Refund policy
Returns, Refunds & Cancellations Policy
Last updated: September 2026
We want our returns process to be straightforward and fair.
This policy applies to purchases from JET Cards Limited and should be read alongside our Terms & Conditions.
Nothing in this policy affects your statutory rights.
1. Online Orders – Change of Mind
For most goods purchased online, consumers have a legal right to cancel their purchase within 14 days of receiving the goods, without giving a reason.
To exercise your right to cancel, you must clearly notify us within the applicable cancellation period.
Please contact:
Please include your order number and the item(s) you wish to return.
After notifying us of your cancellation, you must return the goods to us within 14 days.
Items sent to us without sufficient information to identify the order may experience delays in processing.
2. Condition of Change-of-Mind Returns
You are permitted to handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you would be able to inspect them in a physical shop.
Where handling goes beyond what is reasonably necessary and causes the value of an item to be reduced, we may make an appropriate deduction from the refund to reflect that reduction in value where permitted by law.
Where applicable, items should therefore be returned:
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with their original packaging;
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with accessories and components supplied with them;
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without avoidable damage; and
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securely packaged for the return journey.
Please do not place postage labels or adhesive tape directly onto retail product packaging where this can reasonably be avoided.
Opening or materially altering collectible packaging may substantially reduce the value of the product.
3. Return Postage
For an ordinary change-of-mind return, the customer is responsible for the direct cost of returning the goods unless we have agreed otherwise.
We strongly recommend using an appropriate tracked and insured service, particularly for high-value products.
If an item is faulty, materially not as described, incorrectly supplied or arrives damaged due to circumstances for which JET Cards is responsible, we will cover reasonable return costs where a return is required.
Please contact us before returning such an item so that we can advise you on the appropriate process.
4. Refunds
Once a return has been received, we will inspect it and process the appropriate refund.
Where you validly exercise your statutory right to cancel an online order, refunds will be made within the legally required timeframe.
We may withhold the refund until we have received the goods back or you provide evidence that they have been sent back, where the law permits us to do so.
Refunds will normally be made to the original payment method.
For eligible cancellation of an entire online order, we will also refund the basic outbound delivery charge where required by law.
If you selected a more expensive delivery method than our least expensive standard option, we are not required to refund the additional premium.
Your bank or payment provider may take additional time to display a completed refund.
5. Faulty, Damaged or Incorrect Goods
Please inspect your order as soon as reasonably possible after delivery.
Contact support@jetcards.uk if:
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an item is damaged;
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an incorrect item has been supplied;
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an item is faulty;
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an item is materially not as described; or
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something is missing from your order.
Providing photographs of the item, packaging and shipping box can help us investigate quickly, particularly where damage has occurred in transit.
Under applicable consumer law, goods must meet required standards including being as described and of satisfactory quality.
Nothing in this policy limits those rights.
6. Transit Damage
If your parcel arrives visibly damaged, please retain:
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the product;
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the original product packaging;
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the shipping packaging; and
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any labels attached to the parcel.
Please photograph the damage where possible and contact us promptly.
This helps us investigate the issue and make any necessary claim with the delivery company.
Your legal rights against JET Cards are not dependent upon whether we successfully recover compensation from the carrier.
7. Trading Card Singles
Special considerations apply to individual trading cards because their condition forms an important part of their value.
Unless expressly stated otherwise, images used on Single listings are representative sample images or digital card images. The physical card received will not necessarily be the exact card shown.
The condition stated on the listing at the point of purchase applies to the card supplied.
Cards are normally supplied in a protective sleeve and toploader or equivalent protection.
Condition concerns
If you believe a card has been supplied materially outside the advertised condition, please contact us with clear photographs and your order number.
We will assess the card against the condition in which it was sold.
Condition grading involves reasonable judgement, and small imperfections consistent with the advertised condition do not necessarily mean that the card has been misdescribed.
Returning Singles
Where a Single is being returned, it must be the same physical card supplied by JET Cards.
We may compare returned cards with our inventory records, identifying characteristics, photographs and order information to prevent substitution.
Cards should be returned using appropriate protective packaging.
Deliberate substitution of a different card, alteration of the card or fraudulent return activity may result in the return being refused where legally permitted and may lead to further action.
These provisions do not limit statutory rights.
8. Graded Cards
For individually listed graded cards, the product photographs will normally show the actual slab being sold.
Please check the grading company, grade and certification details before purchasing.
Grades issued by PSA, CGC, BGS or another grading company are the independent opinion of that grading provider.
JET Cards does not independently re-grade the enclosed card.
A disagreement with the grade assigned by the grading company does not by itself mean that JET Cards has misdescribed the item.
If the slab supplied is not the slab advertised, the certification details are materially incorrect, or the product is otherwise faulty or materially not as described, please contact us.
9. Sealed Trading Card Products
Sealed trading card products contain randomised manufacturer-selected contents.
