Refund policy

Instore policy

Refund and Returns Policy

Trading Card Games (TCG) Products

To protect our customers and our business from product tampering, card swapping, and fraudulent returns, the following refund policy applies to all trading card game products, including but not limited to booster packs, booster boxes, starter decks, bundles, and other sealed TCG merchandise.

No Refunds on Unsealed Products

Any product that has been opened, unsealed, or had its packaging tampered with cannot be returned or refunded under any circumstances.

No Refunds Once Products Have Left the Store

All sales of TCG products are final once the customer has left the premises with the purchased item(s). This applies even if the product remains sealed and unopened.

Due to the nature of collectible card products and the risk of product tampering, card swapping, resealing, or other fraudulent activities, we are unable to accept returns or provide refunds after products have left the store.

Customers are encouraged to inspect their purchases before leaving the premises.

Faulty or Damaged Goods

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

If an item is found to be faulty, damaged, or not as described at the time of purchase, customers may be entitled to a repair, replacement, or refund in accordance with their rights under the Consumer Rights Act 2015.

To process a claim for a faulty or damaged item, customers should:

  • Notify us as soon as reasonably possible.
  • Provide proof of purchase.
  • Return the item for inspection where requested.

Where a fault is confirmed, we will offer an appropriate remedy in line with UK consumer law.

Incorrect Purchases and Change of Mind

We do not offer refunds, exchanges, or store credit for:

  • Change of mind.
  • Accidental purchases.
  • Products purchased in error.
  • Products that remain sealed but have left the store.

Reserved Rights

We reserve the right to refuse any return or refund request where we reasonably believe that a product has been tampered with, altered, misused, or where a claim is inconsistent with this policy or applicable law.

By completing a purchase, customers acknowledge and agree to the terms of this Refund and Returns Policy.

Online Policy

We have a 14-day return policy on all non-personalised items, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@dungeonsanddice.co.uk

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Buyers are responsible for all return postage costs.

You can always contact us for any return question at info@dungeonsanddice.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalised items), and personal care goods. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@dungeonsanddice.co.uk