Refund policy

AZZY PACKS

Returns, Refunds, Cancellations & Consignment Sales Policy

Last updated: 9 October 2026

1. Introduction and Scope

This policy explains how Azzy Packs handles customer cancellations, returns, refunds, exchanges, delivery issues and purchases of consigned products.

Azzy Packs sells trading cards, sealed trading card products, graded cards, collectibles, memorabilia and related accessories. Products may be owned by Azzy Packs or supplied by third-party consignors for sale through our store.

For the purposes of this policy, a consigned product is an item entrusted to Azzy Packs by its owner for listing and sale under a separate consignment arrangement.

This policy applies to purchases made through the Azzy Packs online store unless a different arrangement is expressly agreed and legally valid.

It covers the customer-facing relationship between Azzy Packs and the buyer, including purchases of consigned products. It does not, by itself, establish the complete contractual relationship between Azzy Packs and a consignor.

Nothing in this policy excludes, restricts or replaces any statutory rights that a customer or consignor may have under applicable law.

2. Customer Statutory Rights

Customers purchasing as consumers are protected by applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

Depending on the circumstances, these rights may include:

• The right to cancel an eligible online purchase within the statutory cancellation period.
• The right to receive goods that are as described, of satisfactory quality and fit for their intended purpose.
• The right to seek an appropriate remedy for faulty, damaged, misdescribed or incorrectly supplied goods.
• The right to receive refunds within applicable statutory deadlines.
• Protection against unfair or unenforceable contract terms.

The fact that an item is second-hand, graded, collectible, limited edition or supplied on consignment does not automatically remove a customer’s statutory rights.

Where a product is sold as used, pre-owned or with disclosed imperfections, its condition will be assessed in light of the product description, the information provided before purchase and applicable law.

3. Change-of-Mind Cancellations

For most online purchases, consumers have 14 days from the day after they receive the goods to notify us that they wish to cancel their purchase.

Where an order contains multiple items delivered separately, or goods delivered in multiple lots, the statutory cancellation period may be calculated from the date the final item or lot is received, as provided by law.

Customers do not need to provide a reason for exercising an applicable statutory cancellation right.

To cancel, customers must clearly communicate their decision to Azzy Packs within the applicable cancellation period. They may use our website contact page or another contact method we make available.

Following notification, the customer must return the goods without undue delay and no later than 14 days after notifying us of the cancellation, unless a different legal arrangement applies.

Customers do not need to wait for our approval to exercise a valid statutory cancellation right. However, we recommend contacting us before sending items back so that we can provide the correct return address and instructions.

Any voluntary return window offered by Azzy Packs is additional to statutory rights and does not reduce them.

4. Return Shipping Fee: £4.59

For eligible change-of-mind returns, Azzy Packs offers a return shipping arrangement at £4.59 per return parcel, where available.

The customer is responsible for the direct cost of returning goods in circumstances where applicable law permits this and where the required information has been provided before purchase.

Where the customer chooses to use an Azzy Packs return service costing £4.59, we will explain the charge and how it will be collected before the return is arranged.

Where the customer chooses to arrange their own return postage, they will be responsible for that cost where legally permitted. They should use suitable packaging and retain proof of postage.

The £4.59 charge is not a penalty, restocking fee or administration fee. It is intended to cover the return shipping service where that service is used.

The charge will not be imposed where Azzy Packs is legally responsible for the return, including qualifying cases involving faulty, damaged, misdescribed or incorrectly supplied goods.

We will not deduct £4.59 from a statutory refund merely for processing the refund. Any return postage charge must be legally permitted, transparently disclosed and handled in accordance with the applicable cancellation rules.

Important: the return shipping arrangement must be configured and disclosed correctly on our website. Publishing this policy alone may not satisfy every legal requirement concerning pre-contract information.

5. Return Condition Requirements

Customers should take reasonable care of products they intend to return.

Where reasonably possible, returned products should include their original packaging, accessories, inserts, protective cases, labels and other items supplied with the order.

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner similar to an inspection in a physical shop.

