Refund policy
Last updated: 5 August 2026
We want customers to be satisfied with their purchases from MY TCG. This policy explains how to cancel an online order, request a return and report an item that is damaged, faulty, incorrect or not as described.
Nothing in this policy affects your statutory rights.
30-day returns policy
You may request a return within 30 days after receiving your order.
During the first 14 days after delivery, you may also have a statutory right to cancel your online purchase without providing a reason, as explained below.
For change-of-mind returns requested after the statutory 14-day cancellation period but within our 30-day returns period, the item must be:
- unused and unopened;
- sealed, where applicable;
- in its original retail packaging; and
- in the same condition in which it was received.
You will also need to provide your order number or another suitable form of proof of purchase.
Your right to cancel an online purchase
You normally have the right to cancel an online purchase within 14 days after receiving the goods without giving a reason.
To exercise this right, please email sales@mytcg.co.uk with a clear statement that you wish to cancel the purchase. Please include your name, order number and details of the item or items being returned.
After notifying us that you wish to cancel, you must send the goods back within 14 days. We will provide the appropriate return address and return instructions.
You may examine an item only as reasonably necessary to establish its nature, characteristics and condition. We may reduce the refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a shop.
Sealed trading card products
Booster packs, booster boxes, tins, decks, collection boxes and other sealed trading card products must be returned unopened and with their original seals intact for a full change-of-mind refund.
Opening or breaking the seal on these products can significantly reduce or remove their resale value. Where a customer exercises a statutory cancellation right after opening or unsealing a product, we may reduce the refund to reflect any resulting loss in value, including where the product can no longer reasonably be resold as new.
Products containing opened booster packs, cards or other randomised contents may have little or no remaining resale value, and the deduction may therefore be substantial.
This does not affect your rights where the goods are faulty, damaged, incorrect or not as described.
Starting a return
To request a return, email:
Please include:
- your name;
- your order number;
- the item you wish to return;
- the reason for the return, if you choose to provide one—you do not need to provide a reason when exercising your statutory cancellation rights; and
- photographs where the item has arrived damaged or incorrect, where reasonably possible.
Once we receive your return request, we will provide instructions explaining how and where to send the item.
Please do not send goods to an address shown elsewhere on our website without first receiving return instructions. Items returned without sufficient information or without first contacting us may take longer to identify and process.
Return postage
For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise.
We recommend obtaining proof of postage and using an appropriately insured and tracked service, particularly for higher-value items.
Where an item is faulty, damaged, incorrect or not as described, MY TCG will cover reasonable return costs or provide an appropriate return method.
Damaged, faulty or incorrect items
Please inspect your order after delivery and contact us as soon as reasonably possible if:
- the item is damaged or defective;
- you have received the wrong item;
- an item is missing; or
- the product is not as described.
Please retain the item, its packaging and the delivery packaging while we review the issue. We may ask for photographs to help us assess the problem and resolve it promptly.
Where goods are faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a refund, replacement or another suitable resolution.
Products damaged after delivery
We cannot accept responsibility for damage caused after delivery through misuse, improper storage, accidental damage, attempted alteration or handling beyond what is reasonably necessary to inspect the product.
This does not affect your rights where a fault or damage was present when the goods were delivered.
Exchanges
We do not currently operate a direct exchange service.
The quickest way to obtain a different item is to return the original item in accordance with this policy and place a separate order for the replacement product.
Refunds
We will notify you after we have received and inspected your return.
Where a refund is due, it will be made to the original payment method without undue delay and no later than 14 days after we receive the returned goods or, where applicable, satisfactory evidence that the goods have been sent back.
For a valid statutory cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option. If you selected a more expensive delivery method, such as Tracked 24 or Special Delivery, the additional delivery cost will not normally be refunded.
For a change-of-mind return accepted under our extended 30-day policy after the statutory cancellation period has ended, the original delivery charge will not normally be refunded.
We may withhold a change-of-mind refund until we have received the returned goods or you have provided satisfactory evidence that they have been sent back.
Where returned goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and condition, we may reduce the refund to reflect the resulting loss in value.
Once a refund has been issued, your bank, card provider or payment service may require additional time to display it in your account.
Please contact sales@mytcg.co.uk if you believe an approved refund has not arrived.
Cancelled or amended orders
To cancel or amend an order that has not yet been dispatched, please contact us as soon as possible at sales@mytcg.co.uk.
We will do our best to help, but we cannot guarantee that an order can be changed or stopped once it has been packed or handed to the delivery provider.
Contact information
Trading name: MY TCG
Legal business name: MY TCG LIMITED
Company number: 15006366
VAT registration number: 448 5283 65
Registered in: England and Wales
Registered office: 49 Station Road, Polegate, East Sussex, BN26 6EA, United Kingdom
Email: sales@mytcg.co.uk
MY TCG LIMITED is an online-only retailer. The registered office is not a public shop, warehouse or customer collection point.
Please contact us before sending a return so that we can provide the appropriate return instructions and address.