REFUND POLICY

At Moore Collectables, we want you to be completely satisfied with your purchase. This Returns & Refund Policy outlines our procedures for returns, exchanges, and refunds.

1. Returns Period

1.1 Standard Returns

You have 14 days from the date of delivery to return items for a full refund (excluding shipping costs), in accordance with the Consumer Contracts Regulations 2013.

1.2 Faulty or Damaged Items

If you receive a faulty or damaged item, you have 30 days from the date of delivery to return it for a full refund, replacement, or repair.

2. Return Eligibility

2.1 Eligible for Return

Items are eligible for return if:

They are in the same condition as received
For trading cards, they remain in the same condition and any protective packaging/cases have not been tampered with
The item is unused and has all original packaging
You have proof of purchase (order number, receipt, or confirmation email)

2.2 Non-Returnable Items

The following items cannot be returned:

Sealed products (booster packs, booster boxes, etc.) where the seal has been broken
Digital products or downloadable content
Gift cards
Clearance items marked as "Final Sale"
Special order or custom items
Items damaged through customer mishandling

3. Condition of Returns

3.1 Trading Card Condition

Trading cards must be returned in the exact same condition as they were shipped. This includes:

No additional wear, marks, or damage
Still in the same protective sleeves/top loaders if provided
No tampering with any graded card cases or protective holders

3.2 Other Products

All other products must be returned:

Unused with all original tags and packaging
In resalable condition
With all components and accessories included

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact us at contact@moorecollectables.co.uk within the applicable returns period
Include your order number and reason for return
Attach photos if the return is due to damage or defects
Wait for our confirmation and return authorization

4.2 Return Shipping

For standard returns:

You are responsible for the cost of return shipping
We recommend using a tracked shipping service
You are responsible for the item until it reaches our facility

For faulty or damaged items:

We will provide a prepaid return label or reimburse reasonable return shipping costs
Save your shipping receipt if seeking reimbursement

4.3 Return Address

You will be notified of the return address at the point the return is accepted

5. Refunds

5.1 Refund Timeline

Standard returns: Refunds will be processed within 14 days of receiving the returned item
Faulty items: Refunds will be processed within 7 days of receiving the returned item

5.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is unavailable, we will contact you to arrange an alternative refund method.

5.3 Refund Components

Full refunds include the purchase price of the item(s)
Original shipping costs are only refunded if the return is due to our error or a faulty item
Return shipping costs are only reimbursed for faulty or damaged items

5.4 Partial Refunds

We may issue partial refunds in cases where:

Items are returned with signs of use or handling beyond inspection
Items are missing components or accessories
Items are not in resalable condition
Sealed products show signs of tampering

6. Exchanges

6.1 Exchange Process

If you wish to exchange an item:

Follow the return process outlined in Section 4
Clearly state that you want an exchange and specify the replacement item
If the replacement item is of higher value, you will need to pay the difference
If the replacement item is of lower value, we will refund the difference

6.2 Exchange Availability

Exchanges are subject to product availability. If the requested exchange item is out of stock, we will contact you to discuss alternatives or offer a refund.

7. Cancelled Orders

7.1 Before Dispatch

Orders cancelled before dispatch will be refunded in full, including any shipping charges.

7.2 After Dispatch

Orders cancelled after dispatch must follow the standard return procedure outlined in Sections 1-5.

8. Special Circumstances

8.1 Graded Cards

For graded cards (PSA, BGS, CGC, etc.):

Returns are only accepted if the case is damaged during shipping or if the wrong card was sent
We cannot accept returns based on disagreement with the grade assigned by the grading company
The tamper-evident case must be intact and unaltered

8.2 Pre-Order Items

Pre-order items follow the same return policy once delivered. If you wish to cancel a pre-order before it ships, please contact us as soon as possible.

8.3 Promotional Items and Gifts

Free promotional items or gifts included with purchases must be returned along with the original purchase if you are returning the entire order.

9. Right to Refuse Returns

We reserve the right to refuse returns that do not comply with this policy, including:

Returns initiated after the specified return period
Items showing signs of use or damage beyond what was present at delivery
Incomplete returns (missing accessories, packaging, etc.)
Returns without proof of purchase

10. Consumer Rights

This Returns & Refund Policy does not affect your statutory rights as a consumer under UK law. For more information about your legal rights, contact your local Citizens Advice Bureau or Trading Standards office.

11. Contact Information

For any questions or concerns regarding returns and refunds, please contact us at:

Moore Collectables
61 Bridge Street
Kington
HR5 3DJ

07934062533
contact@moorecollectables.co.uk

12. Policy Updates

We reserve the right to update or modify this Returns & Refund Policy at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date.

Last Updated: May 16, 2025