Refund policy

Return and refund policy

This deliberately gives UK/EU customers only their statutory change-of-mind rights, rather than an additional TCL goodwill returns scheme. UK distance sales generally give consumers 14 days from delivery to notify the seller of cancellation and another 14 days to return the goods. EU consumers similarly generally receive a 14-day withdrawal period for online purchases.

The Collectors Lab Return and Refund Policy

Last updated: 18 August 2026

This Return and Refund Policy applies to purchases made from The Collectors Lab Ltd ("TCL", "we", "us" or "our").

Nothing in this policy limits or excludes any statutory consumer rights that apply to you.

UK and EU/EEA Customers

If you are purchasing as a consumer online in the United Kingdom or in a jurisdiction where an equivalent statutory right applies, you generally have the right to cancel a qualifying purchase within 14 days of receiving your order, without giving a reason.

You must notify us of your decision to cancel within the applicable 14-day period.

After notifying us, you must return the goods within the period required by applicable law, normally within a further 14 days.

To request a return, contact:

info@thecollectorslab.co.uk

Returns should be sent to:

The Collectors Lab Ltd
61A Chase Court Gardens
EN2 8DJ
United Kingdom

Condition of Returned Collectibles

Customers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and condition.

Trading cards and collectibles can lose substantial value when opened, altered, damaged or removed from their original packaging or protective holders.

Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product.

This may include products where a customer has:

opened or ripped a sealed booster pack or box;
opened a mystery bag or mystery product;
broken or removed a security or tamper seal;
removed a graded card from its slab;
altered, damaged or marked a card;
removed or damaged collectible packaging; or
otherwise returned an item in a materially different condition from that supplied.

Depending on the product and the extent of the handling, the reduction in value may be substantial.

This does not remove any statutory rights that cannot legally be excluded.

No Additional Voluntary TCG Returns

Outside rights provided to you by applicable law, The Collectors Lab does not offer an additional change-of-mind return or exchange policy for trading cards, graded cards, sealed TCG products, mystery products or other collectibles.

United States and Other International Customers

Unless applicable local law requires otherwise, all TCG and collectible sales outside the UK/EU statutory cancellation regime are final once dispatched.

We do not offer general change-of-mind returns for these products.

This does not apply where a product is damaged, defective, materially misdescribed or incorrect, or where applicable law gives you additional rights.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, is faulty, is materially different from its description or you receive the wrong product, please contact us as soon as possible at info@thecollectorslab.co.uk.

Please provide your:

Order number, description of the problem and clear photographs where appropriate.

Where TCL is responsible for the issue, we will provide the appropriate remedy and cover reasonable return postage where required.

Exact-Item Products

For individual raw cards and graded cards, we normally photograph the actual product held by us. Unless otherwise stated, the card or slab pictured is the individual item you will receive.

Raw-card condition assessments are made by TCL in good faith and customers should review the supplied photographs before ordering.

Third-Party Graded Cards

Grades assigned by PSA, BGS, CGC or other grading companies are independent third-party assessments.

A disagreement with a third-party grade, or a different result following cracking or resubmission, does not by itself make a product faulty or entitle the customer to a return.

Mystery Products

Mystery products are sold according to the contents and guarantees described on their individual product page.

Unless expressly stated otherwise, no minimum monetary or resale value is guaranteed.

Receiving a product with a lower market value than another possible product in the same mystery range does not by itself make the product faulty or misdescribed.

Mystery products are restricted to customers aged 18 or over.

Return Shipping Costs

For a valid change-of-mind return where the customer is responsible for return postage, the customer must pay the direct cost of returning the product.

We strongly recommend using an appropriately tracked and insured shipping service, particularly for valuable collectibles.

If TCL has supplied a faulty, damaged or incorrect product, we will cover reasonable return shipping costs where required.

Refunds

Where a valid statutory cancellation applies, refunds will be processed within the timeframe required by applicable law.

Where permitted, we may wait until we have received the returned goods, or evidence that they have been sent, before issuing the refund.

Refunds will normally be returned to the original payment method.

For qualifying statutory cancellations, any refund of the original delivery charge will normally be limited to the cost of the least expensive standard delivery service we offered. Additional express or premium shipping costs may not be refundable.

Order Cancellations

Orders may be cancelled before they have been shipped.

Please contact us as quickly as possible if you wish to cancel.

Once an order has been dispatched, the applicable return and cancellation rights described above will apply.

Pre-Orders

Pre-orders are normally paid in full when ordered.

Customers may request cancellation before the pre-order has been dispatched.

If the expected release date changes materially, customers may choose to continue with the order or cancel it.

If our supplier reduces or cancels our allocation and we cannot fulfil an affected pre-order, the affected customer will receive a full refund.

Contact

The Collectors Lab Ltd
Company number: 16947052
Email: info@thecollectorslab.co.uk
Telephone: +44 7803 082435