Refund policy

To start a return, you can contact us at assistance@thetrainerlounge.co.uk. Please note that returns will need to be sent to the address that will be provided to you after requesting a refund. Any opened product will not be viable for a return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at assistance@thetrainerlounge.co.uk.


1. Pre-Orders & Order Cancellations

  • Cancellation Before Dispatch: You have the legal right to cancel your pre-order or in-stock order at any time prior to shipment for a full refund.
  • Extended Lead Times: By placing a pre-order, you explicitly agree to an estimated delivery timeframe that exceeds the standard 30-day fulfillment window under the UK Consumer Contracts Regulations. Estimated release/shipping dates are clearly displayed on product pages.

2. 14-Day Change-of-Mind Returns (Delivered Items)

Under UK Distance Selling regulations, you have 14 calendar days from the date of physical delivery to notify us that you wish to return an item for a refund, and a further 14 days to post it back.

 

To qualify for a change-of-mind return:

  • Items must be returned completely unopened, unused, and in their original factory condition.
  • All original shrink-wrap, security seals, and protective packaging must be 100% intact and untampered with.

 

  • You are responsible for the cost of return postage. We strongly recommend using a tracked, insured shipping service, as we cannot issue refunds for items lost or damaged in transit back to us.

 

3. Opened & Unsealed Collectibles (Diminution of Value)

Due to the randomized and collectible nature of Trading Card Game products:

  • Strictly Non-Refundable Once Opened: Once factory shrink-wrap, tear-strips, or security seals have been broken or tampered with, the product cannot be returned.

 

  • Breaking a factory seal fundamentally alters the product and causes a 100% loss in its commercial value. Under UK law, where returned goods show evidence of handling beyond what is necessary to establish their nature (i.e., opening sealed card packs or boxes), we reserve the right to reduce your refund by up to 100% of the item's value.

 

4. Damaged, Faulty, or Incorrect Goods

If your item arrives damaged in transit or is not what you ordered, you are protected under the Consumer Rights Act 2015. Please contact us within 48 hours of delivery with photos of the outer packaging and damaged product. We will arrange a prepaid return label and issue a full refund or replacement.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at assistance@thetrainerlounge.co.uk.