investigate the matter and deal with the courier where necessary.
Incorrect Items
If we send you a product that you did not order, please contact us at:
Please include your order number and details of the incorrect product.
We will arrange an appropriate resolution and, where a return is required because of our error, we will cover the reasonable return cost.
Missing Items
If anything is missing from your order, please contact us as soon as reasonably possible at:
Please provide:
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your order number;
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details of the missing item; and
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any relevant photographs of the parcel or its contents.
We will investigate and arrange an appropriate resolution.
Return Costs for Faulty, Damaged or Incorrect Goods
Where a product needs to be returned because it is faulty, damaged when supplied, incorrectly supplied or not as described, Card Avenue Ltd will cover the reasonable cost of returning the product where we are legally responsible for that return.
Please contact us before arranging the return so that we can provide the appropriate instructions.
Manufacturing Defects
If you believe a product has a manufacturing defect, please contact us with details and photographs where possible.
Depending on the circumstances, we may ask for additional information so that we can determine whether the issue relates to:
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manufacturing;
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packaging;
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transit damage; or
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another cause.
Your statutory rights against Card Avenue Ltd are not replaced by any manufacturer's warranty or claims procedure.
Minor Packaging Imperfections
Trading Card Game products are manufactured, packed, stored and transported through supply chains before reaching us.
As a result, sealed products may occasionally have minor cosmetic imperfections to outer packaging, such as very small marks or manufacturing variations.
Whether a packaging issue means that a product is faulty or not as described will depend on the circumstances, including the product description, the extent of the damage and whether the condition materially differs from what you were reasonably entitled to expect.
Nothing in this section restricts your statutory rights.
Products Damaged After Delivery
We are not responsible for damage caused after delivery by:
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misuse;
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accidental damage;
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improper storage;
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unauthorised alteration;
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unreasonable handling; or
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attempts to repair or modify a product.
This does not apply where the underlying problem is a fault for which Card Avenue Ltd remains legally responsible.
Refund Amounts
Where a full refund is due, we will refund the appropriate amount to your original payment method.
Where you are exercising your statutory change-of-mind right, any lawful deduction for diminished value caused by excessive handling may be applied as described above.
We will not make arbitrary deductions or charge cancellation or restocking fees for exercising a statutory cancellation right.
Partial Returns
If you return only some of the products in an order, we will refund the appropriate amount paid for the products being returned, subject to any lawful deductions that apply.
Any discount, promotion or bundle pricing applied to the original purchase may be taken into account when calculating the correct refund amount.
The original delivery charge will generally not be refunded for a partial return unless required by law.
Promotional Items and Bundles
If a free promotional item was supplied only because your order met particular qualifying conditions, returning part of the order may mean that those conditions are no longer met.
Where legally permitted, we may require the promotional item to be returned as part of the return or take its stated value into account when calculating the appropriate refund.
Products sold together as a single bundle may need to be returned together where they were purchased as one product.
This does not affect your statutory rights.
Pre-Orders
If you wish to cancel a pre-order before it has been dispatched, please contact us as soon as possible at:
Where the order has not entered a stage at which dispatch can no longer reasonably be stopped, we will process the cancellation as appropriate.
Once a pre-order has been delivered, your applicable statutory cancellation and consumer rights will continue to apply.
Any additional terms shown clearly on the relevant pre-order product page will also apply, provided that they do not restrict rights that cannot lawfully be excluded.
Refusing a Delivery
Please contact us rather than simply refusing delivery where possible.
Refusing a parcel does not necessarily provide us with all of the information required to identify why it has been returned.
If you wish to exercise your statutory right to cancel, please clearly notify us at sales@cardavenue.co.uk.
Returns Sent Without Contacting Us
If you send a return without contacting us first, this may make it more difficult or slower for us to identify the order and process your refund.
Where you have a statutory right to cancel, however, you are not required to use any particular wording or our preferred returns procedure in order to exercise that right.
You only need to communicate a clear statement that you wish to cancel within the applicable cancellation period.
Proof of Purchase
We may ask you to provide reasonable proof that the product was purchased from Card Avenue Ltd before processing a return, replacement or refund.
Your Shopify order confirmation, order number or other appropriate evidence of purchase may be sufficient.
Refund Processing Times
Once we have approved and issued a refund, we will normally process it promptly.
Your bank, card provider or payment service may take additional time to make the refunded amount visible in your account.
Card Avenue Ltd does not control your bank or payment provider's internal processing times.
Your Statutory Rights
Nothing in this Refund & Return Policy excludes, restricts or replaces rights that you have under applicable UK consumer law.
In particular, your rights concerning faulty, damaged, misdescribed or incorrectly supplied goods are separate from your right to cancel an online purchase because you have changed your mind.
Where any part of this policy conflicts with a statutory right that cannot legally be excluded, your statutory rights will take priority.
Cancellation Form
You may use the following form if you wish to cancel an eligible online purchase, although you do not have to use this form.
Simply emailing sales@cardavenue.co.uk with a clear statement that you wish to cancel is sufficient.
To: Card Avenue Ltd
Email: sales@cardavenue.co.uk
I hereby give notice that I wish to cancel my contract for the sale of the following goods:
Order number:
[INSERT ORDER NUMBER]
Product(s):
[INSERT PRODUCT DETAILS]
Ordered on:
[INSERT DATE]
Received on:
[INSERT DATE]
Customer name:
[INSERT NAME]
Customer address:
[INSERT ADDRESS]
Date:
[INSERT DATE]
Contact Us
If you have any questions about a return, refund, damaged product or your consumer rights in relation to an order, please contact:
Card Avenue Ltd
Email: sales@cardavenue.co.uk
We aim to respond to customer enquiries within 1–2 working days.