Refund policy
Crack the Pack Ltd · Company No. 16937388 · Registered in England & Wales Last Updated: January 2025
Thank you for shopping with Crack the Pack Ltd. We want you to be completely satisfied with your purchase. If you are not entirely satisfied, we're here to help.
Policy Summary
| Return Window | 30 days from delivery |
| 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 (free for faulty/incorrect items) |
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 the delivery date
- In original, unopened condition with all factory seals completely intact
- Includes all original packaging, accessories, and documentation
- Shows no signs of use, wear, tampering, or damage
- Accompanied by proof of purchase (order number or receipt)
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 and 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.
These restrictions are industry-standard for trading card retailers and protect the integrity of sealed products for all collectors.
How to Initiate a Return
Step 1: Contact Us Email us at hello@crackthepack.com with your order number, the item(s) you wish to return, your reason for return, and photos if the item is damaged or defective.
Step 2: 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.
Step 3: Ship Your Return Once approved, carefully package the item(s) in their original condition and ship to:
Crack the Pack Ltd 49 Godwin Close Sewardstone Road London, E4 7RQ United Kingdom
We strongly recommend using tracked and insured shipping to ensure safe delivery.
Return Shipping Costs
| Reason for Return | Who Pays |
|---|---|
| Defective, damaged, or incorrect item | We pay (prepaid label provided) |
| Change of mind / no longer wanted | Customer pays |
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:
| Stage | Timeframe |
|---|---|
| Inspection | 1–2 working days |
| Refund Processed | 3–5 working days |
| Bank Processing | Additional 2–5 working days |
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, please 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 (www.citizensadvice.org.uk) or GOV.UK (www.gov.uk/consumer-protection-rights).
Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us:
Email: hello@crackthepack.com Phone: +44 7718 314886 Hours: Monday – Friday, 9am – 5pm GMT
Crack the Pack Ltd 49 Godwin Close Sewardstone Road London, E4 7RQ United Kingdom
Company Number: 16937388 Registered in England & Wales
We are committed to resolving any issues and ensuring your satisfaction with every purchase from Crack the Pack.
This policy was last updated in January 2025. We reserve the right to update this policy at any time. Changes will be posted on this page with an updated revision date.