Return and refund Policy

We want you to be completely satisfied with your purchase from Glacial Cards LTD. This policy outlines your cancellation rights, return procedures, and refund terms under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. 14-Day Right to Cancel ("Cooling-Off Period")

Under UK law, you have the right to cancel your purchase within 14 calendar days from the day you (or a third party nominated by you) receive your goods, without giving any reason.

To exercise this right:

  1. Notify us within 14 days of receipt via our Contact Us page or email at [eiscue@glacialcards.co.uk] with your order number and the items you wish to return.

  2. Return the items to us within 14 days of notifying us of your cancellation.

2. Condition of Returned Items & Exceptions

To qualify for a refund under the 14-day cancellation period, items must be in their original, resalable condition, including all original packaging, tags, and accessories.

Non-Returnable Items / Exceptions:

  • Sealed Trading Card Products: Sealed booster boxes, booster packs, blister packs, tins, Elite Trainer Boxes (ETBs), and blind-box/mystery collectibles are strictly non-returnable once opened, unsealed, or if the factory shrink-wrap/seal has been tampered with. Due to the nature of randomized contents, we cannot accept returns on opened packs.

  • Singles / Individual Cards: Raw single cards must be returned in the exact condition, top-loader, and protective packaging in which they were dispatched. Any signs of handling, swapping, or alteration will void the return.

  • Custom or Personalized Goods: Items made to specific customer specifications.

3. Return Shipping Costs

  • Change of Mind / Cancellation: You are responsible for paying the direct cost of return postage. We strongly recommend using a tracked and insured postal service (such as Royal Mail Tracked), as we cannot issue refunds for items lost or damaged in transit back to us.

  • Faulty, Damaged, or Incorrect Items: If an item arrives damaged in transit, is defective, or is incorrect, we will cover the cost of return postage (or provide a prepaid return label).

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect:

  • Contact us within 48 hours of delivery with clear photographs of the packaging, shipping label, and the affected item.

  • Under the Consumer Rights Act 2015, if an item is faulty or not as described, you are entitled to a full refund, repair, or replacement.

5. Refund Process

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed back to your original payment method within 14 days of us receiving the returned goods (or proof of return postage).

  • We may make a deduction from the reimbursement for any loss in value of the goods resulting from unnecessary handling beyond what is necessary to establish the nature and characteristics of the items.

6. Order Cancellations Prior to Dispatch

If you wish to cancel an in-stock order before it has been dispatched, please contact us immediately. If the order has not yet been processed for shipping, we will cancel the order and issue a full refund minus a restocking fee. If it has already dispatched, please follow the standard 14-day return process upon delivery.