Refund & Return Policy

Last updated: 24 October 2026

This policy applies to purchases from TrainerStash LTD through our online store. We deliver to UK addresses only. It explains change-of-mind cancellations and what happens if goods are faulty, damaged, missing or not as described. Nothing in this policy limits your statutory consumer rights.

For help, email [email protected]. Please include your order number if available.

For most physical goods purchased online, you may cancel without giving a reason at any time after ordering until 14 days after the day you receive your goods. For goods from a single order delivered separately, this period ends 14 days after the day you receive the last of those goods.

To cancel, email [email protected] with a clear statement that you wish to cancel. You can also write to the postal contact address in our Terms of Service. Please provide your name, order number and the items concerned where possible so we can identify your purchase. You do not need our permission to exercise your cancellation right, and you do not have to use a particular form. An optional model cancellation form is included in our Terms of Service.

You must send the goods back without undue delay and within 14 days after notifying us of cancellation. Please contact us for the appropriate stock return address before posting; our registered office may not be the stock return location. We will provide return instructions promptly and will not use a delay in supplying them to prevent you exercising your rights.

For a change-of-mind return, you pay the direct cost of return postage. Please package goods securely and retain evidence of posting. A tracked service may help you keep a record, but using one is not a condition of your statutory cancellation right.

You may inspect goods as you reasonably would in a shop. Please handle cards carefully and return all contents belonging to the product. Singles, graded cards and sealed trading card products are not automatically excluded from statutory cancellation rights. We do not offer an additional voluntary change-of-mind returns window beyond your statutory rights.

We may make a deduction from a change-of-mind refund for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by law. For example:

• Playing with, bending, scratching or otherwise damaging a card may reduce its value.
• Breaking a booster box's factory seal, opening booster packs or opening other sealed collectible products will normally go beyond the inspection reasonably permitted in a shop and may substantially reduce their value. A box with opened outer wrapping but intact packs will be assessed differently from one whose packs have been opened.
• Opening or damaging a graded-card slab, or removing the card from it, may substantially reduce its value.

Any deduction must reflect the actual loss in value caused by excessive handling. Where the evidence establishes that such handling has removed all of the goods' value, a lawful deduction may reach the full price of those goods. This is not an automatic 100% deduction for opening packaging: we assess the individual return, taking account of remaining contents and value, and explain the evidence and calculation. We do not charge an automatic restocking fee or automatically refuse all cancellation rights because packaging has been opened. Please retain original product packaging where possible; missing packaging is not by itself a blanket reason to refuse a statutory cancellation.

These deductions do not apply to a valid rejection of faulty, damaged or misdescribed goods merely because you inspected them to discover the problem.

Singles are sold according to the condition stated in their listing and our store's Condition Guide. A raw card's condition grade is not a promise of a particular professional grading result. Stock images are representative; listings identified as actual scans or photos show the individual item. Regardless of image type, goods must match their description and stated condition.

Randomised sealed products do not guarantee a particular card or value unless expressly advertised. Disappointing pulls are not by themselves a fault. This does not remove cancellation rights or rights where a product is faulty or misdescribed.

You must return the actual goods supplied for the order, including their contents. Returning a different copy of a single card, a different graded card or slab, substituted contents, or a resealed product presented as unopened does not fulfil the obligation to return the original goods.

We may compare returns with available dispatch photographs, scans, grading certification numbers, distinguishing features and other relevant order records. We investigate discrepancies individually and will explain any issue and give you an opportunity to respond. We do not reject genuine returns merely because of a general concern about card swapping or because an item has been removed from a sleeve or protective holder for reasonable inspection.

Where evidence establishes substitution or missing original goods, we may decline to refund the affected goods on the basis of that purported return, subject to your legal rights and any genuine claim that we originally supplied the wrong or incomplete item. We may report substantiated suspected fraud to the relevant authorities. Our checks do not extend statutory refund deadlines or remove remedies for goods that were faulty, damaged or misdescribed when supplied.