Opening packs, booster boxes, collection boxes or other sealed trading card products can significantly reduce or eliminate their resale value.
An opened sealed product will therefore not ordinarily be accepted as an unwanted/change-of-mind return where its opening or handling has diminished its value, subject to applicable consumer law.
A particular pull, rarity or value is not guaranteed unless explicitly stated in the product description.
A disappointing pull or pack content does not itself make the product faulty.
10. Manufacturer Issues and Factory Defects
Some issues originate during manufacture, including printing variations, card centring, collation errors, missing expected promotional components, factory packaging issues and other production defects.
Where appropriate, we may assist you in contacting the manufacturer.
However, manufacturer involvement does not replace JET Cards' obligations as the retailer.
If the product does not meet the standards required by applicable consumer law, please contact us and we will assess the appropriate remedy.
11. Mystery Products
Mystery products are sold on the basis that some or all of their contents are unknown before opening.
Not receiving a particular item or receiving contents with a lower secondary-market value than hoped does not itself make a mystery product faulty or misdescribed, provided the product was supplied in accordance with its description.
Once opened, mystery products will not normally be accepted for a change-of-mind return where opening has reduced their value.
This does not affect statutory rights in relation to faulty or materially misdescribed products.
12. Personalised and Special-Order Products
Products made or personalised specifically for a customer may be excluded from the statutory change-of-mind cancellation right where the applicable legal exemption applies.
Any such restriction will be made clear where appropriate.
Faulty or misdescribed personalised goods remain subject to applicable statutory rights.
13. Sale and Discounted Products
Purchasing an item at a reduced or sale price does not remove your statutory consumer rights.
Online sale items remain subject to applicable distance-selling cancellation rights unless a lawful exception applies.
Where an item has been discounted specifically because of a disclosed defect, cosmetic issue or other characteristic, you cannot ordinarily claim that the product is faulty solely because of that characteristic where it was clearly disclosed before purchase.
14. Gift Cards
Gift cards are generally not refundable for change of mind once issued, subject to applicable law.
This does not affect any legal rights that apply in particular circumstances.
15. In-Store Purchases
There is generally no automatic legal right to return an item purchased in person simply because you have changed your mind.
JET Cards may agree to an exchange, store credit or return as a goodwill gesture at our discretion.
This does not affect your statutory rights where an item is faulty, materially not as described or otherwise fails to meet applicable legal requirements.
16. Order Cancellations Before Dispatch
If you wish to cancel or amend an online order before dispatch, contact us as quickly as possible at:
We will make reasonable efforts to stop the order.
Once an order has entered the packing or carrier process, we cannot guarantee that an amendment can be made.
Where cancellation rights apply, you may still exercise them in accordance with this policy and applicable law.
JET Cards does not charge a standard card-processing or PayPal cancellation fee for an ordinary eligible consumer cancellation.
17. Pre-Order Cancellations
Pre-orders can generally be cancelled before dispatch by contacting us.
If we are unable to fulfil a pre-order because of allocation, cancellation by the manufacturer/distributor or another stock issue, you will be entitled to a refund for the affected item.
We may offer an alternative product or store credit, but you are not required to accept either.
Manufacturer release dates are estimates and can change.
Please see our Terms & Conditions for our full Pre-Order terms.
18. Event and Tournament Bookings
Event bookings may be cancelled for a refund by contacting us at least 24 hours before the scheduled event start time.
Cancellations received less than 24 hours before the event and no-shows are normally non-refundable, subject to applicable law.
Subject to availability, we may allow your booking to be transferred to another date for the same event type.
If JET Cards cancels an event and an acceptable alternative is not provided, the event entry fee will be refunded in full.
19. Click & Collect
Click & Collect orders must normally be collected within 14 days of being marked ready for collection.
If an order remains uncollected after this period, we may cancel the order, refund it as appropriate and return the products to available inventory.
For pre-orders, the 14-day period begins when the order is ready for collection.
20. Incorrect Delivery Address
Customers are responsible for checking their delivery information before submitting an order.
If you notice an error, contact us immediately.
We cannot guarantee that we can change an address after dispatch.
Where a parcel is returned to JET Cards because the customer supplied an incorrect or incomplete address, we may require payment of the reasonable cost of sending the order again.
21. Returning an Item
Before returning an item, contact:
Please include:
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your name;
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order number;
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the item you wish to return; and
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the reason for contacting us.
Return instructions will then be provided where required.
Please package returned goods appropriately to prevent avoidable transit damage.
22. Statutory Rights
Nothing in this Returns, Refunds & Cancellations Policy excludes or restricts rights that you have under applicable consumer law.
For UK consumers, this includes applicable rights under the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Consumers in Ireland retain applicable mandatory protections under Irish consumer law.
Where this policy provides less protection than a mandatory legal right, the legal right takes precedence.
23. Contact
JET Cards Limited
Trading Address:
7D Brydges Court
Andover
SP11 9FT
United Kingdom
Email: support@jetcards.uk