Refund policy

Returns & Refunds Policy

Last updated: 21 September 2026

At CSB Cards, we want you to be happy with your purchase. If you change your mind about an order, or there is a problem with an item, please contact us and we will do our best to resolve the issue.

Cancelling an order

If you have purchased from CSB Cards online as a consumer, you generally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.

To cancel an order, please contact us at:

Email: help@csbcards.co.uk

Please include your order number and clearly tell us that you wish to cancel your order.

Once you have told us that you wish to cancel, you must return the goods to us within 14 days.

Condition of returned items

Items should be returned in their original condition and packaging wherever reasonably possible.

You are entitled to handle goods as reasonably necessary to establish their nature, characteristics and functionality. However, if goods have been opened, used, damaged or handled beyond what is reasonably necessary, this may reduce their value.

This is particularly relevant to sealed Pokémon TCG and other collectible products.

Sealed collectible products can lose a significant amount of their value if the original seal or packaging has been opened, removed or damaged.

Where the value of a returned product has been diminished because it has been opened, used, damaged or handled beyond what is reasonably necessary, we may make a deduction from your refund to reflect the reduction in value of the goods.

For example, a sealed Pokémon Elite Trainer Box that has been opened may no longer have the same value as an unopened, sealed product. Any deduction will reflect the actual reduction in value of the returned goods.

This does not affect your statutory rights where an item is faulty, damaged before delivery, incorrect or not as described.

Used trading cards

Products listed as used cards are sold in the condition described on the product listing.

Where applicable, photographs and condition descriptions are provided to help you assess the condition of the card before purchasing.

If you change your mind about a used card purchased online, you may still exercise your statutory cancellation rights. The card should be returned in the same condition in which it was supplied.

Return postage

If you are cancelling an order because you have changed your mind, you are responsible for the cost of returning the goods to us.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can advise you on the appropriate return arrangements.

Refunds

Once we receive your returned goods, we will inspect them where necessary and process your refund.

Refunds will normally be made using the original payment method.

Where applicable, we may deduct an amount from your refund to reflect any reduction in the value of the goods caused by handling beyond what is reasonably necessary to inspect them.

Where you exercise your statutory cancellation rights, we will refund the cost of the standard delivery service originally paid. If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery service.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at:

help@csbcards.co.uk

Please provide your order number and, where appropriate, photographs of the item and its packaging.

We will assess the issue and work with you to resolve it in accordance with your statutory consumer rights.

Exclusions and statutory rights

Nothing in this policy is intended to remove or limit any rights you have under UK consumer law.

Your statutory rights remain unaffected, including your rights relating to goods that are faulty, damaged, misdescribed or otherwise do not conform to the contract.