Refund policy

Effective Date: August 1, 2026

At TCG MATTER LIMITED, we strive to ensure your complete satisfaction with every purchase. If you are not entirely satisfied with your order, we are here to help. Please read our policies carefully to understand your rights and responsibilities.

1. Return & Cancellation Policy

14-Day Return Period

Under the UK Consumer Contracts Regulations, you have 14 days after receiving your item to request a return or cancel your order for a full refund.

Eligibility & TCG Sealed Product Conditions

To be eligible for a return, your item must meet all of the following conditions:

  • Sealed TCG Products: Due to the nature of trading card games, all booster boxes, booster packs, elite trainer boxes, tins, structure decks, and collectibles must remain unopened, untampered, and in their original factory shrink-wrap or packaging. We cannot accept returns on opened, unsealed, or searched products under any circumstances.
  • Items must be unworn, unused, with all original tags attached.
  • Proof of purchase or order confirmation is required.

How to Initiate a Return

To start a return request:

  • Live Chat: Use the live chat widget on our website (fastest method).
  • Email: Contact customer support at shop@tcgmatter.net.

Once your return request is approved, we will provide full instructions. Returns sent back without prior authorization will not be accepted.

Return Address & Postage Costs

Unless the product arrived damaged, defective, or incorrect, you are responsible for paying the direct cost of return postage. We strongly recommend using a tracked, insured courier service, as we cannot be held liable for items lost or damaged during return transit.

Official Returns Address:
TCG Matter Limited
Big Blue Storage, 690 London Road
West Thurrock
Grays
RM20 3DG
United Kingdom

2. Initial Delivery Fee Refunds

If you cancel your full order within the 14-day statutory cooling-off period, we will refund the standard basic delivery charge paid at checkout. Any express, priority, or premium delivery surcharges chosen at checkout are non-refundable.

3. Damages, Defects, and Incorrect Items

Please inspect your package immediately upon delivery. If an item is defective, damaged in transit, or incorrect, contact us immediately via our website chat or at shop@tcgmatter.net with your order number and photo evidence. We will evaluate the issue and arrange a replacement or full refund at no extra cost to you.

4. Exchanges

The fastest way to exchange an item is to return the original unopened product following the process above. Once your return is accepted, you can place a separate purchase for the replacement item. Standard postage fees apply.

5. Non-Returnable Items

The following items cannot be returned:

  • Opened or unsealed trading card products, booster packs, or single cards.
  • Custom products or special individual orders.
  • Clearance, final sale, or promotional items.
  • Gift cards.

6. European Union (EU) 14-Day Cooling-Off Period

For orders shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason under EU Consumer Rights Laws. Products must meet the same factory-sealed, unused, and unopened criteria outlined above.

7. Refunds

We will notify you once your return has been received and inspected at our returns facility. If approved, your refund will be automatically issued to your original payment method within 10 business days.

Please remember it may take additional time (typically 3–5 business days) for your bank or card company to process and post the refund credit.

If more than 15 business days have passed since your return approval and you have not received your credit, please contact us at shop@tcgmatter.net.

8. Pre-Order Policy

  • Payment: Pre-orders are charged in full at the time of checkout to guarantee your stock allocation upon release.
  • Cancellations: You may request a pre-order cancellation for a full refund at any time prior to dispatch by contacting us via live chat or at shop@tcgmatter.net.
  • Dispatched Pre-Orders: Once a pre-order has shipped, standard return rules apply after delivery.
  • Release Dates: Manufacturer release dates are estimates provided by official distributors and are subject to change.

9. Business Details

TCG MATTER LIMITED
Company Registration Number: 17243013
VAT Registration Number: GB 522 1924 18
Registered Office Address: 86 Dovestone Close, West Thurrock, Grays, RM20 3DG, United Kingdom
Customer Support Email: shop@tcgmatter.net