TradeZardz Returns & Refund Policy

Your statutory rights

Nothing in this policy affects your statutory consumer rights.

If an item is faulty, damaged when supplied, not as described, incorrect, or otherwise does not conform to the contract, your rights under UK consumer law continue to apply.

The sections below concerning change-of-mind returns and diminished value do not remove or restrict those rights.

Change-of-mind cancellations

For eligible online purchases, you normally have 14 days after receiving your goods to tell us that you wish to cancel your purchase.

After notifying us, you normally have a further 14 days to return the goods.

To cancel or request a return, contact:

returns@tradezardz.co.uk

Please provide your name, order number and the item or items you wish to return.

Unless otherwise agreed or required by law, customers are responsible for the direct cost of returning change-of-mind purchases where this information was provided before purchase.

Inspecting goods

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

However, if goods are handled beyond what would reasonably be permitted when examining the same type of product in a shop, and that handling reduces their value, TradeZardz may deduct the resulting diminished value from the refund where permitted by law.

The deduction may be up to the full contract price where the customer's handling has caused that level of loss in value.

This is a diminished-value assessment and not an arbitrary restocking fee.

Factory-sealed trading-card and collectible products

Many products sold by TradeZardz are collectibles whose commercial value depends substantially upon their remaining factory sealed.

This includes, but is not limited to:

• Pokémon and other TCG booster boxes
• Booster bundles
• Elite Trainer Boxes
• Collection boxes
• Tins and mini tins
• Blister packs
• Sleeved booster packs
• Individual sealed booster packs
• Factory-sealed promotional products
• Factory-sealed decks or sets
• TradeZardz mystery products
• Other sealed collectible products

Opening the shipping packaging to inspect the product is different from opening the factory-sealed collectible product itself.

Breaking or removing factory shrink wrap, breaking factory seals, opening a booster box, opening booster packs, opening sealed internal packets or otherwise accessing sealed contents may go beyond what is reasonably necessary to inspect a collectible product.

Such actions can substantially or completely destroy the value of the product as the factory-sealed collectible that was purchased.

Where this occurs during a change-of-mind return, TradeZardz will assess the actual reduction in value caused by the customer's handling.

Where permitted by law, that reduction may be deducted from the customer's refund.

Full loss of sealed-product value

Where opening or handling has caused the product to lose the whole of the value attributable to the product supplied under the contract, the diminished-value deduction may be up to the full contract price.

Accordingly, a change-of-mind return may result in no refund for the goods where the customer's handling has genuinely caused diminished value equal to the full contract price.

This is not an automatic rule that every opened item receives no refund. The amount deducted will depend upon the actual loss in value caused by the customer's handling.

Opening booster packs

Opening booster packs or other sealed internal contents is not normally necessary simply to establish the nature, characteristics or functioning of a sealed trading-card product.

For example, purchasing a sealed booster box and opening the booster packs in order to reveal the cards inside may cause a very substantial or complete loss of the product's value as the sealed collectible originally supplied.

Where such a product is subsequently returned as a change-of-mind cancellation, TradeZardz may deduct the resulting diminished value from the refund, up to the full contract price where justified by the actual loss in value.

The value of individual cards revealed after opening booster packs does not automatically determine the amount of the refund.

The relevant assessment is the reduction in value caused to the goods supplied under the contract by handling beyond what was reasonably necessary.

Individual and graded trading cards

Raw trading cards and professionally graded cards must be handled with appropriate care.

For higher-value cards, TradeZardz may retain records before dispatch including:

• photographs;
• grading certification numbers;
• identifying characteristics;
• condition information; and
• packaging information.

If a card or graded item is returned damaged, altered or in materially different condition because of handling beyond what was reasonably necessary to inspect it, TradeZardz may assess any resulting diminished value where permitted by law.

Incorrect, damaged, faulty or misdescribed goods

If your item:

• arrived damaged;
• is faulty;
• is not what you ordered; or
• is materially not as described,

please contact:

returns@tradezardz.co.uk

Include your order number and a description of the problem.

We may request photographs or other reasonable information to help us investigate and resolve the issue.

These rights are separate from the change-of-mind provisions above.

Returning goods

Please package returned goods securely.

Where possible, use the original protective shipping materials.

We recommend using an appropriate tracked service and retaining proof of postage.

A return should contain enough information for us to identify the relevant order.

Return inspection

Returns are inspected before the final refund amount is determined.

Where appropriate, TradeZardz may compare the returned goods with records made before dispatch, including:

• product photographs;
• factory shrink wrap and seals;
• packaging condition;
• tamper-evident markings or labels;
• grading certification numbers;
• serial, batch or other identifying information;
• product characteristics;
• product weight where relevant;
• order records; and
• dispatch records.

Missing contents, substituted goods and suspected fraudulent returns

If a returned parcel contains a different product from the one supplied, has missing contents, contains substituted goods, has been deliberately resealed, or otherwise appears materially inconsistent with the item originally dispatched, the return may be investigated before the refund is determined.

Knowingly:

• returning a different product;
• removing cards, booster packs or other contents before returning an item;
• replacing contents with different items;
• deliberately resealing a product;
• returning counterfeit or substituted goods; or
• making a deliberately false claim about an order

is not treated as legitimate handling of a change-of-mind return.

TradeZardz may preserve relevant evidence including photographs, video, packaging, weights, identifying information, delivery records, dispatch records and customer correspondence.

Where appropriate, evidence may be supplied to payment providers, delivery providers, marketplaces, law-enforcement bodies or other relevant organisations.

This does not affect legitimate consumer claims.

Refund calculation

Where returned goods have not suffered diminished value through handling beyond what was reasonably necessary, the appropriate refund will be provided.

Where excessive handling has caused diminished value, TradeZardz may deduct that actual diminished value from the refund where permitted by law.

The deduction may range from a partial deduction to the full contract price depending upon the actual loss in value.

For example, if opening factory-sealed collectible contents has genuinely caused diminished value equal to the whole contract price, the deduction may equal the whole contract price and no refund for the goods may be due.

TradeZardz does not apply an automatic percentage charge or arbitrary restocking fee.

Delivery charges

Where required by law, the cost of the least expensive standard outbound delivery service offered by TradeZardz will be included in the reimbursement.

If you selected a more expensive delivery option, any additional amount above the standard delivery cost does not have to be refunded.

Refund method and timing

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

Where permitted by law, TradeZardz may withhold reimbursement until the returned goods have been received or the customer supplies evidence that the goods have been sent back, whichever occurs first.

Important notice for sealed collectibles

If you intend to exercise your change-of-mind cancellation rights, we strongly recommend that you do not break factory seals, remove factory shrink wrap, open booster packs or open other sealed internal contents unless doing so is genuinely necessary to inspect the product.

Opening sealed collectible contents may cause substantial or complete diminished value and may therefore substantially reduce, or in appropriate circumstances eliminate, the refund due for a change-of-mind return.

Contact

Returns, refunds, damaged goods and order problems
returns@tradezardz.co.uk

Order enquiries
orders@tradezardz.co.uk

General enquiries
info@tradezardz.co.uk

TradeZardz

Your statutory rights are not affected.