Refund policy

Shadow Realm TCG – Returns & Refunds Policy

Last updated: May 2026

Shadow Realm TCG is committed to complying with all applicable UK consumer laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. 

1. Your Statutory Right to Cancel (Cooling-Off Period)

As an online retailer, you have a legal right to cancel your order within 14 days of receiving the goods (the day after delivery counts as day 1) for any reason.

You must notify us in writing within this 14-day period. You then have a further 14 days to return the goods to us.

This right is subject to the conditions and exclusions below.

2. Conditions for Change of Mind Returns

To minimise unnecessary returns while remaining compliant:

•  Sealed Products (booster boxes, Elite Trainer Boxes, starter collections, sealed packs, etc.):
Returns are accepted only if the item remains completely factory-sealed, unused, and in its original undamaged packaging. Once the seal is broken or the packaging is opened, the item is non-returnable for change of mind. This is because opened sealed products cannot be resold as new.

•  Single Cards, Loose Cards, Graded Cards, or Unsealed Items:
All sales are final. No returns or refunds are accepted for change of mind. This is due to the difficulties in verifying condition, authenticity, and legitimacy after the item leaves our possession.

•  Items must be returned in their original condition, with all packaging, accessories, and in a resaleable state. We reserve the right to inspect all returns and deduct a reasonable amount (Up to 50%) if the item’s value has been diminished by customer handling.

3. Faulty, Damaged, or Incorrect Items

Your statutory rights under the Consumer Rights Act 2015 are unaffected:

•  If an item is faulty, damaged on arrival, not as described, or the wrong item, contact us immediately (ideally within 14 days) with photos and order details.

•  We will offer a full refund, replacement, or repair as appropriate at no cost to you (including reasonable return shipping where we are at fault).

4. How Returns Work

1.  Contact us first at help@shadowrealmtcg.com with your order number and reason.

2.  Await approval (we may request photos).

3.  Return the item(s) at your expense (using tracked shipping is strongly recommended) to the address we provide.

4.  We will issue a refund (minus any applicable deductions) to the original payment method within 14 days of receiving and inspecting the returned goods.

You are responsible for return shipping costs on all change-of-mind returns. We do not offer free returns or postage refunds for change of mind.

5. Exclusions

•  Gift cards, vouchers, and digital products (where applicable).

•  Any items that have been personalised, custom-ordered, or made to your specification.

•  Pre-order cancellations after allocation/processing.

6. General Information

•  This policy does not affect your statutory consumer rights. You always retain full protection for faulty or misdescribed goods.

•  We strongly recommend reviewing product descriptions and images carefully before purchase.

•  By placing an order, you acknowledge and agree to this policy.