Returns & refunds

Your seller

Ellvan Cards is a trading name of ELLVAN STUDIOS LTD, company number 17420825.

This address is for correspondence only, including written cancellation notices. It does not accept returned-product parcels.

Email contact@ellvancards.com for parcel-return instructions. This does not affect your cancellation deadlines or statutory rights.

1. Start a return or cancellation

Email contact@ellvancards.com with your order number (or other proof of purchase), the items concerned and whether you are cancelling an unwanted purchase or reporting a problem. For damage or suspected tampering, photographs of the item, seals and packaging help us investigate; they are not a condition of your statutory rights.

We will provide return instructions and the appropriate return address. Please contact us before posting so we can identify your parcel and arrange any return costs we must cover. You do not need our permission to exercise a statutory cancellation right: a clear statement that you wish to cancel is sufficient. Do not delay notifying us while waiting for a reply.

2. Changing your mind

For most goods bought online, you may cancel without giving a reason by telling us within 28 days after the day you receive them. This extends the normal statutory 14-day notification period. Where one order is delivered separately, the period normally starts after the last item is received. Send the goods back within a further 14 days after notifying us. You may also ask to cancel before dispatch; if the parcel has already left us, the return process applies.

This 28-day change-of-mind notification period is offered in addition to your statutory rights. Any further goodwill exception is considered individually and does not create an entitlement for future purchases. Sale prices and ordinary price changes do not remove your statutory rights.

3. Seals, contents & collectible condition

For a full change-of-mind refund, keep sealed collectible products unopened, unused and complete, with their original factory seals, wrappers, inserts and accessories intact. Do not open booster packs to inspect their card contents, redeem included codes, replace contents, reseal packaging or alter the product. Return single cards in the condition supplied and protect them in transit.

You may inspect goods as you reasonably could in a shop. Opening a delivery carton is not the same as opening a sealed booster or retail product. Original packaging helps protect collectible value, but a missing box or broken seal does not automatically remove a statutory cancellation right.

If handling beyond what is necessary to inspect the goods reduces their value, we may deduct the evidenced loss in value where the law permits. Opening sealed trading card products can substantially reduce their value. We assess the actual item rather than impose a fixed percentage or automatic restocking fee, and explain any deduction. This does not limit remedies for goods that were already faulty or not as described.

4. Packing & return postage

You pay the direct return postage for an unwanted, correctly supplied item. We do not provide free change-of-mind return labels. Use secure outer packaging; do not attach postage labels or tape directly to the retail box. Keep proof of posting. A tracked service is recommended, not compulsory.

For faulty, misdescribed, damaged-on-arrival or incorrectly supplied goods, we cover reasonable necessary return costs as required by law. Contact us so we can arrange a suitable label or agree a reasonable method; do not incur avoidable premium postage. Reusing a protective delivery carton is fine—it is not the same as resealing a retail product.

5. Faulty, damaged or incorrect items

Tell us promptly if something is wrong, and keep the goods and packaging where possible. UK consumers normally have a 30-day short-term right to reject goods that are faulty, not as described or unfit for purpose. After that, repair, replacement, a price reduction or a refund may be available under the Consumer Rights Act 2015, depending on the circumstances. Rights can continue beyond 30 days; a manufacturer's warranty does not replace them.

Randomised packs do not guarantee particular cards, rarity, resale value or grading outcomes unless the listing expressly says otherwise. Disappointment with a pull is not itself a defect. That does not exclude a genuine manufacturing fault, missing advertised contents, misdescription or damage. We remain your point of contact for your consumer rights; you do not have to rely only on the manufacturer.

6. Inspection & suspected tampering

We inspect returned items and may compare them with our dispatch photographs, recorded condition, identifying marks, seals and contents. Product-page images can be illustrative; they are not, by themselves, proof of the exact item dispatched. We may request reasonable supporting information and investigate discrepancies, substitutions or suspected resealing fairly.

A substitute item is not a return of the goods purchased. Where evidence supports a lawful deduction or refusal of a claim, we will explain why and give you an opportunity to respond. We do not treat our records as conclusive or use an investigation to postpone a refund beyond a legal deadline. Each assessment remains subject to your statutory rights.

7. Refunds

For a change-of-mind cancellation under this policy, we refund without undue delay and no later than 14 days after receiving the goods back or, if earlier, receiving evidence that you sent them back. If we have offered to collect, the refund deadline is normally 14 days after notice. Refunds use your original payment method unless you expressly agree otherwise, with no refund-processing fee.

When you cancel the whole order, we also refund the standard outbound delivery charge; an optional premium-delivery upgrade need not be refunded. Partial returns and any lawful loss-of-value deduction are assessed against the order and the applicable law. Faulty-goods refunds follow their statutory deadlines, including normally within 14 days after we agree that you are entitled to a refund. Your payment provider may take additional time to display the credit.

8. Your rights & policy changes

This policy is for UK consumer purchases. Nothing here excludes or restricts rights that cannot lawfully be excluded. Case-by-case discretion applies only to additional goodwill arrangements, not statutory entitlements. We do not reserve an unrestricted right to refuse legitimate returns or refunds.

We may update this policy for future orders. Changes do not retrospectively reduce rights or agreed terms for an existing purchase. If a provision is unenforceable, the remaining provisions apply only so far as they are lawful. Contact us if you disagree with a decision so we can review it.

Optional cancellation message

Send to ELLVAN STUDIOS LTD (trading as Ellvan Cards), 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, or email contact@ellvancards.com.

“I give notice that I cancel my purchase of [items], order [number], ordered on [date] and received on [date]. My name is [name] and my address is [address].” Include the date and, if sending on paper, your signature. You do not have to use this wording.