Refund policy

We have a 14-day return policy, 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, unused and unopened within the original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@kongscards.co.uk. Please note that returns will need to be sent to the following address: 

68 Westfield Road
Barton Upon Humber
N.Lincs
DN18 5AB

If your return is accepted, the items should be returned to the address stated above. This is the customers / buyers responsibility to make sure the items get sent back to ourselves in the correct condition, as stated above. Any items sent back to us without first requesting a return will not be accepted.

You can always contact us with any questions in relation to a return at. - support@kongscards.co.uk

If the return is for sealed product or any pre-ordered product then a 10% re-stocking charge will apply.

 

NON UK BUYERS CUSTOMS / IMPORT FEES

When purchasing through ourselves please familiarise yourself with your countries import laws. You may be required to pay custom fees on imported goods. This is the responsibility of the customer to understand, and pay any additional fees which may be applied once an order reaches your destination customs. Any items that are not paid for will be destroyed or returned to ourselves and we have the rights to refuse a refund and obtain any additional costs that may have occurred to Kongs Cards LTD.

The HS commodity code for Trading Cards is. - 9504908000

 

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 correct. Please note all of our cards are 'Pack Fresh' unless stated otherwise on the item description. Customers have a 5 day period after receiving their items to notify us of any issues they have. After this 5 days period we will deem the order complete and a return / refund due to damage or missing contents may be rejected.

If your order gets lost in transit we will open up an investigation / claim with the relevant postal / shipping service on your behalf. Refunds will not be given until they have deemed the parcel as lost or damaged at which point we will be able to refund any lost or damaged items. We will have to follow the postal services timelines with term and conditions. Please refer to the shipping providers terms and conditions to see timelines on when this would be.

Exceptions / non-returnable items

PRE ORDERS can be cancelled and refunded up until 5 days prior to the official release date. This means, for example, if a product you've pre-ordered is set to release on a Thursday, you have to notify us on the previous Friday before 11:59pm (GMT+1) that you are wanting to cancel your pre-order. Any cancellation requests made after this point will be rejected due to the stock having already been paid for. For new Pre-Orders made after the 5 day cut off date the same rule will apply and sales will be final.

Certain types of items cannot be returned, such as special orders or personalized items.

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

Please read item descriptions for special conditions on certain items, such as pre-orders which the rarity of the cards are not fully revealed, sales on such items will be final from the moment the order is placed.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

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 support@kongscards.co.uk.