If goods lose value because they have been handled beyond what is reasonably necessary for inspection, Azzy Packs may seek a deduction reflecting the actual reduction in value where permitted by law.

We will assess each case individually. We will not automatically reject a statutory return solely because packaging has been opened, a product has been inspected or an item is no longer in a condition suitable for resale.

We will not impose arbitrary restocking fees or blanket deductions that are inconsistent with consumer law.

6. Trading Cards, Graded Cards and Collectibles

Trading cards and collectibles may be particularly sensitive to changes in condition. Their value may depend on surface condition, corners, edges, centring, seals, labels, grading information, protective cases and packaging.

When handling products, customers should take reasonable care to avoid:

• Bending, creasing, scratching or marking cards.
• Damaging graded-card slabs, labels or certification information.
• Altering or removing tamper-evident seals unnecessarily.
• Removing included accessories or documentation.
• Substituting products or components.
• Causing damage beyond what is reasonably necessary for inspection.

Returned goods may be inspected and compared with relevant product descriptions, order records and available dispatch photographs.

If there is evidence of substitution, alteration, damage or a reduction in value, we will assess the circumstances and any lawful deduction on an individual basis.

We will not assume that a customer caused damage merely because an item is returned in a different condition. Any deduction must be justified by evidence and permitted by law.

7. Sealed Trading Card Products

Some products, including booster boxes, booster packs, tins, Elite Trainer Boxes and other sealed collectibles, are supplied with factory seals or protective packaging.

Customers who wish to return a sealed product because they have changed their mind should keep it sealed and return it in its original condition wherever reasonably possible.

Opening or altering a sealed product may affect its value. Where a customer exercises a statutory cancellation right, we may assess whether handling beyond what is reasonably necessary for inspection has reduced the product’s value and whether a deduction is legally permitted.

Opening a trading card product does not automatically remove statutory cancellation rights.

Certain products may fall within a specific legal exception to cancellation rights, but only where the product and circumstances genuinely satisfy that exception. Azzy Packs will not assume that all sealed products, trading cards or collectibles are exempt.

Rights relating to faulty, damaged or misdescribed products may still apply even where a cancellation exception is relevant.

8. Purchases of Consigned Products

Azzy Packs may list and sell products on behalf of third-party consignors.

Where a customer purchases a consigned product through the Azzy Packs store, the customer-facing sales terms and this policy apply in the same way as they do to other eligible purchases, subject to the applicable law and the actual sales arrangement.

Consignment status does not automatically exclude a product from cancellation rights or remedies for faulty or misdescribed goods.

Azzy Packs will handle customer enquiries, returns and refund requests in accordance with the applicable sales terms and legal obligations.

A consignor’s private agreement with Azzy Packs does not remove or reduce a customer’s statutory rights.

Where a consigned product is returned, Azzy Packs may need to coordinate with the consignor regarding the item’s return to inventory, the adjustment of sale proceeds or the recovery of funds under the separate consignment agreement. These internal arrangements will not be used to delay or deny a customer’s lawful remedy.

9. Consignor Responsibility and Ownership

Consignors are responsible for ensuring that products submitted for sale are lawfully theirs to sell or that they have the necessary authority to consign them.

Consignors must provide accurate information about the identity, authenticity, condition and known history of submitted products, including relevant alterations, defects, damage or authenticity concerns.

Consignors must not submit counterfeit, stolen, unlawfully obtained, misrepresented or otherwise prohibited items.

Azzy Packs may decline to list or may temporarily remove an item where there is a reasonable concern regarding ownership, authenticity, condition, legality or accuracy of the listing.

Any verification, authentication or inspection carried out by Azzy Packs will be limited to the checks actually performed. Unless expressly stated otherwise, a listing does not constitute a guarantee by an independent grading company or authentication provider.

Detailed terms governing consignor commission, payouts, pricing, storage, insurance, unsold inventory, withdrawal of stock and responsibility for losses must be agreed separately in the Consignment Terms and Conditions.

10. Faulty, Damaged, Misdescribed or Incorrect Products

Customers should contact Azzy Packs if an item:

• Arrives damaged.
• Is faulty or does not function as described.
• Is materially different from the product description.
• Is the wrong item.
• Has a material defect that was not accurately disclosed before purchase.

