Last updated: 21 August 2026
We hope you are happy with your purchase from Critical Hit Collectables LTD. This policy explains how cancellations, returns, refunds and exchanges are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
Cancelling an online order
If you are purchasing as a consumer, you normally have the right to cancel your online order without giving a reason.
You must tell us that you wish to cancel within 14 days beginning the day after you receive your order. After notifying us, you then have a further 14 days to return the goods.
To cancel an order, email [email protected] and include:
- Your full name
- Your order number
- The items you wish to return
- A clear statement confirming that you wish to cancel the order
If your order has not yet been dispatched, we will make reasonable efforts to cancel it before it leaves us. If it has already been dispatched, you will need to return it in accordance with this policy.
Condition of returned items
You may inspect an item in the same way that you reasonably would in a physical shop. You are responsible for any reduction in value caused by handling the item beyond what is necessary to establish its nature, characteristics and condition.
Trading card products can lose a substantial amount of their value once their factory seals, wrappers or packs have been opened. Breaking a factory seal, opening a booster pack or otherwise opening a product beyond what would normally be permitted in a shop may result in a deduction from your refund, potentially up to the full value of the affected item.
Returned items should be securely packaged and should include all original packaging, accessories, promotional items and other contents supplied with the order.
Individual trading cards must be returned in the same condition in which they were supplied. Please package cards carefully so that they are not bent, scratched or otherwise damaged in transit.
Items that cannot normally be returned
Unless an item is faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, cancellation rights may not apply to:
- Personalised, customised or specially commissioned products
- Digital content where supply has begun after you expressly agreed to immediate delivery and acknowledged the loss of your cancellation right
- Items sealed for health or hygiene reasons where the seal has been broken after delivery
Opening a trading card product does not remove your statutory rights if the product is faulty, damaged, counterfeit, incorrectly supplied or not as described.
Faulty, damaged or incorrect items
All goods must be of satisfactory quality, fit for purpose and as described.
If your order arrives damaged, contains an incorrect item or appears to be faulty, please contact us as soon as reasonably possible at [email protected].
Please include your order number, a description of the problem and clear photographs of the item, its packaging and the shipping packaging where possible. Please retain all packaging while we investigate the issue.
Under the Consumer Rights Act 2015, consumers normally have a short-term right to reject faulty goods within 30 days. Rights may also continue after this period, including the right to request a repair or replacement and, in certain circumstances, a refund or price reduction.
If an item is confirmed to be faulty, damaged in transit, incorrectly supplied or not as described, Critical Hit Collectables LTD will cover reasonable return postage costs or provide an appropriate return method.
How to return an item
Before returning an item, please email [email protected] for the correct return address and return instructions.
Please do not return products to a manufacturer or distributor. Returns sent to an unauthorised address may be delayed.
Unless the item is faulty, damaged, incorrectly supplied or not as described, you are responsible for the cost of returning it to us.
You are responsible for returned goods until they are delivered to us. We strongly recommend using an appropriately insured and trackable delivery service and retaining your proof of postage. We cannot accept responsibility for returns that are lost or damaged before reaching us.
Refunds
Once we receive your return, we will inspect it and contact you if there are any issues affecting the refund.
Where you exercise your legal right to cancel the whole order, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option. Additional delivery charges paid for express, timed or enhanced delivery are not refundable beyond the cost of standard delivery.
We may make a reasonable deduction from the refund where returned goods have been handled beyond what is necessary to inspect them and their value has consequently been reduced.
Refunds will be issued to the original payment method within 14 days after we receive the returned goods or, if earlier, after you provide satisfactory evidence that the goods have been sent back.
Your bank or payment provider may require additional time to display the refund in your account after it has been processed.
Late or missing refunds
If we have confirmed that your refund has been processed but you have not received it, please first check with your bank, card issuer or payment provider.
If they cannot locate the refund, contact us at [email protected].
Exchanges
If you receive a faulty, damaged or incorrect item, we may offer a replacement where stock is available. If a replacement is unavailable, we will offer another remedy in accordance with your statutory rights.
For change-of-mind purchases, the quickest option is normally to return the original item for a refund and place a new order for the item you require.
Sale and promotional items
Sale, discounted and promotional items have the same statutory rights as full-price items. Any refund will be based on the amount actually paid for the item.
Gifts
Refunds are normally issued to the original payment method used by the purchaser. If an item was received as a gift, please contact us so that we can explain the available options.
Pre-orders
You may request cancellation of a pre-order before it has been dispatched by contacting us. Once a pre-order has been dispatched, the normal cancellation and returns provisions in this policy apply.
Contact us
For questions about cancellations, returns, refunds or damaged items, contact:
Critical Hit Collectables LTD
Email: [email protected]