Returns & Refunds

We want you to be happy with your purchase from Vault Trading. If you change your mind, receive the wrong item, or there is a problem with your order, please contact us and we’ll help resolve it.

Change of Mind Returns

For most online purchases, you have the right to cancel your order within 14 days of receiving your goods.

After notifying us that you wish to cancel, you then have a further 14 days to return the item.

Items must be returned in the same condition in which they were received, with all original packaging, accessories and components included.

You are responsible for the cost of returning unwanted items unless the item is faulty, damaged or incorrect.

Sealed Collectibles & Trading Card Products

Many of our products are sold as sealed collectibles.

If you return a sealed product because you have changed your mind, it should remain unopened, unused and in its original condition wherever possible.

If packaging, seals or protective wrapping have been opened or removed, this may reduce the resale value of the item. Where permitted by law, any refund may be reduced to reflect any loss in value caused by handling beyond what would reasonably be necessary to inspect the product.

This is particularly relevant to:

Pokémon TCG and other sealed trading card products

Booster boxes and Elite Trainer Boxes

Collector’s editions

Limited-edition products

Sealed gaming products

Other collectible items where condition forms a significant part of the value

Opening a product does not affect your statutory rights if the item is faulty or not as described.

Trading Cards

Individual trading cards should be returned in the same condition in which they were supplied.

Cards should be securely protected during return shipping to avoid damage in transit.

Please do not remove cards from protective holders, sleeves or other supplied protection unnecessarily if you intend to return them.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact us as soon as possible.

We may ask you to provide:

Your order number

Photographs of the item

Photographs of the packaging

A brief description of the issue

Where the item is faulty, damaged or incorrect, we will arrange an appropriate remedy in accordance with your UK consumer rights.

Depending on the circumstances, this may include a replacement, repair or refund.

Items Damaged in Transit

If your parcel arrives visibly damaged, please photograph the outer packaging before opening it where possible.

Please retain all packaging until the issue has been resolved, as this may be required as part of a courier claim.

Pre-Orders

Pre-orders may normally be cancelled before dispatch for a full refund.

Once a pre-order has been dispatched, the standard returns policy applies.

Please note that release dates are sometimes changed by manufacturers or distributors. A change to an estimated release date does not necessarily mean an order has been cancelled.

Please see our Pre-Order Information page for further details.

Return Shipping

When returning an item, we strongly recommend using a tracked delivery service.

You are responsible for ensuring that returned goods reach us safely.

For higher-value items, we recommend using a delivery service with appropriate insurance or compensation cover.

Please contact us before returning any item so we can provide the correct return instructions.

Refunds

Once your return has been received and inspected, we will process your refund as soon as reasonably possible.

Approved refunds will normally be returned to the original payment method.

For eligible change-of-mind cancellations, the refund will include the standard outbound delivery charge where required by UK consumer law. Any additional amount paid for an upgraded or premium delivery service may not be refundable.

Banks and payment providers may take additional time to show the refund in your account after it has been processed.

Return Exceptions

Certain items may not be eligible for a change-of-mind return where an exemption applies under UK consumer law.

This may include personalised or custom-made products and certain sealed products where the applicable statutory exemption applies.

Your statutory rights for faulty or misdescribed goods are not affected.

How to Request a Return

To start a return, please contact Vault Trading with:

Your name

Order number

Item you wish to return

Reason for the return

We’ll confirm the next steps and provide return instructions.

Nothing in this returns policy affects your statutory rights under UK consumer law.