Goods must be of satisfactory quality, fit for any particular purpose agreed with us, and as described, taking account of their stated condition and specific defects disclosed before purchase.

If there is a problem, email [email protected] with a description of the issue. Your order details and photographs can help us investigate, but we will not impose unreasonable evidence requirements. You do not have to provide an unboxing video or report a fault within an arbitrary 24- or 48-hour deadline to retain your legal rights.

You normally have a short-term right to reject non-conforming goods within 30 days of delivery for a full refund. After this period, you may be entitled to repair or replacement and, where the legal conditions are met, a price reduction or final rejection and refund. Your rights do not automatically expire after 30 days.

For valid faulty, damaged, incorrect or misdescribed-goods claims, we cover reasonable return postage costs. Contact us so we can arrange a suitable return method or provide a label where appropriate. We will not make you accept store credit instead of a refund to which you are legally entitled.

For the delivery services we arrange, goods remain our responsibility until physically received by you or someone you nominate to receive them. If a parcel has not arrived, arrives damaged or is missing items, contact us. We will investigate with the carrier and provide the refund, replacement or other remedy you are entitled to. You do not have to pursue our carrier yourself.

For a change-of-mind cancellation of the whole order, we refund the price paid and the cost of the least expensive standard delivery option offered for that order. If you chose a more expensive delivery option, we do not have to refund the upgrade cost. For a partial cancellation, we refund any delivery charge attributable solely to the cancelled goods.

We make refunds without undue delay and without a refund processing fee. Any lawful deduction for excessive handling will be explained.

For goods you return under the change-of-mind cancellation right, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first. We refund within 14 days after that point. If the cancelled goods have not been dispatched, we refund within 14 days of receiving your cancellation notice.

For a valid statutory rejection of faulty or misdescribed goods, we refund without undue delay and within 14 days after agreeing that you are entitled to a refund. We also refund delivery charges where required by law and cover reasonable return costs.

Refunds use your original payment method unless you expressly agree otherwise. Your bank or payment provider may take additional time to display the credit after we issue it. If a refund appears to be missing, contact us so we can check its status.

You may cancel an unfulfilled preorder by contacting [email protected]. We refund the amount paid for the cancelled products and any delivery charges attributable to them. We do not charge a preorder cancellation or restocking fee.

If release dates change or stock shortages affect your order, we will tell you. If we cannot supply an item, we will refund the affected part of your order and applicable delivery charges. If you cancel before dispatch, we refund within 14 days of your cancellation notice.

After delivery, the normal cancellation and faulty-goods provisions in this policy apply to preorders.

For gift cards bought directly from us online, we offer cancellation within 14 days after the day we confirm issue. Contact [email protected]. We refund the unused balance to the original purchaser's payment method within 14 days of receiving the cancellation notice.

If a gift card has been partly used, cancellation of products bought with it is handled under the applicable goods-return provisions. You are not entitled to keep goods while also receiving a refund for the credit used to buy them.

If we refund goods purchased using a gift card, the gift-card-funded portion is normally restored to the gift card; any portion paid by another method is returned to that original method. This does not affect any different remedy required by law.

Outside the cancellation policy or another legal entitlement to a refund, gift cards are not exchangeable for cash. Our gift cards do not expire and have no inactivity or balance maintenance fees. Other gift-card terms appear in our Terms of Service.

For a change-of-mind exchange, contact us to check availability. We may handle this as a return and a separate new order. This does not affect any legal entitlement to a replacement for non-conforming goods.

Email [email protected] for cancellations, returns, refunds and complaints. Postal contact details and the optional cancellation form are in our Terms of Service. Please contact us for the stock return address before posting goods.

This policy is provided by TrainerStash LTD, registered in England and Wales, company number 17107820. Your statutory consumer rights take priority over any conflicting provision in this policy or our other store information.