Please provide the order number and a description of the problem. Photographs or video may help us investigate, where reasonably available.

Customers are not required to provide evidence in a form that would unreasonably interfere with their statutory rights.

We will assess the issue and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a refund, repair, replacement or another remedy.

The Consumer Rights Act 2015 may provide a 30-day short-term right to reject faulty goods for a refund, subject to the applicable legal requirements. Other rights may apply after this period.

The £4.59 change-of-mind return shipping fee will not apply where Azzy Packs is legally responsible for the return.

11. Damage During Delivery

If a parcel arrives visibly damaged, customers should retain the packaging and take photographs where reasonably practical.

Please contact Azzy Packs with the order number, details of the damage and any relevant photographs.

We may investigate with the delivery provider and request reasonable information to help establish what happened.

Customers should not discard damaged packaging or arrange a paid return before contacting us where it is practical to wait for instructions. This does not require customers to delay action needed to preserve their safety or statutory rights.

The outcome will be determined by the circumstances and applicable law. A damaged parcel will not automatically result in a refusal of a valid claim.

12. Missing, Lost or Delayed Orders

If an order has not arrived within the expected delivery period, customers should contact Azzy Packs with their order number.

We will review available tracking information and investigate with the delivery provider where appropriate.

A tracking status or delivery photograph may form part of the evidence, but it will not automatically settle every question about whether goods were legally delivered.

Where goods are lost in transit or fail to arrive, Azzy Packs will resolve the issue in accordance with its legal responsibilities.

Customers will not be charged the change-of-mind return fee for goods that have not been delivered.

If tracking indicates delivery but the customer has not received the parcel, we may ask them to check relevant safe places, collection points or nominated recipients while we investigate.

13. Refund Amounts and Processing Times

Refunds will be processed in accordance with the applicable legal deadlines.

For statutory cancellations of goods, where Azzy Packs has not offered to collect them, the refund is generally due no later than 14 days after the goods are received back or, if earlier, after the customer provides evidence of having sent them back.

Where the law requires a refund of the original standard delivery cost, this will be included. Additional charges for a more expensive delivery option may be excluded to the extent permitted by law.

Refunds will normally be issued using the original payment method unless the customer expressly agrees to another method.

A bank or payment provider may take additional time to display a refund after it has been processed.

We will not charge an administration fee for processing a statutory refund.

14. Partial Returns and Lawful Deductions

Where a customer returns only part of an order, the refund will be calculated according to the items returned and the applicable legal requirements, including any required refund of delivery costs.

A deduction may be made where legally permitted, including for a demonstrable reduction in value caused by handling beyond what is reasonably necessary to inspect the goods.

Any deduction must be proportionate, evidence-based and legally justified.

Azzy Packs will not automatically deduct the entire value of a product because it has been opened, inspected or returned without its original packaging.

15. Exchanges and Replacements

Customers may contact Azzy Packs to ask whether an exchange is available.

Exchanges are subject to stock availability and agreement. We cannot guarantee that a particular card, parallel, variant, edition or limited-edition product will be available.

An exchange request does not replace or limit any statutory remedy available for faulty, damaged, misdescribed or incorrectly supplied goods.

16. Cancellations Before Dispatch

Customers who wish to cancel an order before dispatch should contact Azzy Packs as soon as possible.

Where the order has not been dispatched, we will make reasonable efforts to stop fulfilment and cancel it.

If the order has already been dispatched, the applicable cancellation and return procedure may need to be followed.

No return shipping fee will be charged where a cancellation is completed before dispatch and no return shipment is required.

Nothing in this section removes a customer’s statutory cancellation rights.

17. Promotional Purchases, Discounts and Gift Cards

Refunds for promotional purchases, discounted items and orders paid for using gift cards will be calculated in accordance with the applicable purchase terms and consumer law.

Where only part of an order is returned, the refund will reflect the amount paid for the returned goods, taking account of any valid promotion and applicable legal requirements.

