Refund policy

RETURN & REFUND POLICY
Fortuna TCG
Last updated: 07/04/2026 | Effective: 07/04/2026

Return Address: Fortuna TCG, 41 Craven Road, Broadheath, WA14 5HJ, United Kingdom

We want you to be completely satisfied with your purchase. This policy outlines your rights and our obligations under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Please read this policy carefully before placing an order. By purchasing from us, you agree to the terms below.

1. Your Legal Rights (UK Consumer Law)
As a UK consumer, you have the following statutory rights which we fully honour:
Right to cancel: You may cancel most online orders within 14 calendar days of receiving your goods, with no reason required ("cooling-off period").
Faulty or misdescribed goods: If an item is faulty, not as described, or not fit for purpose, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015.
These rights are in addition to any additional goodwill policy we offer and cannot be waived.

2. Returns — Standard (Change of Mind)
2.1 Eligibility
We accept change-of-mind returns within 14 days of delivery, provided the item meets ALL of the following conditions:
Item is in its original, unopened condition
All original packaging, seals, and wrapping are intact and undamaged
Item has not been used, played with, or tampered with
Item is returned with proof of purchase (order number or receipt)

Important — Sealed Products:
Sealed booster packs, booster boxes, Elite Trainer Boxes, and similar sealed TCG products CANNOT be returned once opened. This is due to the random-content nature of the products (i.e., once opened, the contents are known). This is consistent with UK consumer law exceptions for sealed goods that are not suitable for return once unsealed.
2.2 Return Postage Costs
For change-of-mind returns, the customer is responsible for all return postage costs. We recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged in return transit. Return postage costs are non-refundable.
Where we have made an error (e.g., incorrect or faulty item), we will cover all return postage costs — please see Section 3 for details.
2.3 How to Return
Contact us within 14 days of receiving your order at info@fortunatcg.co.uk
Include your order number, item(s) you wish to return, and reason for return
To initiate a return, mail your item to: Fortuna TCG Ltd, 41 Craven Road, Broadheath, WA14 5HJ, United Kingdon
Securely package the item — we strongly recommend using a tracked postal service
Return postage is at your own cost for change-of-mind returns
2.4 Refunds
Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds are issued to the original payment method.
We reserve the right to deduct from the refund if the item has been handled beyond what is necessary to assess it (e.g., damage caused by excessive handling).

3. Faulty, Damaged, or Incorrect Items
3.1 Faulty or Not as Described
If your item arrives faulty, damaged in transit, or is not as described on our listing, you are entitled under the Consumer Rights Act 2015 to:
A full refund (within 30 days of purchase), OR
A replacement or repair (after 30 days, if a full refund is no longer applicable)
Please contact us within 30 days of receiving a faulty item to be eligible for a full refund. After 30 days, we will offer a repair or replacement as appropriate.
3.2 Items Damaged in Transit
If your order arrives visibly damaged, please:
Take photographs of the outer packaging AND the damaged item before opening further
Contact us within 48 hours of delivery at info@fortunatcg.co.uk with photos and your order number
Do not discard the packaging, as this may be required for a courier claim
We will arrange a replacement or full refund at no cost to you.
3.3 Incorrect Items Received
If you receive the wrong item, contact us within 7 days of delivery. We will cover return postage and send the correct item or issue a full refund.

4. Outer Packaging & Minor Transit Damage
4.1 How We Pack Your Order
At Fortuna TCG, we take great care in preparing every order for dispatch. All items are securely packed in double-walled cardboard boxes with appropriate protective materials to minimise the risk of damage during transit. We want every order to arrive in excellent condition, and our packaging standards reflect that commitment.
That said, once an order leaves our hands it passes through the courier network, which is outside our control. On rare occasions, minor cosmetic marks to the outer packaging may occur — this is the nature of postal transit and is why this section exists.
4.2 Purpose of Outer Packaging
The primary function of all outer packaging — including cardboard boxes, shrink wrap, box sleeves, and metal tins — is to protect the contents of the product during shipping and handling. It is possible for packaging to experience minor wear and tear in transit, such as scuffs, light dents, minor creases, or small imperfections to shrink wrap or seals.
Fortuna TCG cannot guarantee that product packaging will arrive in pristine, mint, or collector-grade condition, and we do not accept returns or issue refunds solely on the basis of minor outer packaging damage where the product inside is unaffected.
4.3 What Does Not Qualify as a Return
The following are not considered valid grounds for a return or refund:
Minor scuffs, scratches, or surface marks to outer packaging
Light dents or creases to cardboard boxes or sleeves
Small nicks, tears, or imperfections to shrink wrap or plastic seals
Minor cosmetic damage to tins or metal packaging
By completing a purchase with Fortuna TCG, you acknowledge and accept that minor packaging imperfections of this nature may occur during transit and do not constitute a defect in the product itself.
4.4 What Is Still Covered
This policy does not affect your rights in the following circumstances:
Damage to the actual product inside the packaging
Missing components or incorrect items received
Packaging damage so severe that it has compromised the integrity or contents of the product itself (e.g., a crushed box that has bent cards inside)
If you believe your item falls into one of these categories, please contact us at info@fortunatcg.co.uk within 48 hours of delivery. Provide clear photographs of both the outer packaging and the affected contents so we can carry out a fair investigation. We aim to respond within 3 business days.

5. Non-Returnable Items
The following items cannot be returned (except where faulty or misdescribed):
Opened booster packs, booster boxes, or any sealed product that has been unsealed
Single cards that have been handled, played with, or show signs of use beyond inspection
Downloadable or digital content (e.g., code cards, digital codes) once redeemed
Items purchased in a sale marked as "Final Sale" or "Non-Returnable"
Customised or personalised products
These exclusions are consistent with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

6. Single Cards & Graded Cards
6.1 Singles
We take care to accurately describe the condition of all single cards (e.g., Near Mint, Lightly Played, Moderately Played). If you believe a card has been misdescribed, contact us within 7 days of receipt with clear photos and we will review the claim.
6.2 Graded Cards
Graded cards (PSA, BGS, CGC, etc.) are sold as graded by the respective grading company. We do not accept returns based on disagreement with the grade assigned. If a graded card arrives damaged (e.g., cracked slab), contact us within 48 hours of delivery with photos.

7. Pre-Orders
Pre-ordered items are subject to this return policy once they have been dispatched and delivered. Please note:
Pre-order release dates are estimated and may change based on publisher/distributor schedules
If a pre-order is cancelled by us (e.g., stock unavailable), you will receive a full refund
You may cancel a pre-order before it has been dispatched by contacting us

8. How to Contact Us
To initiate a return, report a problem, or ask about this policy, please get in touch:

Email: info@fortunatcg.co.uk
Response time: We aim to respond within 1–2 business days.

Please include the following in your message:
Your full name and order number
Description of the issue
Photos if applicable (damaged, faulty, or incorrect items)

9. Refund Processing Times
Refunds are issued to your original payment method. Estimated timelines:
We process refunds within 14 days of receiving the returned item (or approving a no-return refund)
Bank/debit card refunds: 3–5 business days after processing
Credit card refunds: 5–10 business days after processing
PayPal or other payment platforms: per their standard timelines

10. Complaints
If you are unhappy with how we have handled your return or refund, you may:
Contact us directly to escalate your complaint — we will do our best to resolve it
Contact Citizens Advice (www.citizensadvice.org.uk) for free, impartial guidance
Submit a complaint via the Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr/) if you are based in the EU/EEA

This policy does not affect your statutory rights under UK law.
Fortuna TCG | info@fortunatcg.co.uk