Refund policy

Last updated: 28 September 2026

Winston likes things to be simple, and so do we. This page explains, in plain words, what happens if you change your mind, if something arrives damaged, or if we send you the wrong thing. It works alongside our Terms of Sale, which have the full legal wording. If the two ever seem to disagree, your legal rights always win, and we will honour them.

The short version

You have 14 days from the day you receive your order to tell us you want to return it. No reason needed.
Sealed and unopened comes back for a full refund. Opened product can still be returned, but we may deduct for the loss in value.
Change of mind: you pay the return postage. Faulty, damaged or wrong item: we pay.
In every case we refund or replace once the item is back with us and checked, never before. This protects honest customers as much as us.
Refunds go back to your original payment method within 14 days of us getting the goods back.
Pre-orders can be cancelled at any time before they ship, for a full refund.
Something arrived damaged or not as described? Tell us within 30 days for a full refund or a replacement.

Changed your mind?

As a consumer buying online you have a legal right to cancel any order within 14 days of receiving it. This applies to everything we sell on the site, including sealed boxes, tins, accessories and collectibles.

The 14 days start the day after your parcel is delivered. If your order arrives in more than one parcel, they start after the last one arrives. You can also cancel before your order has been delivered.

How to return something

Tell us. Email winstonsemporium@outlook.com with your order number and say which items you are returning. A short "I want to cancel my order" is enough. You do not need to use the formal cancellation form in the Terms of Sale, but you can if you like.
Pack it well. Put the product back in its packaging, protect it (bubble wrap and a sturdy box are ideal) and include a note with your order number.
Post it within 14 days of telling us, to: Hen Ysgubor, Coed Pryfydey, Llanbrynmair, Powys, Wales, SY19 7DN. Use a tracked service and keep your proof of posting. The goods are your responsibility until they reach us.
We refund you within 14 days of receiving the goods, or of you sending us proof of posting, whichever is sooner.

Who pays postage

You changed your mind: you pay the cost of sending the goods back. We refund what you paid for the goods and our standard delivery charge, but not the return postage.
Faulty, damaged in transit, not as described, or wrong item: we pay. We will send you a prepaid label or arrange collection.

If you chose a faster delivery option than our cheapest standard one, we refund the standard delivery cost, not the upgrade.

Opened product and deductions

Here is the honest bit. You are allowed to check the goods the way you would in a shop: look at the box, read the label, check for damage. If you go further, the product is worth less when it comes back to us, and the law allows us to deduct for that loss in value. We never refuse a return because a product has been opened. We do deduct where opening it has reduced its value.

How we work out the deduction:

Condition when it reaches us	What happens
Factory sealed, undamaged, as we sent it	Full refund
Shrink-wrap or factory seal removed, box and all packs intact	Deduction of the drop in resale value, which for an opened box or opened packs can be most of the price to reflect the lower resale value of an unsealed box
Box opened and some or all packs opened or missing	Deduction reflecting the value of what is missing or opened. Opened packs have almost no resale value, so the deduction can be up to the full price
Accessories and collectibles used or with packaging damaged	Deduction reflecting the reduced value, worked out case by case

The deduction is never more than the price you paid. We always tell you the amount, and how we worked it out, before we process your refund.

A tip from Winston: if you think you might return a box, keep it sealed. Opening packs and not liking the cards inside is not a fault, and once packs are open there is very little we can refund.

Refund timing

Refunds are made to the payment method you used to pay.
We refund within 14 days of receiving the goods back, or within 14 days of you sending us proof of posting, whichever comes first.
If you cancel before we have dispatched your order, we refund within 14 days of your message, usually much faster.
Your bank or card provider may take a few more days to show the money in your account.

Pre-orders

A product whose title starts with "PRE-ORDER:" has not arrived with us yet. You can cancel a pre-order at any time before it is dispatched and get a full refund, for any reason. If the estimated dispatch date slips, we email you and offer the refund again. Once a pre-order has been delivered, the normal 14-day rule applies.

Faulty or damaged on arrival

Under the Consumer Rights Act 2015, what we sell must match its description and be of satisfactory quality. If a product arrives with its seal broken, its box crushed or torn, or otherwise not as described:

Tell us as soon as you can, ideally within a few days, and always within 30 days of delivery. Email winstonsemporium@outlook.com with your order number and a couple of photos of the product and the packaging.
Within 30 days of delivery you can choose a full refund or a replacement (subject to stock).
After 30 days and up to six months, we replace the product, and refund you if we cannot.
We pay for the return.

Please keep the packaging until we have sorted things out, as carriers sometimes ask to see it.

What is not a fault: the cards inside a sealed pack or box. We cannot see inside sealed product any more than you can, and we make no promise about what you will pull.

Wrong item

If we sent you something you did not order, sorry, that is on us. Tell us and we will pay to get it back and send the right item, or refund you if you would rather. Please do not open a wrong item if you want a replacement, as we can only resell it sealed.

Card requests and wholesale

Cards sourced through our Card Request service have their own rules, in the Card Request Terms. In short: full refund if the card cannot be sourced or arrives damaged, and your 14-day cancellation right still applies.
Wholesale orders are business-to-business. Returns are limited to damaged or wrong goods reported within 48 hours. See the Wholesale Terms.