Returns & Cancellation Policy

1. Your Right to Cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. This is known as the "cooling-off period".

The cancellation period will expire 14 days from the day after you (or a person you nominate, other than the carrier) receive physical possession of the goods.

For multiple items ordered in one order but delivered separately, the cancellation period runs from the day after you receive the last item.

To exercise your right to cancel, you must inform us of your decision by a clear statement before the cancellation period has expired.

2. How to Cancel

To cancel your order, you may use any of the following methods:

• Email us at support@totaltcg.com with a clear statement of your wish to cancel
• Use the cancellation form available on our website

2.1 Information to Include

When notifying us of your cancellation, please include the following details:

• Your order number
• The date the order was placed
• The date the item was received
• Your full name
• Your delivery address
• A description of the item(s) you wish to return

2.2 Model Cancellation Form

You may use the following model cancellation form, but it is not obligatory:

3. Returns Process

Once you have notified us of your cancellation, please follow these steps:

Step 1: Notify Us

Contact us via email or the website cancellation form with the information outlined in Section 2 above. We will acknowledge your cancellation request promptly.

Step 2: Receive Confirmation

We will send you a confirmation email with your return reference number and instructions for shipping the item back to us.

Step 3: Ship the Item Back

You must return the item to us without undue delay and no later than 14 days from the day on which you notify us of your cancellation. The deadline is met if you send back the goods before the 14-day period has expired.

• Use appropriate packaging to protect the item during transit
• We recommend using a tracked delivery service for your protection
• Include your return reference number with the package
• You will bear the direct cost of returning the goods unless the item is faulty or incorrectly described

Step 4: Receive Your Refund

Once we receive the returned item (or proof that it has been sent), we will process your refund in accordance with Section 4 below.

4. Refund Policy

We will reimburse you no later than 14 days from the day we receive the returned goods, or (if earlier) 14 days from the day you provide evidence that you have sent the goods back.

• Refunds will be issued to the same payment method you used for the original transaction
• We will not charge you any fee for the refund
• We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is earliest
• We may deduct an amount from the refund to reflect any diminished value of the goods if this results from your handling of the item beyond what is necessary to establish its nature, characteristics, and functioning
• If you selected a delivery method more expensive than our standard delivery option, we will only refund the cost equivalent to our standard delivery. The additional cost of express or premium delivery will not be refunded

5. Condition Requirements

To ensure your return is processed smoothly, items must meet the following conditions:

• Items must be unused and in the same condition as when you received them
• Items should be returned in their original packaging where possible
• Trading cards must be in the same condition as when they were sent, with no additional damage, bending, or marks
• Sealed products (booster boxes, tins, elite trainer boxes, etc.) must remain factory sealed
• All accessories, inserts, and free gifts included with the order should be returned

You may inspect items as you would in a physical shop (for example, removing a card from its packaging to verify its identity and condition), but going beyond this may result in a deduction from your refund.

6. Exceptions to Cancellation Right

Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to the following types of goods:

• Sealed goods that have been opened: Sealed trading card products (such as booster packs, mystery boxes, or sealed collections) where the hygiene or protection seal has been broken after delivery. Once opened, the contents become known and the product cannot be resold as sealed
• Personalised items: Goods that have been made to your specification or are clearly personalised (e.g., custom grading orders or personalised bundles)
• Items that deteriorate rapidly: Goods that are liable to deteriorate or expire quickly
• Digital content: Digital content (such as digital codes or downloadable content) once downloading or streaming has begun, provided you gave your prior consent and acknowledged that you would lose your right to cancel

If you are unsure whether an exception applies to your order, please contact us at support@totaltcg.com before placing your order.

7. Faulty or Incorrectly Described Items

Your rights under the Consumer Rights Act 2015 are separate from and in addition to your right to cancel under the Consumer Contracts Regulations 2013. If an item is faulty, not as described, or not fit for purpose:

7.1 30-Day Right to Reject

You have a 30-day right to reject goods that are faulty, not as described, or not fit for purpose. Within this period, you are entitled to a full refund. The 30-day period begins on the day you receive the item.

7.2 After 30 Days

After the initial 30-day period, you are still entitled to a repair or replacement of faulty goods. If the repair or replacement is unsuccessful, you may then be entitled to a price reduction or a final right to reject (refund).

7.3 Return Shipping for Faulty Items

If an item is faulty or incorrectly described, we will cover the cost of return shipping. Please contact us at support@totaltcg.com to arrange the return, and we will either provide a prepaid shipping label or reimburse your reasonable postage costs.

7.4 Reporting a Fault

Please report any fault or discrepancy as soon as possible. When contacting us, please include:

• Your order number
• A description of the fault or issue
• Photographs clearly showing the fault or discrepancy
• The date you received the item

8. Marketplace Transactions

TotalTCG operates as a marketplace platform where individual sellers can list and sell trading cards to buyers. The following terms apply specifically to peer-to-peer transactions on our marketplace:

8.1 Buyer Protection

All marketplace transactions are covered by our buyer protection programme. Payments are held securely in escrow via Stripe until the buyer confirms receipt of the item or the buyer protection period expires. If an item is not received, is significantly not as described, or is counterfeit, you may open a dispute for a full refund.

8.2 Dispute Resolution

If you have an issue with a marketplace purchase, please follow this process:

• First, contact the seller directly through the platform messaging system to attempt to resolve the issue
• If the issue cannot be resolved with the seller, open a dispute through your order page within the buyer protection period
• Our team will review the dispute, examining evidence from both buyer and seller
• We will issue a decision and, where appropriate, arrange a refund from the escrowed funds

8.3 Seller Obligations

Sellers on the TotalTCG marketplace are required to:

• Accurately describe the condition and authenticity of all listed items
• Accept returns for items that are faulty, not as described, or counterfeit
• Process returns and provide shipping labels where required
• Respond to buyer queries and disputes within a reasonable timeframe

8.4 Platform Facilitation

TotalTCG Ltd acts as an intermediary platform facilitating transactions between buyers and sellers. While we provide buyer protection and dispute resolution services, the contract of sale is between the buyer and seller. We are committed to ensuring fair outcomes for both parties in accordance with UK consumer protection law.

9. Contact Us

If you have any questions about our returns and cancellation policy, or if you need assistance with a return, please contact us:

For independent advice on your consumer rights, visit Citizens Advice .

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.