Returns & Refunds
Your satisfaction is our priority. We offer a 30-day return window on eligible products.
Crack the Pack Ltd · Company Number: 16937388 · Registered in England & Wales
49 Godwin Close, Sewardstone Road, London, E4 7RQ, United Kingdom
Email: hello@crackthepack.com · Phone: +44 7718 314886 · Hours: Monday – Friday, 9am – 5pm GMT
POLICY SUMMARY
30-Day Return Window
You have 30 calendar days from the date of delivery to return eligible items for a full refund. To be eligible for a return, items must meet the criteria outlined below.
PRE-ORDER CANCELLATIONS
Pre-order cancellations are subject to a 7.5% cancellation fee if cancelled before the item has shipped. This fee covers payment processing and administrative costs associated with pre-order management. Pre-orders cancelled after dispatch are subject to the standard return policy.
ELIGIBILITY REQUIREMENTS
To qualify for a return and refund, your item must meet all of the following conditions:
Returned within 30 days of delivery
Original, unopened condition with factory seals intact
Includes all original packaging and documentation
No signs of use, wear, or tampering
Accompanied by proof of purchase
ITEMS ELIGIBLE FOR RETURN
UNOPENED SEALED PRODUCTS
Booster boxes, Elite Trainer Boxes, tins, blisters, and other sealed products with factory seals completely intact.
DAMAGED IN TRANSIT
Items damaged during shipping. Must be reported within 48 hours of delivery with photographic evidence.
WRONG ITEM RECEIVED
If we shipped an incorrect product, we will provide an immediate replacement or full refund and cover return shipping.
DEFECTIVE PRODUCTS
Items with manufacturing defects. Photographic evidence required.
NON-REFUNDABLE ITEMS
OPENED SEALED PRODUCTS
Once factory seals are broken on booster boxes, packs, Elite Trainer Boxes, tins, or any sealed product, they cannot be returned. This policy protects all customers from potentially tampered or searched products.
DISAPPOINTMENT WITH CARD PULLS
Card pulls from sealed products are randomised by the manufacturer. We cannot accept returns based on the contents of opened packs or boxes. This is not a fault with the product.
SALE & CLEARANCE ITEMS
Products marked as "Final Sale", clearance, or heavily discounted are non-refundable unless defective or damaged on arrival.
ITEMS WITHOUT PROOF OF PURCHASE
Refunds cannot be processed without a valid order number or proof of purchase from Crack the Pack.
Note: These restrictions are industry-standard for trading card retailers and protect the integrity of sealed products for all collectors.
HOW TO INITIATE A RETURN
CONTACT US
Email hello@crackthepack.com with your order number, item(s) to return, reason, and photos if damaged or defective.
AWAIT APPROVAL
We will review your request and respond within 24 hours with return instructions and authorisation. Do not ship items back without prior approval.
SHIP YOUR RETURN
Package carefully in original condition and ship to Crack the Pack Ltd, 49 Godwin Close, Sewardstone Road, London, E4 7RQ. Use tracked and insured shipping.
RETURN SHIPPING COSTS
We recommend using tracked and insured shipping for all returns. Crack the Pack Ltd is not responsible for items lost or damaged in return transit.
REFUND PROCESSING
Once we receive your return:
INSPECTION
1–2 working days
REFUND PROCESSED
3–5 working days to your original payment method
BANK PROCESSING
Additional 2–5 working days depending on your bank
You will receive email confirmation at each stage of the return process. Refunds are issued to your original payment method only.
PARTIAL REFUNDS
In certain situations, only partial refunds may be granted:
Items with obvious signs of use, wear, or customer-caused damage
Products returned without original packaging or with damaged packaging (excluding shipping damage)
Items returned more than 30 days after delivery
Products with tampered or damaged seals (unless damage occurred during shipping)
EXCHANGES
We do not offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order for the item you require.
DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective:
Contact us at hello@crackthepack.com within 48 hours of delivery
Provide your order number and clear photographs of the damage or defect
Include photos of the packaging if damaged in transit
We will arrange a replacement or full refund and provide a prepaid return label
We take damaged items seriously and will resolve all valid claims promptly.
LATE OR MISSING REFUNDS
If you haven't received a refund after the timeframes stated above:
Check your bank account again
Contact your credit card company (it may take additional time for refunds to officially post)
Contact your bank (processing times vary between institutions)
If you've done all of this and still have not received your refund, contact us at hello@crackthepack.com
YOUR STATUTORY RIGHTS
This returns policy does not affect your statutory rights under UK consumer law.
Under the Consumer Rights Act 2015, you have the right to receive goods that are of satisfactory quality, fit for purpose, and match their description. You have the right to a refund, repair, or replacement for faulty goods.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for any reason, provided items are unopened and in original condition.
For more information about your consumer rights, visit Citizens Advice or GOV.UK.
Need Help With a Return?
Our team is here to make the process as smooth as possible.
Email: hello@crackthepack.com · Phone: +44 7718 314886
Contact Us Shop All ProductsCrack the Pack Ltd · Company Number: 16937388 · Registered in England & Wales · Last Updated: January 2025