Refund policy

Refund Policy.

At Infinity TCG, we offer a 14-day return policy. This means you have 14 days from the date you receive your order to initiate a return.

How to Start a Return: To begin the return process, please contact us at info@infinitytcg.co.uk. Returns sent without prior authorization will not be accepted.

Return Eligibility: To qualify for a return, your item must be in the same condition as when you received it—unopened, unused, and in its original packaging. A receipt or email proof of purchase is also required. All items will have images taken on condition during packaging and kept for reference.

Once your return is approved, you’ll have 14 additional days to send the item back to us. Returns not dispatched within this timeframe will not be accepted.

Return Shipping Costs: For returns of unwanted items, customers are responsible for the postage costs. If an item was damaged during transit from us, we will cover the return postage after receiving proof of the damage.

Please ensure all unwanted items are securely packaged for return shipping. If an item is damaged during return upon receipt, we will issue a refund at 50% of the total purchase value.

Refund Process: Once we receive your return, a team member will evaluate the item and process your refund. This process may take up to 14 days.

For any questions regarding an open return request, please contact us at info@collectorldn.com.

Damages and Issues: Please inspect your order upon arrival and contact us immediately (no later than 2 working days of receiving) if any items are defective, damaged, or incorrect. We will work to resolve the issue promptly.

Please note that issues related to product faults, such as error cards, missing cards, or factory defects (including damaged plastic seals), are not eligible for return to us. These must be addressed with the manufacturer, and we will assist as much as possible.

Exceptions/Non-Returnable Items: Certain items cannot be returned, including custom products (e.g., mystery boxes, special orders, or personalized items) and any items that have been opened or tampered with. If you have questions about a specific item, please contact us.

Unfortunately, we do not accept returns on sale items or gift cards.

Cancellations/Order Amendments:

Lost/Misrouted Orders: Infinity TCG is not responsible for any additional costs incurred due to delayed, lost, or misrouted orders. We are also not liable for orders lost due to incorrect delivery addresses or contact information. Please ensure your shipping address and personal information is accurate before placing an order. If you need to make changes, contact us at info@infinitytcg.co.uk before your order is dispatched.

Orders returned to us due to an incorrect address will require a secondary postage fee before being reshipped to the correct address.

Pre-Orders: Please note that orders containing both in-stock and pre-order items will be shipped together once all items are in stock. If you prefer the in-stock items to be shipped sooner, please place a separate order.

Cancellation Fees:

• Debit/Credit Card: A 2.5% cancellation fee applies to unfulfilled orders canceled via this payment method.
• PayPal: A 3% cancellation fee applies to unfulfilled orders canceled via PayPal.

These fees reflect the non-recoverable transaction costs incurred by us.

Refunds: Once we have received and inspected your return, we will notify you of the approval status of your refund. If approved, the refund will be processed to your original payment method. Please note that it can take up to 14 days for us to process your refund and an additional 3-5 business days for your bank or credit card company to complete the transaction.

Packaging Disclaimer

We understand and appreciate that many of our customers are collectors who value the condition of product packaging. While we take great care in handling and shipping our items, we cannot guarantee "mint" condition or flawless outer packaging (such as minor dents, creases, or edge wear) on all sealed products.

These products arrive to us directly from The Pokémon Company International, and any packaging imperfections are not considered defects by the manufacturer. As such, returns or exchanges based solely on outer packaging condition cannot be accepted.

We always strive to pack and ship your order with the utmost care. If your item is damaged in transit in a way that affects the integrity of the contents (e.g., a crushed box resulting in damaged cards), please contact us within 7 days of delivery, and we will be happy to assist you.

Thank you for your understanding and support of our business!