This policy explains how to cancel an order, send an item back or tell us about a problem with a delivery from Obsidia TCG. It doesn’t affect your statutory rights as a UK consumer. If you have a question, use our contact page or email sales@obsidiatcg.co.uk.
Changing your mind
You can cancel your order for any reason within 14 days, starting the day after you receive it. If your order arrives in more than one delivery, the 14 days start the day after the last item arrives. You can also cancel at any time before your order is dispatched.
To cancel, email sales@obsidiatcg.co.uk with your order number and the items you want to return. Once you’ve told us, please send the items back within 14 days.
How to return an item
- Contact us first. We’ll confirm your return and send you our returns address.
- Return postage. For change-of-mind returns, you pay the cost of sending the items back. We recommend a tracked and insured service, because items are your responsibility until they reach us.
- Keep sealed products sealed. Booster boxes, Elite Trainer Boxes, booster packs and other sealed products should come back factory sealed, in their original wrapping.
If an item comes back opened, used or damaged beyond what was needed to check it, we may reduce your refund to reflect the loss in value, up to its full price, as the law allows. Opened booster packs can’t be resold, so they lose their value once opened.
Refunds
We refund the price of returned items within 14 days of receiving them back, or of you sending us proof that you’ve posted them, whichever is sooner. If you return a whole order, we also refund the standard delivery charge you paid. If you chose a faster delivery option, we refund the cost of standard delivery only. Refunds go back to the payment method you used.
If you cancel before your order is dispatched, we refund the full amount, including delivery, within 14 days of you cancelling.
Faulty, damaged or incorrect items
If something arrives damaged or faulty, or isn’t what you ordered, email us as soon as you can with your order number and photos of the parcel and the item. We pay the return postage for faulty, damaged or incorrect items.
Under the Consumer Rights Act 2015, you can reject a faulty item for a full refund within 30 days of delivery. After that, you’re entitled to a repair or replacement, or a refund if that isn’t possible.
Booster packs contain randomly assorted cards, so not finding a particular card in a pack isn’t a fault.
Lost parcels
Your order is our responsibility until it’s delivered. If it hasn’t arrived when you expected it, contact us and we’ll check with the courier. If it has been lost, we’ll send a replacement or give you a full refund.
Pre-orders
Pre-order items show “(Pre-order)” in their name. You can cancel a pre-order at any time before it’s dispatched for a full refund. Once it has been delivered, the 14-day change-of-mind period above applies as normal.
Listings with their own terms
- Packs opened live: if you ask us to open packs for you on a live stream, they can’t be cancelled or returned once they’ve been opened, as stated on those listings.
- Second-hand items: a few listings are second-hand, with any box wear described in the listing. Wear that we’ve described isn’t a reason for a return, but the rest of this policy still applies.
Your legal rights
Nothing in this policy affects your statutory rights. You can read more about them on the GOV.UK consumer rights page.
This policy was last updated on 9 October 2026.