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TCG Emporium
Help

Returns and order problems

We are not open and have sold nothing, so there is nothing to return yet. This page sets out how returns and order problems will work when we open: what the law gives you, what we will ask you for, and the parts we have not decided.

Your rights under UK law

Our policy will add to your legal rights, never replace them. The Consumer Contracts Regulations 2013 let you cancel an online order for any reason within 14 days of the day the goods reach you or someone you named to receive them. Once you tell us you are cancelling, you have a further 14 days to send the goods back. We must then refund you within 14 days of getting them back, or of you showing us proof of posting if that comes first.

The refund includes delivery to you at the standard rate. If you chose a dearer delivery option, the law only requires the standard cost back. The same regulations let a shop ask you to pay the direct cost of posting a cancelled order back, provided it told you before you ordered, and let it reduce a refund where goods were handled more than was needed to see what they are. We have not decided how either rule will apply here, which matters most for sealed product that has been opened. We will decide before we take an order and tell you before you buy.

The Consumer Rights Act 2015 covers goods that are faulty, not as described or not fit for purpose. You can reject them for a full refund within 30 days of delivery. Within six months, a shop must repair or replace a faulty item. After six months, it can ask you to show the fault was there when you bought it.

How to ask for help

Email hello@tcgemporium.com. It is the only route today; there is no returns portal or phone line. We have not set reply times, so we will not promise any. The contact page will list the trading name and postal address once the business exists.

What to tell us

Give us your order number, the item as named on the order, and what has gone wrong. If something arrived damaged, keep the packaging and send photographs of the parcel and the item before you open or move anything further. Do not send card details, bank details or passwords by email. We will never ask for them.

Condition and what counts as a fault

A single that does not match the grade we gave it is not as described. Our condition standard already commits us to taking it back and refunding the card and the postage both ways. We have not yet written our rules for opened sealed product.

Damaged, missing or wrong items

Tell us as soon as you notice. We will check your message against the order and reply with what happens next. Please do not post anything back until we have replied. We have not chosen a courier, so this page cannot yet say how a lost or damaged parcel is traced or claimed. The delivery page will say which courier we use when we have chosen one.

Return address and instructions

There is no return address yet. When there is, we will send it in our reply, with any reference to include, once we have matched your message to an order.

Refunds and updates

We will email you when we receive your request, when the item arrives back with us, and when the refund is sent. We have not chosen how we will take payment, so we cannot yet say how a refund reaches you or how long your bank takes to show it. The legal deadlines above apply whichever method it turns out to be.

If you are not happy with our answer

Reply on the same email thread and ask for it to be looked at again. If you are still not satisfied, Citizens Advice runs a consumer service that can tell you where you stand. Its consumer advice covers England, with separate pages for Wales, Scotland and Northern Ireland.

Not decided yet

We will settle each of these before the first order and update this page as we do.

This page will be updated when we have: Registered trading name and company details; Return postal address; Courier choice and its lost or damaged parcel claims process; Payment methods and how refunds are paid back (and typical bank timing); Decision on who pays return postage for change-of-mind cancellations (must be disclosed before order under CCR 2013 reg 35); Policy on opened sealed product and any diminished-value deduction under CCR 2013 reg 34(9); Any returns rights offered beyond the statutory minimum; Support reply-time target and escalation route beyond email; Whether a returns portal or order reference format will exist; Approved legal review of the final returns policy text and matching checkout disclosures.

Sources

Facts on this page were checked against these sources on the dates shown.