Refund and Returns
Last updated: 30/03/2026
At Candy Cards, we take pride in delivering high-quality products and a premium experience. If something isn’t right, we’ll do our best to fix it quickly and fairly.
Your Right to Return
Under EU consumer law, you have the right to return most items within 14 days of receiving your order, without needing to provide a reason.
To qualify:
- Items must be unused, unopened, and in perfect resale condition
- Original packaging must be intact
- You must contact us within 14 days of delivery
Once approved, items must be shipped back within 14 days
Starting a Return
All returns must be requested in advance.
Please include:
- Order number
- Full name
- Reason for return
- Photos (if relevant)
Returns sent without approval may be refused.
Return Shipping
- If the issue is our fault (damaged, defective, incorrect item), we’ll cover the return
- If you simply changed your mind, return shipping is your responsibility
We strongly recommend tracked shipping — we cannot be responsible for lost returns.
Refunds
Once your return is received and checked:
- Refunds are issued to your original payment method
- Processing time: typically within 5–10 business days
In some cases, we may offer store credit as a faster alternative.
Order Changes & Cancellations
- Orders can be cancelled or modified before dispatch
- Once shipped, they must go through the return process
Pre-Orders
Pre-orders can be cancelled at any time before shipping.
If supply issues occur, we will always offer:
- A full refund, or
- Store credit (if preferred)
We reserve the right to adjust allocations if distributors limit quantities.
Non-Returnable Items
Due to the nature of collectible products, the following cannot be returned:
- Opened or unsealed products
- Booster packs (loose or from sealed boxes)
- Single cards
- Mystery products (bags, boxes, bundles)
- Gift cards
Once a sealed product is opened, it is considered accepted and final.
Damaged or Incorrect Orders
If something arrives wrong or damaged:
- Contact us within 48 hours of delivery
- Include clear photos of the issue
We’ll arrange a replacement, refund, or store credit depending on the case.
Shipping & Delivery Issues
If your order is delayed or missing:
- Contact us and we’ll open an investigation with the courier
- Delivery investigations may take up to 30 business days
Product Condition Notice
Sealed products may occasionally show minor wear from distribution (e.g. small dents, shrink wrap imperfections).
These are common in the TCG industry and do not qualify as defects.
Do you have doubts or need support?
Our customer service is always available for info@candycards.eu