RETURNS AND REFUNDS

YOUR RIGHT TO CANCEL (14 DAYS)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order for any reason within 14 days of the day you receive the goods. To cancel, tell us clearly in writing by emailing contact@cookesgames.co.uk with your order reference. You then have a further 14 days to send the goods back.

Sealed trading card product is exempt from the right to cancel once the manufacturer's seal has been broken, in the same way as sealed audio, video and software. Please don't open anything you may want to return.

OUR 30-DAY GOODWILL WINDOW

On top of your statutory rights, we accept returns of unwanted product for 30 days from delivery. The same conditions apply: the product must be unopened, with the manufacturer's seal and any shrink-wrap intact, and in the condition it was sent.

WHAT CAN BE RETURNED

• Booster boxes, elite trainer boxes, bundles, tins and starter decks that are still factory sealed
• Sleeves, deck boxes, playmats and other supplies in unopened retail packaging
• Anything that arrived damaged, faulty, or not as described (see below)

We cannot accept returns of product that has been opened, resealed, or has a broken or tampered seal, because we can no longer sell it as sealed.

HOW TO START A RETURN

1. Email contact@cookesgames.co.uk with your order reference and what you'd like to return. We reply within one working day with a returns address and reference.
2. Pack the product securely, ideally in the carton it arrived in, and include the returns reference.
3. Send it on a tracked, signed-for service and keep your proof of postage. The goods are your responsibility until they reach us.

WHO PAYS RETURN POSTAGE

• Change of mind: you cover the cost of return postage. We recommend a tracked service with enough insurance to cover the product value.
• Damaged, faulty or wrong item: we cover it. We'll send a prepaid label or refund your postage on receipt of the return.

REFUNDS

We refund to the original payment method within 14 days of receiving the return, or of you providing proof of postage if that's sooner. Refunds cover the product price and, for cancellations within the statutory 14 days, the standard delivery charge you paid. Refunds for goodwill returns after the 14-day statutory period cover the product price. Stripe usually shows the refund on your statement within 5–10 working days.

We may reduce the refund if the value of the goods has been reduced by handling beyond what is necessary to check them, for example a broken seal or damaged packaging.

DAMAGED, FAULTY OR WRONG ITEMS

Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. If something arrives damaged, is faulty, or isn't what you ordered, contact us within 48 hours of delivery with photos and we'll put it right with a replacement or a full refund including delivery. We cannot open or inspect sealed product before dispatch, and the contents of sealed packs are set by the manufacturer, so the cards found inside a pack are not grounds for a return.

HOUSEHOLD LIMITS

Some product is allocated to us in limited quantities. Where a listing shows a per-household limit, orders over that limit may be reduced or cancelled and refunded in full.

CONTACT