Refund policy
Returns & Exchanges
Last updated: June 2026
Please read this policy carefully before purchasing. Our returns policy varies depending on the type of product purchased.
⚠️ Important: Sealed products and mystery items cannot be returned or refunded under any circumstances. See below for full details.
Sealed Products & Mystery Items — No Returns
We do not accept returns or offer refunds on any sealed products or mystery items. This includes:
- Booster packs and booster boxes
- Elite Trainer Boxes, tins, and collection boxes
- Bundle products and sealed sets
- Mystery boxes and mystery pack products
- Any product where the factory seal has been broken
This policy exists to protect all customers. Reseal fraud and card swapping are well-documented issues in the trading card hobby. Once a sealed product leaves our possession, we have no way to verify its contents have not been tampered with.
UK & EU customers: The sealed goods exemption under the Consumer Contracts Regulations 2013 (UK) and EU Consumer Rights Directive (2011/83/EU) applies to these products. By purchasing a sealed product, you acknowledge that the right of withdrawal does not apply once the seal has been broken.
This does not affect your statutory rights where a product is proven to be faulty or not as described prior to opening.
Singles & Non-Sealed Products
We accept returns on singles and non-sealed products under the following conditions:
- You contact us within 14 days of receiving your order
- The return is pre-authorised by us before you send anything back
- The item is returned in the same condition as it was sent
- You include your order number and reason for return
Do not send items back without contacting us first. Unauthorised returns will not be accepted and may be returned to sender at your cost.
Once we receive and inspect the returned item, we will process a refund or exchange within 5 business days. Return postage costs are the responsibility of the customer unless the item was sent in error or is genuinely not as described.
Damaged in Transit
If your order arrives damaged due to transit, please:
- Take clear photographs of the outer packaging and the damaged item(s) before opening further
- Contact us within 48 hours of delivery at Hello@thunderboltcards.co.uk
- Include your order number and photos in your message
We will assess each case individually and work with you to find a fair resolution. Claims made after 48 hours may not be accepted.
Misgraded Cards
If you believe a single card has been listed in a higher condition than it arrived in, contact us within 48 hours of receiving your order with clear photographs showing the issue. We take grading accuracy seriously and will investigate all genuine concerns.
Manufacturing Defects in Sealed Products
We are not responsible for manufacturing defects such as misprints, off-centre cards, or miscuts found within sealed products. These must be raised directly with the relevant publisher or manufacturer.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer. UK customers are protected by the Consumer Rights Act 2015. EU customers are protected by applicable national consumer protection laws. Your right to a remedy for goods that are faulty, not as described, or not fit for purpose is always protected by law.
How to Contact Us
To request a return or raise a concern, email us at Hello@thunderboltcards.co.uk with your order number and details. We aim to respond within 2 business days.