Refund policy
Returns & Refunds Policy
We want you to be happy with every card you buy from Thunderstone Cards. Because we sell collectible trading cards, some categories have specific rules below — please read the section that applies to your order.
Your right to cancel (UK Consumer Contracts Regulations)
You have the right to cancel your order within 14 days of receiving it, without giving a reason, for most items. To exercise this right, contact us within 14 days of delivery. You'll then have a further 14 days to return the item to us. Items must be returned in the same condition they were sent, in their original packaging (including any protective sleeves, toploaders, or slabs). See below for specific exceptions relating to graded cards and sealed product.
Singles (ungraded cards)
If a card arrives not matching the condition shown in the listing photos, contact us within 48 hours of delivery with photos of the issue and we'll offer a replacement, exchange, or full refund including return postage. For change-of-mind returns, the card must be returned unmarked, safely resleeved, in the condition it was sent, within 14 days. All returned cards are fully inspected against our original listing photos before a refund is issued, to guard against card substitution (e.g. a fake or different card being returned in place of the original). If a returned card doesn't match what was shipped, we'll contact you before processing anything further.
Graded cards (PSA, BGS, CGC, Ace)
Due to the collectible and easily substituted nature of graded slabs, we only accept returns on graded cards where: the slab arrives cracked, damaged, or tampered with in transit (photos required within 48 hours of delivery), or the listing was materially inaccurate (wrong card, wrong grade, wrong certification number). We do not accept change-of-mind returns on graded slabs. Every graded card is photographed prior to dispatch, including the certification label, so we can verify condition and cert number in case of a dispute. All returned slabs are fully inspected against our original listing photos and certification details before a refund is issued, to guard against substitution. If a returned slab doesn't match what was shipped, we'll contact you before processing anything further.
Due to the collectible and easily substituted nature of graded slabs, we only accept returns on graded cards where: the slab arrives cracked, damaged, or tampered with in transit (photos required within 48 hours of delivery), or the listing was materially inaccurate (wrong card, wrong grade, wrong certification number). We do not accept change-of-mind returns on graded slabs. Every graded card is photographed prior to dispatch, including the certification label, so we can verify condition and cert number in case of a dispute. All returned slabs are fully inspected against our original listing photos and certification details before a refund is issued, to guard against substitution. If a returned slab doesn't match what was shipped, we'll contact you before processing anything further.
Sealed product
For authenticity and stock integrity reasons, we cannot accept returns on sealed product once the outer packaging has been opened or removed, unless the item arrived damaged or faulty. Unopened sealed product in its original condition can be returned within 14 days for a change of mind. All returned sealed product is fully inspected before a refund is issued, to confirm it matches what was shipped and has not been opened, tampered with, or substituted.
For authenticity and stock integrity reasons, we cannot accept returns on sealed product once the outer packaging has been opened or removed, unless the item arrived damaged or faulty. Unopened sealed product in its original condition can be returned within 14 days for a change of mind. All returned sealed product is fully inspected before a refund is issued, to confirm it matches what was shipped and has not been opened, tampered with, or substituted.
Damaged or faulty on arrival
If anything arrives damaged, contact us within 48 hours with photos of the item and packaging. We'll arrange a replacement, exchange, or refund, and cover return postage.
If anything arrives damaged, contact us within 48 hours with photos of the item and packaging. We'll arrange a replacement, exchange, or refund, and cover return postage.
Return postage costs
We cover return postage when an item is faulty, damaged, or not as described. For all other eligible returns (change of mind on singles or unopened sealed product), the customer is responsible for return postage costs, and we recommend using a tracked service as we can't take responsibility for returns lost in transit.
We cover return postage when an item is faulty, damaged, or not as described. For all other eligible returns (change of mind on singles or unopened sealed product), the customer is responsible for return postage costs, and we recommend using a tracked service as we can't take responsibility for returns lost in transit.
Refunds
Once we've received and inspected your return, we'll notify you of approval and process your refund to your original payment method within 5 business days.
Once we've received and inspected your return, we'll notify you of approval and process your refund to your original payment method within 5 business days.
Contact us
To start a return, email lmsmith8817@gmail.comwith your order number and photos if relevant to the reason for return.
To start a return, email lmsmith8817@gmail.comwith your order number and photos if relevant to the reason for return.