Refund policy

Nex Collectibles

At Nex Collectibles, we take authenticity, product condition and customer satisfaction seriously. This policy explains our returns and refunds process and applies alongside your statutory consumer rights under applicable law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Nothing in this policy is intended to exclude, restrict or limit any statutory rights that cannot legally be excluded or restricted.

1. Change-of-Mind Returns

For eligible online purchases, UK consumers generally have a statutory right to cancel a distance contract within 14 days of receiving the goods, subject to applicable legal exceptions.

To exercise this right, please contact us within that 14-day period to tell us you wish to cancel. You must then return the goods to us without undue delay and in any event within 14 days of telling us you are cancelling.

If you exercise a change-of-mind cancellation, you are responsible for the cost of returning the goods to Nex Collectibles.

International customers are also responsible for return postage and any applicable costs associated with returning change-of-mind items.

Goods must be returned in the condition in which they were received, allowing only for handling reasonably necessary to establish their nature, characteristics and functioning.

Because TCG products are collectible and sealed condition can materially affect their value, the following applies to change-of-mind returns:

Sealed products should remain sealed and untampered with.
Booster boxes, booster packs, ETBs, collection boxes and similar sealed products should not be opened.
Factory seals, shrink wrap, security seals and packaging should not be removed, altered or deliberately damaged.
Cards must not be played with, altered, damaged or otherwise used.
Products must not be searched, weighed, mapped or otherwise manipulated.
Products must not be resealed or substituted.
The exact product supplied must be returned.

If goods have been handled beyond what is reasonably necessary to inspect them, we may make an appropriate deduction from the refund to reflect any resulting reduction in value, where permitted by law.

2. Opened TCG Products – Change of Mind

TCG products are often sold in sealed condition because opening them can significantly affect their collectible and resale value.

If you change your mind after opening a sealed product, including a booster box, booster pack, ETB or collection box, the product may have suffered a reduction in value.

Opening sealed booster packs or substantially opening a sealed TCG product will generally go beyond what is reasonably necessary to inspect the goods.

Where permitted by applicable law, Nex Collectibles may therefore make a deduction from a change-of-mind refund to reflect the diminished value caused by handling beyond what is reasonably necessary.

Where a product has been consumed, opened, searched, altered, tampered with, resealed, substituted or materially damaged, we may refuse or reduce a change-of-mind refund where legally permitted.

3. Faulty, Damaged, Defective or Incorrect Products – Contact Us Before Opening

If you believe that a product has arrived faulty, damaged, defective, incorrect or otherwise not as described, please contact Nex Collectibles before opening, using or consuming the product or any of its contents.

This is particularly important for sealed TCG products, including booster boxes, booster packs, ETBs, collection boxes and other sealed products.

Please Do Not Open the Product

If a sealed product appears damaged, defective or incorrect, please do not open the product or any booster packs contained within it before contacting us.

This allows us to properly assess the condition of the product as received and helps protect both the customer and Nex Collectibles in the event of a return or product investigation.

Before opening the product, please:

Photograph the external shipping packaging from all sides.
Photograph the internal packaging and protective materials.
Photograph the product from all sides.
Photograph any visible damage or defect.
Photograph the factory seals, shrink wrap and other packaging.
Retain all original packaging and materials.
Contact Nex Collectibles with the relevant photographs and order details.

If you have received an incorrect product, please do not open it before contacting us. We will verify the order and dispatch records and provide instructions for resolving the issue.

If the Product Has Already Been Opened

If a customer opens or consumes part or all of a sealed product before contacting Nex Collectibles, this does not automatically remove any statutory consumer rights they may have.

However, opening, consuming or altering the product may make it more difficult to establish the condition of the goods when received and may be taken into account when assessing the circumstances of the claim and the appropriate remedy.

Customers should therefore contact Nex Collectibles before opening any product they believe may be faulty, damaged, defective, incorrect or not as described.

Evidence and Investigation

Nex Collectibles may request reasonable evidence to assess the reported issue.

This may include:

Photographs or video of the external shipping packaging.
Photographs or video of internal packaging.
Photographs of the product and its seals.
Photographs of the alleged damage or defect.
Photographs of the contents if the product has already been opened.
Shipping labels and delivery information.
Details of when and how the issue was discovered.

