Returns & Refunds
We want every collector to shop with confidence. Here's how cancellations, returns and refunds work at Pack Kingdom.
Our commitment to collectors
At Pack Kingdom, we supply Pokémon Trading Card Game products and collectibles, including sealed booster packs, boxes and graded cards.
We understand that packaging, factory seals, product condition and authenticity matter to collectors. Our returns process is designed to protect both your consumer rights and the condition of collectible products.
Your legal rights come first. Nothing in this policy removes or limits your rights under applicable UK consumer law, including rights relating to faulty, damaged or incorrectly described goods.
Changed your mind?
For most eligible purchases made online, you have the right to cancel without giving a reason within 14 calendar days after receiving your goods.
If eligible, you must inform us of your decision to cancel within that period. You then have a further 14 days to send the goods back.
- You may inspect goods in the same way you reasonably could in a physical shop.
- Please retain packaging and protect the items when returning them.
- We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and condition.
- Certain statutory exceptions to cancellation rights may apply to specific products. These will be identified where applicable.
Important for sealed collectibles: Opening a booster pack or changing the condition of a graded card may substantially reduce its collectible value. This may affect the refund for an eligible change-of-mind return, but it does not automatically remove your statutory rights.
Returning collectible products
For change-of-mind returns, we strongly recommend returning products in their original condition. The following guidance helps protect their value.
Sealed Pokémon products
Please keep booster packs, booster boxes, collection boxes and other sealed products unopened, with manufacturer seals and packaging intact wherever possible. Opening sealed packaging may reduce the product's value.
Graded cards
Keep professionally graded cards inside their original grading slabs. Avoid scratching, cracking, opening or otherwise damaging the case. Changes to the slab or card may affect collectible value.
Individual cards
Protect individual cards using suitable sleeves, rigid holders and secure packaging. Avoid unnecessary handling that could create scratches, dents or edge damage.
Sale and promotional items
Discounted and clearance products retain the same applicable statutory consumer rights as full-price items. Any lawful product-specific exceptions will be communicated before purchase.
How to request a return
Please contact us before posting a return so our support team can provide the correct instructions and return address.
Contact our support team
Email packkingdom91@gmail.com with your order number, the product name, and whether you are cancelling or reporting a problem.
Receive return instructions
We'll provide the appropriate return instructions and address. For faulty, damaged or incorrect products, we may request photographs to help resolve the issue.
Package and send your item
Pack items securely to prevent damage during transit. We recommend a tracked postal service and suitable insurance for valuable collectibles.
Receive your refund or resolution
We'll inspect returned items when appropriate and process refunds within the applicable legal timeframe. Faulty or incorrect items will be resolved according to your consumer rights.
Who pays for return shipping?
Change-of-mind returns
For eligible change-of-mind cancellations, customers are responsible for direct return postage costs where this has been communicated before purchase, subject to applicable law.
Faulty, damaged or incorrect items
Where goods do not conform to the contract, we will cover reasonable necessary return costs as required by law and provide an appropriate remedy.
Please contact us before arranging postage for a faulty or incorrect item so we can advise on the return method.
When will I receive my refund?
For an eligible cancellation of an order involving goods, refunds are normally made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
- Refunds are made using the original payment method unless you expressly agree otherwise.
- Eligible refunds include the cost of standard outbound delivery, up to the cheapest standard delivery option offered.
- Lawful deductions may apply for diminished value caused by excessive handling.
- We do not impose an arbitrary restocking fee on statutory cancellation refunds.
- Your payment provider may take additional time to display the refund in your account.
Refunds for faulty goods are handled under the applicable consumer-rights rules. We will explain the relevant resolution and timeframe when processing your claim.
Damaged, faulty or incorrect orders
If your order arrives damaged, contains the wrong item, or does not match its description, please contact us as soon as reasonably possible.
Where possible, include your order number, photographs of the product and packaging, and a short explanation of the problem.
Under UK consumer law, faulty or misdescribed goods may qualify for a refund, repair or replacement depending on the circumstances and timeframe. The initial short-term right to reject qualifying faulty goods generally lasts 30 days.
No 48-hour cut-off: Reporting damage promptly helps us investigate delivery issues, but failing to report a problem within 48 hours does not remove your statutory rights.
Lost or missing parcels
If your parcel is delayed, missing or marked delivered but cannot be located, please contact our support team.
We'll investigate the delivery with the relevant carrier and assess the appropriate next steps.
Under applicable consumer law, the retailer generally remains responsible for delivery until the goods come into the physical possession of the customer or a person identified by the customer, subject to applicable exceptions.
Frequently asked questions
Can I return a sealed booster pack?
Generally, you can exercise applicable online cancellation rights for an eligible purchase. We strongly recommend keeping factory seals intact. Opening packaging may reduce the item's value and may affect the refund amount where permitted by law.
What if I receive the wrong product?
Contact our support team with your order number and details. We'll investigate and provide an appropriate resolution under your consumer rights.
Can I return a discounted item?
Yes. Sale and discounted items are not automatically excluded from applicable statutory cancellation or faulty-goods rights.
Do I need my original receipt?
We may request reasonable proof of purchase. Your order confirmation, order number or other evidence of purchase may be sufficient.
How will my refund be paid?
Refunds are normally issued to the original payment method unless you expressly agree to another method.
Need help with a return?
Our customer support team can help with cancellations, missing parcels, damaged items and refund questions.
CONTACT SUPPORT →Monday – Friday · 9:00 AM – 5:00 PM UK time