Refund policy

Non-TCG Sales:

We have a 14-day return policy, which means you have 14days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at rollthedicecornwall@gmail.com. Please note that returns will need to be sent to the following address: Roll The Dice Cornwall C.I.C., Returns, Chy Hemma, Pasmore Road, Helston, Cornwall, TR13 8ED 

If your return is accepted, we will refund at point of reciept. If the product is damaged in a way which impacts its resale, this amount will be deducted from the refund, along with a 10% restock fee. 

You can always contact us for any return question at rollthedicecornwall@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at rollthedicecornwall@gmail.com.



TCG Sales and Returns

Nothing in this policy affects or limits any statutory rights you may have under applicable UK consumer law.

1. Change-of-Mind Returns

For orders placed online by consumers, you may have a statutory right to cancel your purchase within the period prescribed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where you exercise a statutory cancellation right:

  • You must notify us of your decision to cancel within the applicable statutory cancellation period.
  • You must return the goods to us within the period required by law following notification of cancellation.
  • You are responsible for the direct cost of returning the goods to us, unless applicable law requires us to bear that cost or we have expressly agreed otherwise.
  • Goods must be returned in accordance with the requirements of this policy and applicable law.
  • We reserve the right to make a lawful deduction from any refund where the value of the goods has been diminished as a result of handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Where a statutory cancellation right applies, you are not required to provide a reason for cancelling.

Accordingly, references elsewhere on this website to an item being "unwanted", "no longer wanted", or "I don't want it anymore" do not remove or restrict any statutory cancellation rights that apply to an eligible online consumer purchase.

Outside any statutory cancellation rights, we do not offer discretionary returns or refunds simply because a customer has changed their mind, no longer wants the product, has found the product cheaper elsewhere, or has otherwise decided they no longer wish to keep the product.

2. Return Postage

Unless the goods are faulty, damaged, incorrectly supplied, or applicable law otherwise requires us to bear the cost:

All return postage costs are the responsibility of the customer.

We strongly recommend that customers use a tracked and adequately insured delivery service when returning valuable TCG products.

We cannot accept responsibility for goods that are lost, stolen or damaged while being returned to us where the customer has arranged the return.

Proof of postage does not constitute proof of receipt. We recommend retaining tracking information until your return has been confirmed as received by us.

3. Condition of Returned TCG Products

Trading cards and TCG products are collectible goods and their value can depend substantially upon their condition and, in the case of sealed products, the integrity of the original factory seal.

Unless otherwise required by applicable law, returned products must be:

  • in the same condition in which they were supplied;
  • unused;
  • undamaged;
  • complete with all original components and packaging; and
  • where applicable, still factory sealed.

Single Cards

Single cards must be returned in the same condition in which they were supplied.

The card must not have been played, altered, damaged, marked, graded, cleaned, sleeved in a manner that causes damage, or otherwise handled beyond what is reasonably necessary to establish its nature, characteristics and condition.

Where protective sleeves, top loaders, team bags or other protective packaging were supplied with a card, these should be retained and returned with the card where reasonably possible.

4. Sealed TCG Products

Factory-sealed products, including but not limited to:

  • Booster Packs;
  • Booster Boxes;
  • Elite Trainer Boxes;
  • Tins;
  • Collection Boxes;
  • Special Sets;
  • Displays;
  • Bundles; and
  • other factory-sealed TCG products

must remain factory sealed and unopened where a return is permitted.

Once a sealed TCG product has been opened, its contents can no longer be verified as being in the condition in which they were supplied, and the product may lose a substantial part of its collectible and resale value.

Accordingly, we do not accept discretionary returns of opened sealed TCG products.

Where a customer has a statutory right to cancel an online purchase, any assessment of the returned goods and any lawful deduction for diminished value will be made in accordance with applicable consumer law.

5. Card Pulls, Randomised Contents and Personal Preference

TCG products frequently contain randomised or otherwise unknown contents. The contents, rarity, value and specific cards obtained from a sealed product cannot be guaranteed unless expressly stated in the product description.

Dissatisfaction with the contents of a TCG product does not constitute a product defect.

For example, we will not treat the following as a fault or failure to conform to the contract where the product was supplied as described:

  • not receiving a particular card;
  • receiving a card of a lower perceived value than expected;
  • receiving duplicate cards;
  • receiving fewer cards of a particular rarity than hoped for;
  • being dissatisfied with the cards obtained from a randomised product; or
  • subsequently deciding that the product was not worth the purchase price.

Opening a sealed product in the hope of obtaining particular cards and subsequently being dissatisfied with the contents does not create a right to a refund on the basis that the product is defective.

This does not affect your statutory rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.

6. Minor Manufacturing and Packaging Variations

TCG products may occasionally have minor manufacturing variations, printing imperfections or packaging irregularities.

Examples may include minor dents, marks, printing variations, loose shrink wrap, minor imperfections to packaging, or other cosmetic variations that do not affect the contents or functionality of the product.

Such minor cosmetic variations will not automatically constitute a fault.

Where you believe a product has a genuine manufacturing defect or has been materially damaged, please contact us with appropriate photographic evidence so that we can assess the issue.

7. Faulty, Damaged or Incorrect Goods

If you receive goods that are:

  • faulty;
  • damaged prior to or during delivery;
  • materially different from the product described;
  • incorrectly supplied; or
  • otherwise not in conformity with the contract,

please contact us as soon as reasonably possible after receiving the order.

Where appropriate, we may request photographs of:

  • the product;
  • the condition of the product;
  • the external packaging;
  • any visible damage; and
  • the delivery label.

Where the goods are genuinely faulty, damaged, incorrectly supplied or otherwise covered by your statutory consumer rights, we will deal with the matter in accordance with applicable UK consumer law and will not require you to bear return costs where the law requires us to bear them.

Please do not return faulty or damaged goods without first contacting us unless otherwise instructed.

8. Returns Procedure

All returns must be authorised by us before being sent back.

To request a return, please contact [EMAIL ADDRESS] quoting your order number and providing details of the goods you wish to return.

We will provide the appropriate return instructions where the return is eligible.

Goods returned without the required information may take longer to process.

9. Refunds

Once returned goods have been received and inspected, we will assess the return and process any refund due in accordance with applicable law.

Where a refund is approved, it will normally be made to the original payment method.

For statutory cancellations, refunds will be processed within the timescales required by applicable law.

Where applicable, the refund will include the cost of standard outbound delivery. Any additional amount paid for an upgraded or premium delivery service will not necessarily be refundable where the law permits us to exclude the additional cost.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make a deduction reflecting any resulting diminution in value, where permitted by law.

10. Returns Outside Statutory Rights

Nothing in this policy requires us to accept a return where no statutory right to return or refund applies.

Where a customer asks us to accept a return outside their statutory rights, we may, entirely at our discretion, agree to do so.

If we agree to such a return, we may impose reasonable conditions concerning:

  • the condition of the goods;
  • return postage;
  • packaging;
  • inspection; and
  • any applicable reduction in value.

A discretionary return should not be regarded as an admission that the goods are faulty or that the customer has a statutory right to a refund.

11. Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or otherwise prejudice any statutory rights available to consumers under applicable UK law, including rights arising under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where any provision of this policy conflicts with a mandatory statutory consumer right, the statutory right will prevail.