Where available, we may compare the customer’s evidence with photographs, videos, identifying marks, packaging details or other records taken before dispatch.

An apparently undamaged outer shipping package does not automatically establish that the product inside was undamaged. Damage may occur to the product inside without obvious damage to the external packaging.

Likewise, a photograph showing a damaged product does not, by itself, establish when or how the damage occurred.

For incorrect-product claims, we may compare the product received against the customer’s order details and our dispatch records.

Resolution of Genuine Issues

If the product is established to be faulty, damaged, defective, incorrect or not as described, Nex Collectibles will provide the remedy required by applicable consumer law.

Depending on the circumstances, this may include a refund, replacement, repair, price reduction or another appropriate remedy.

Where a product is returned for inspection, it may be inspected for damage, tampering, substitution, resealing or other alteration.

Where the available evidence indicates that damage occurred after delivery as a result of customer handling, misuse or alteration, this may affect the remedies available.

Nothing in this section is intended to exclude or restrict any statutory consumer rights that cannot legally be excluded or restricted.

4. Evidence and Investigation of Returns

Because many TCG products are collectible and can have significant value, Nex Collectibles may reasonably investigate return, damage and fault claims before determining the appropriate remedy.

Customers may be asked to provide additional photographs, video or information where reasonably necessary to assess a claim.

Where appropriate, Nex Collectibles may request that the product be returned for inspection.

We may compare returned goods with photographs, videos, identifying marks, packaging details or other records made before dispatch.

Where the available evidence indicates that damage was caused after delivery by the customer, or where there is reasonable evidence of tampering, substitution or fraudulent conduct, the claim may be refused or the refund may be reduced where permitted by applicable law.

Nothing in this section removes or restricts statutory consumer rights.

5. Tampering, Resealing and Product Substitution

Due to the collectible nature and value of TCG products, returned goods may be inspected carefully.

We may investigate returns where we reasonably suspect:

Factory seals or shrink wrap have been manipulated.
Packaging has been opened and resealed.
Booster packs or products have been searched.
Products have been weighed or mapped.
Contents have been removed or replaced.
Cards or other products have been substituted.
Packaging has been deliberately altered.
A different product has been returned.
The product has been materially damaged or altered after delivery.

If tampering, substitution or deliberate alteration is established, Nex Collectibles may refuse a change-of-mind refund where permitted by applicable law.

This does not affect any statutory rights relating to a genuine fault, defect or other legal entitlement.

6. Counterfeit Products

Nex Collectibles sells genuine products and does not accept counterfeit goods as legitimate returns.

If a returned item is reasonably determined to be counterfeit, substituted, resealed, altered or materially different from the item supplied, we may refuse a change-of-mind refund where permitted by applicable law.

We may retain photographs, videos, packaging, identifying marks, serial numbers and other evidence where necessary to investigate suspected counterfeit or fraudulent returns.

Where a customer claims that a product supplied by Nex Collectibles is counterfeit, we will investigate the claim and assess the matter fairly.

Nothing in this section limits statutory rights where a genuine product supplied by us fails to conform to the contract.

7. Sealed Booster Packs

Individual sealed booster packs are collectible products.

For change-of-mind returns, booster packs should remain unopened and in the condition in which they were received.

Once a booster pack has been opened, its contents have been consumed and the sealed product can no longer be returned in its original condition.

Where permitted by law, an opened booster pack will therefore not qualify for a full change-of-mind refund and may be subject to a deduction reflecting the resulting loss in value.

This does not remove statutory rights relating to a genuine fault, defect or product that was not as described.

8. TCG Singles

For change-of-mind returns, cards must be returned in the same condition in which they were supplied.

Cards must not have been:

Played with.
Marked or altered.
Bent or creased.
Scratched.
Damaged by moisture.
Removed from protective packaging where doing so causes damage or deterioration.
Replaced with another card.

Any card returned in a materially different condition may be subject to a deduction or refusal of a change-of-mind refund where permitted by law.

9. Acrylic Cases and Accessories

Nex Collectibles also sells its own branded premium acrylic protection products.

For change-of-mind returns, acrylic cases and accessories should be returned unused and in the condition received, with all original packaging and components.

Products that have been scratched, cracked, damaged, assembled, modified or otherwise materially altered after delivery may be subject to a deduction from any change-of-mind refund where permitted by law.

