Returns & Refunds Policy
We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.
Crack the Pack Ltd · Company No. 16937388 · Last updated: January 2025
30-Day Return Window
You have 30 days from delivery to return eligible unopened items for a full refund or exchange.
Policy Summary
- Return window: 30 days from delivery date
- Eligible items: Unopened, sealed products in original condition
- Refund method: Original payment method
- Refund timeframe: 3-5 working days after inspection
- Return shipping: Customer pays (unless item is faulty/incorrect)
- Exchanges: Available for unopened items, subject to stock
ELIGIBLE FOR RETURN
UNOPENED SEALED PRODUCTS
Booster boxes, ETBs, tins, and collection boxes with factory seals completely intact. No signs of tampering.
DAMAGED IN TRANSIT
Contact us within 48 hours of delivery with photos of damage. We'll replace or refund immediately.
WRONG ITEM RECEIVED
If we sent the wrong product, we'll arrange collection and send the correct item or provide a full refund.
DEFECTIVE / FAULTY ITEMS
Manufacturing defects or faulty products. Provide photos for processing. We cover return shipping.
Condition Requirements: Returns must be in original, resaleable condition with all seals, packaging, and accessories intact. Items showing signs of use, damage, or tampering will not be accepted.
NOT ELIGIBLE FOR RETURN
OPENED SEALED PRODUCTS
Once factory seals are broken on booster boxes, ETBs, tins, or any sealed product, the item cannot be returned. This policy protects all customers from potentially tampered or searched products.
SINGLE CARDS & LOOSE ITEMS
Individual cards, opened booster packs, and loose items cannot be returned due to the nature of collectibles (unless received damaged or not as described).
SALE / CLEARANCE / FINAL SALE ITEMS
Items marked as "Final Sale", clearance, or heavily discounted are not eligible for return unless defective or damaged on arrival.
DISSATISFACTION WITH CARD PULLS
Card pulls are randomised by the manufacturer. We cannot accept returns based on the contents of opened products. All sealed products contain random assortments.
PRE-ORDER CANCELLATIONS (AFTER DISPATCH)
Pre-orders can be cancelled before dispatch. Once shipped, standard return policy applies.
Industry Standard: These restrictions are standard across the trading card industry and exist to protect the integrity of sealed products for all collectors.
HOW TO REQUEST A RETURN
EMAIL US
Contact us with order number & reason
GET APPROVED
We review & approve within 24 hours
SHIP BACK
Post item with tracking to our address
GET REFUNDED
Refund processed in 3-5 working days
📦 RETURN ADDRESS
Crack the Pack Ltd
49 Godwin Close
Sewardstone Road
London, E4 7RQ
United Kingdom
Important: Do not send returns without prior approval. Unapproved returns may be refused.
RETURN SHIPPING COSTS
Change of mind: Customer pays return shipping
Faulty/incorrect item: We cover return shipping (prepaid label provided)
REFUND PROCESSING
Inspection: 1-2 working days
Refund issued: 3-5 working days
Bank processing: Additional 2-5 days
DAMAGED OR FAULTY ITEMS
If your order arrives damaged or you receive a faulty product, we sincerely apologise and will resolve this immediately.
Please contact us within 48 hours of delivery at hello@crackthepack.com with:
- Your order number
- Clear photos of the damage
- Photos of the packaging (if damaged in transit)
- Brief description of the issue
We will arrange a replacement or full refund (your choice) and cover all return shipping costs for damaged or faulty items.
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
- Receive goods that are fit for purpose
- Receive goods that match their description
- 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?
Monday – Friday, 9am – 5pm GMT · We aim to respond within 24 hours
Crack the Pack Ltd · Company Number: 16937388 · Registered in England & Wales
Registered Office: 49 Godwin Close, Sewardstone Road, London, E4 7RQ, United Kingdom