RETURNS & REFUNDS
Your Legal Rights
Under UK consumer law for distance selling, if you purchase goods from us online, by phone, or by mail order, you have the right to cancel your order for any reason within 14 days of receiving the goods. This is known as the cooling-off period.
Once you’ve told us you want to cancel, you then have a further 14 days to return the items to us.
How to Return an Item
To start a return, please complete the form at the bottom of this page or click here.
You must send the item back to us within 14 days of telling us you wish to cancel. You are responsible for the cost of return shipping unless stated otherwise in writing before purchase.
We strongly recommend using a tracked delivery service for returns over £50, as we are not responsible for parcels lost in transit.
Condition of Returned Goods
Goods should be returned in a unused condition, in their original packaging, where appropriate.
You are allowed to handle and inspect the item as you would in a physical store (for example, to look at it or try it on).
However, if the item is used more than necessary to determine its nature, characteristics, and functioning, we may reduce your refund to reflect any diminished value.
Please note
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Sealed or collectible products (such as trading cards or sealed merchandise) may be treated differently if opened — see below.
Sealed Products & Unopened Packaging
Due to the nature of sealed products (e.g., sealed card packs, boxes), once packaging is opened and the product cannot be resold as new, returns may not be accepted unless the item is faulty or not as described.
Specifically:
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Items removed from original sealed packaging and which cannot be resold as new will not be accepted for return if the only reason is change of mind.
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Counterfeit products or items swapped with different cards/products will not be accepted under any circumstances.
This is to protect both buyers and future buyers from tampered or incomplete products.
Refunds (What You’ll Get Back)
Once your return is received and inspected:
✔ If approved, we will refund:
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The price of the item(s) returned
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Any standard delivery cost you paid
❗ We will not refund:
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Premium or express delivery charges (only standard delivery cost is refundable)
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The cost of return postage
Refunds will be issued to your original method of payment and processed within 14 days of us receiving the returned goods (or proof of return).
Faulty or Not as Described Items
If an item is faulty, damaged on arrival, or not as described, you have legal rights to:
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A full refund, or
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A replacement, or
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A repair
This right applies even after the 14-day cancellation period. Faulty claims are handled under the Consumer Rights Act 2015 and separate from change-of-mind returns. (Faulty complaints should be reported to sales@packandplayarena.co.uk with photos or evidence.)
Exchanges
We only exchange items if they are faulty or damaged. If you need an exchange for a correct item, please contact us first at sales@packandplayarena.co.uk.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your card issuer — it may take time to post.
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Contact your bank, as processing times vary.
If you still haven’t received your refund after these steps, please email sales@packandplayarena.co.uk.
Contact Us
If you have any questions about returns or this policy, please contact:
sales@packandplayarena.co.uk