If an acrylic case arrives damaged or has a genuine manufacturing defect, please contact us with photographs so that we can assess the issue and provide the appropriate remedy.

10. Return Condition

Customers are responsible for taking reasonable care of goods while they are in their possession.

Where a return is required, goods should be securely packaged to prevent damage during transit.

If goods are returned damaged, incomplete or in a condition that reflects handling beyond what is reasonably necessary to inspect them, Nex Collectibles may make an appropriate deduction from a change-of-mind refund where permitted by law.

11. Delivery Costs and Return Postage

Returning the Goods to Us

Change of mind:
The customer is responsible for the cost of returning the goods.

International change-of-mind returns:
The international customer is responsible for return shipping and any associated costs.

Faulty, damaged, defective or incorrect items:
Where Nex Collectibles is responsible for the issue, we will cover reasonable return costs where required by applicable law.

Refunding the Original Delivery Charge

Where you cancel under your statutory right to cancel, we will refund the price paid for the goods together with the cost of standard delivery.

Where you selected a delivery service more expensive than our lowest-priced standard delivery option, we will refund the cost of that lowest-priced option rather than the enhanced service, as permitted by applicable law.

Where you received free delivery, no delivery charge was paid and none is refunded.

Partial Returns and the Free Delivery Threshold

Where you cancel or return part of an order and the value of the goods you keep falls below the £200 free delivery threshold, we may deduct from your refund the standard delivery charge that would otherwise have applied to the reduced order. This is currently £4.00, the price of our lowest-priced standard UK delivery service.

No deduction is made where the value of the goods you keep still meets the free delivery threshold. For example, an order reduced from £500 to £250 continues to qualify for free delivery, and no delivery charge is deducted.

No deduction is made where the goods are returned because they are faulty, damaged, defective, incorrect or not as described.

12. International Customers

International customers may have consumer rights under the laws applicable to their purchase.

For change-of-mind returns, international customers are responsible for return postage and associated return costs.

Customs duties, import taxes and handling charges are levied by the destination country and are not paid to Nex Collectibles. Where an order is cancelled or returned, we are unable to refund these charges. You may be able to reclaim them from the relevant authority in your country.

Where goods are returned to us from outside the United Kingdom, please mark the parcel clearly as returned goods so that it is not treated as a new import.

If an international change-of-mind return is received and is counterfeit, tampered with, resealed, substituted, materially altered or not returned in the condition required for a change-of-mind return, Nex Collectibles may refuse or reduce the refund where permitted by applicable law.

Nothing in this policy is intended to remove or restrict mandatory consumer rights applicable to an international customer.

13. Refund Processing

Once a returned item has been received, Nex Collectibles will inspect the goods and assess the appropriate refund or remedy.

Where applicable, we may wait until the goods have been returned or the customer has provided evidence that the goods have been sent back before processing the refund.

Where you have cancelled under your statutory right to cancel, your refund will be issued within 14 days of the day we receive the goods back, or of the day you provide evidence that the goods have been sent back, whichever is earlier.

Evidence that the goods have been sent back may include a tracked postage receipt issued at a Post Office, parcel shop or other drop-off point, showing the tracking number and date of despatch.

Refunds are made using the same payment method used for the original transaction, unless otherwise agreed.

Refunds for eligible cancellations will be processed in accordance with applicable legal requirements.

Where permitted by law, a deduction may be made where the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

14. Our Dispatch Records

For higher-value and collectible products, Nex Collectibles may photograph or record products and their packaging before dispatch.

These records may show the condition of the product, factory seals, identifying marks, packaging and the process of preparing the order for shipment.

Where a customer subsequently reports damage, tampering, substitution or another issue, these records may be considered alongside the customer’s evidence and any available shipping or delivery information.

Such records are used to assist with the fair investigation of claims and do not replace or restrict any statutory consumer rights.

15. Contacting Us

If you believe your order is faulty, damaged, defective, incorrect or not as described, please contact Nex Collectibles before returning the item.

For sealed TCG products, please do not open or consume the contents before contacting us.

Please provide your order details and, where possible, photographs or video showing the issue and the condition of the packaging.

We will assess each case fairly and in accordance with applicable consumer law.