Refund policy

Returns & Refund Policy

Last updated: 4 September 2026

At Top Shop Trades, we take great care when packing and dispatching every order. We want you to be happy with your purchase, while also protecting our customers and our business against damaged, altered or substituted products.

1. Change-of-mind returns

For eligible products purchased online, you may have the right to cancel your order within 14 days of receiving your goods, in accordance with UK consumer law.

If you wish to cancel an eligible order, please contact us within 14 days of receiving your order. The item must be returned to us in an appropriate condition.

Where a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality, we may reduce the refund to reflect any loss in value, where permitted by law.

2. Sealed Pokémon TCG products

All sealed Pokémon TCG products must remain factory sealed if you wish to return them due to a change of mind.

This includes, but is not limited to:

Booster boxes
Elite Trainer Boxes
Collection boxes
Gift boxes
Starter decks
Special sets
Tins
Other factory-sealed Pokémon TCG products

⚠️ Opened sealed products

We do not accept change-of-mind returns for sealed products that have been opened, unsealed or tampered with.

This is because opening a factory-sealed collectible product can significantly affect its resale and collector value.

If a sealed product arrives damaged, faulty or materially different from the product described, please contact us immediately with photographs so that we can investigate and provide an appropriate remedy in accordance with your statutory rights.

3. Single Pokémon cards

Due to the collectible nature of individual trading cards and the risk of card swapping, substitution or alteration, we operate strict procedures for returns of single cards.

We do not accept change-of-mind returns on individual/single trading cards where the law permits us to exclude or limit such returns.

Every single card is photographed, condition-checked and recorded before dispatch.

Where a return is legally required or agreed because an item is faulty, damaged or incorrectly supplied, the returned card will be carefully inspected to confirm that it is the same card originally supplied, including its condition and identifying characteristics.

Any return involving a different card, substituted card, altered card or card that has been deliberately damaged may be rejected, subject to your statutory rights.

4. Damaged or incorrect items

If your order arrives damaged, defective or you receive the wrong item, please contact us as soon as possible.

Please provide:

Your order number
Photographs of the item
Photographs of the packaging
A description of the issue

For damaged deliveries, photographs of the outer packaging are particularly helpful when making a claim with the delivery provider.

We will investigate the issue and, where appropriate, offer a replacement, repair, refund or other remedy in accordance with applicable UK consumer law.

5. Returns procedure

Before sending anything back, please contact us first.

Return shipping is to paid buy the buyer.

Unauthorised returns may cause delays in processing your refund.

When returning an item, please ensure that it is securely packaged. We recommend using a tracked delivery service and retaining your proof of postage.

Top Shop Trades cannot accept responsibility for items lost or damaged while being returned by a customer unless otherwise required by law.

6. Refunds

Once your return has been received and inspected, we will confirm whether the refund is approved.

Approved refunds will normally be issued to the original payment method.

Where a refund is due because you have exercised your statutory cancellation rights, we will refund the applicable amount in accordance with UK consumer law.

Where applicable, the refund may include the cost of standard delivery. Any additional cost paid for an upgraded delivery service may not be refundable.

7. Items returned in a different condition

Because we sell collectible trading cards and sealed products, we carefully record the condition of items before dispatch.

A refund may be reduced where an item has been handled beyond what is reasonably necessary to inspect it and this has caused a loss in value, where permitted by law.

This is particularly important for:

Factory-sealed products
Individual cards
Graded cards
Collector products
Limited or special-release products

8. Fraud and card-swapping protection

To protect our customers and our business, Top Shop Trades may photograph, record and document products before dispatch.

For higher-value cards and collectible products, additional identifying information may be recorded.

Any attempt to return a substituted, swapped, altered or materially different item will be investigated and may result in the return being rejected, subject to applicable law.

9. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law.

If an item is faulty, not as described, or otherwise fails to meet your legal consumer rights, you may be entitled to a remedy regardless of the terms of this returns policy.