Promotional terms will not be used to remove statutory cancellation rights or remedies for faulty or misdescribed products.

Separate gift card terms may apply where these have been provided to customers.

18. Return Packaging and Proof of Postage

Returned products should be packaged securely and appropriately for their nature and value.

For trading cards, slabs and collectibles, suitable protective packaging is recommended to reduce the risk of bending, impact and damage.

Customers arranging their own return postage should retain proof of postage and tracking details until the return is resolved.

Where Azzy Packs provides a return label or shipping service, customers should follow the instructions supplied.

Responsibility for loss or damage during a return will depend on the circumstances, the return arrangement and applicable law. We will not automatically reject a valid statutory claim solely because a parcel is lost during the return process.

19. Suspected Fraud, Substitution or Abuse

Azzy Packs may investigate a return where there is a reasonable concern about product substitution, tampering, counterfeit goods, fraudulent claims or deliberate damage.

We may use relevant order records, dispatch photographs, product identifiers, tracking information and customer communications where reasonably necessary to investigate a dispute or protect legitimate business interests.

Where credible evidence of fraud or abuse exists, we may take proportionate action permitted by law, including disputing an unsupported claim or referring suspected criminal conduct to the appropriate authorities.

Each case will be assessed on its evidence. This section does not permit Azzy Packs to refuse a genuine statutory return or withhold a refund where the law requires one.

20. Payment Disputes and Chargebacks

If a customer experiences a problem with an order, we encourage them to contact Azzy Packs so that we can investigate and seek a resolution.

Where a payment dispute or chargeback occurs, we may provide relevant order information, delivery evidence, product descriptions, dispatch records and communications to the payment provider.

Nothing in this policy prevents a customer from exercising rights available through their payment provider or under applicable law.

21. How to Request a Return or Refund

To request a return, cancellation, refund or replacement:

1. Contact Azzy Packs through the contact page on our website.
2. Include your order number and the email address used at checkout.
3. Explain whether the request relates to a change of mind, a faulty or damaged item, an incorrect order or a delivery issue.
4. Include relevant photographs or supporting information where reasonably available.
5. Follow the return instructions provided, while taking any steps necessary to preserve your statutory rights.

A statutory cancellation request must clearly communicate the customer’s decision to cancel within the applicable cancellation period. A customer does not need our permission to exercise a valid statutory cancellation right.

We will provide the appropriate return address and explain any applicable return shipping arrangements.

22. Consignment Disputes Between Azzy Packs and Consignors

Disputes concerning ownership, authenticity, listing accuracy, pricing, commission, payouts, storage, insurance, unsold inventory, withdrawal of stock or reimbursement following a customer refund will be handled under the separate Consignment Terms and Conditions agreed between Azzy Packs and the relevant consignor.

This customer-facing policy does not, by itself, establish the consignor’s payout entitlement or authorise deductions from consignor proceeds.

Where a customer return or refund affects a consigned sale, Azzy Packs will follow its applicable legal obligations to the customer and the agreed consignment terms when reconciling the transaction with the consignor.

Azzy Packs will not rely on an internal disagreement with a consignor to avoid a customer’s statutory rights.

23. Contact Information

For returns, cancellations, refunds or delivery enquiries, please use the contact page on the Azzy Packs website.

Include your order number and relevant details so that we can identify the transaction and respond efficiently.

Consignors should use the contact route specified in their consignment agreement for matters relating to their submitted inventory, payouts or unsold products.

24. Changes to This Policy

Azzy Packs may update this policy from time to time to reflect changes to our procedures, products or legal obligations.

The terms applicable to a particular order will be considered alongside the terms provided at the time of purchase and any mandatory legal requirements.

We will not apply a policy change retrospectively to remove rights a customer has already acquired.

25. Governing Law

This policy is intended for use by a UK-based online retailer and is governed by the applicable laws of England and Wales, subject to mandatory consumer protections that may apply in other jurisdictions.

Nothing in this section deprives a consumer of protections that cannot legally be excluded or limited.

Azzy Packs is committed to handling customer returns, refunds and consigned-product sales fairly, transparently and in accordance with applicable law.