Refund Policy

Refunds & Returns Policy

Last updated: October 2025

At TheCollectorHub, we take pride in providing authentic, high-quality Pokémon products.
This Refunds & Returns Policy outlines when and how you can return an item purchased from www.TheCollectorHub.net.

By placing an order, you agree to the terms below.

1. Eligibility for Returns

We accept returns and refunds under the following conditions:

✅ Sealed Products

You may return sealed items (e.g. sealed booster boxes, ETBs, tins, merchandise, etc.) within 14 days of delivery, provided they are unopened, unused, and in the same condition as received.
The item must also be in its original packaging.

✅ Individual Cards (Singles)

Individual Pokémon cards may be returned within 14 days if they are in the exact same condition as when sold.
For example, a card sold as Near Mint (NM) must be returned in Near Mint condition — free of wear, scratches, or damage.
Cards that have been played, handled, or altered are not eligible for refund.

❌ Loose or Randomised Items

For fairness and product integrity, loose or opened items are non-refundable, including:

• Opened booster packs, booster boxes, or sealed tins

• Mystery boxes, grab bags, or custom bundles once opened

• Digital codes or items sent electronically

This policy follows standard industry practice, as product contents cannot be verified once opened.

2. Return Process

To request a return:

1. Email support@TheCollectorHub.net within 14 days of receiving your order.

2. Include your order number, item(s) you wish to return, and reason for return.

3. Once approved, we’ll provide you with the return address and instructions.

Returned items must:

• Be securely packaged to prevent damage in transit.

• Include your name, order number, and proof of purchase.

We recommend using Royal Mail Tracked or another tracked service for all returns.
We cannot be held responsible for lost or damaged return parcels.

3. Refunds

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
If approved, your refund will be processed to the original payment method within 5–10 business days.

Shipping costs are non-refundable, except in cases where the return is due to our error (e.g. wrong item sent or product arrived damaged).

4. Damaged or Incorrect Items

If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery with:

• Your order number, and

• Clear photos of the item and packaging.

We’ll investigate the issue and arrange a replacement, exchange, or refund where applicable.

Please note: Minor imperfections in product packaging (such as dents, corner wear, or factory seals) are common in retail Pokémon products and are not considered damage unless the contents are affected.

5. Non-Returnable Items

The following cannot be returned or refunded:

• Opened or used products

• Loose booster packs

• Randomised or mystery products

• Digital or redeemable items (e.g. code cards)

• Sale or clearance items (unless faulty)

6. Exchanges

We currently do not offer direct exchanges.
If you wish to replace an item, please return the original for a refund (if eligible) and place a new order.

7. Your Rights

This policy does not affect your statutory rights under UK consumer law.
If an item is faulty, not as described, or damaged in transit, you are entitled to a full refund or replacement.

8. Contact Us

If you have any questions or wish to request a return, contact our support team:
📧 support@TheCollectorHub.net
🌐 www.TheCollectorHub.net