Politique de remboursement
Refunds & Returns Policy – Thistle Tavern
This policy explains how returns, refunds, and exchanges work for purchases from Thistle Tavern (including trading card game products, board games, accessories, and event tickets).
This policy applies in addition to your legal rights under UK consumer law and does not affect those rights.
1. Change‑of‑mind returns (physical products)
We have a 14‑day change‑of‑mind return policy for eligible physical products. This means you have 14 days from the date you receive your item to request a return.
To be eligible for a change‑of‑mind return:
- Your item must be in the same condition that you received it.
- It must be unopened, unworn or unused, with any seals intact, with tags, and in its original packaging.
- You’ll also need the receipt or proof of purchase.
To start a return, contact us at support@thistletavern.com. Please do not send items back before contacting us, as items sent to us without first requesting a return will not be accepted.
Once your return is authorised, you must send it to the address shown on the postage label used for your order (we will confirm this in our return instructions).
2. Return shipping & original postage
For change‑of‑mind returns (where the product is not faulty and we have not made an error):
- Customers are responsible for arranging and paying for their own return postage.
- We recommend using a shipping method appropriate to the value of the items being returned (for example, a tracked or insured service for higher‑value orders).
- We do not refund the original shipping costs unless:
- We have made a mistake with your order (for example, sending the wrong item), or
- There is a fault or issue with the products themselves.
If a return is due to a faulty, damaged, or incorrect item (see section 3 below), we will cover or reimburse reasonable return postage costs in line with your statutory rights.
3. Damages, faults, and incorrect items
Please inspect your order upon receipt and contact us as soon as possible if:
- The item is defective or damaged, or
- You received the wrong item.
In these cases, email us at support@thistletavern.com with your order number and, where possible, clear photos of the issue so we can evaluate the problem and put things right. Depending on the circumstances, we may offer one or more of the following:
- A replacement of the same item (subject to availability)
- An exchange for another item of similar value
- A refund to your original payment method
Where an item is confirmed as faulty, damaged on arrival, or incorrect, we will normally:
- Cover or reimburse reasonable return postage costs, and
- Refund the original shipping charge, where required by law.
This section applies regardless of our change‑of‑mind returns policy and is intended to sit alongside your statutory rights.
4. Event tickets (non‑refundable)
Event tickets are generally non‑refundable and cannot be returned or exchanged, including for trading card tournaments, prerelease events, game nights, and other in‑store or online events.
We will only offer a refund or alternative (such as transfer to another date or store credit) if:
- We cancel the event, or
- We significantly change the event (for example, change of date, time, or venue) and you can no longer attend.
If you can no longer attend an event you have booked, please contact us at support@thistletavern.com as early as possible. While we are not obliged to offer a refund, we may, at our discretion, consider options such as transferring your ticket to another player or to a future event if feasible.
Nothing in this section affects your statutory rights.
5. Exceptions / non‑returnable items
Certain items cannot be returned or refunded, except where they are faulty, damaged, or misdescribed. These include (but are not limited to):
- Trading card game (TCG) products that have been opened, unsealed, or where the packaging has been damaged, such as opened booster packs, decks, or sealed product where the shrink‑wrap or seal is broken.
- Singles and graded cards, due to the ease of handling, copying, and potential condition changes once received.
- Digital products, codes, or online credits, such as digital redemption codes or downloadable content, once they have been delivered or revealed.
- Mystery, blind, or randomised products where the contents are revealed by opening (for example, mystery boxes or blind packs).
- Custom or personalised items, including special‑order or made‑to‑order products.
- Gift cards and store credit.
- Sale items that were marked as non‑returnable at the time of purchase.
We may also refuse returns where items show clear signs of use, damage, or wear that were not present at the time of sale, unless required otherwise by law.
If you’re unsure whether a particular item is eligible for return, please contact us at support@thistletavern.com before sending anything back.
6. Exchanges
The fastest way to receive a different item is usually to:
- Return the item you have (following the steps in this policy), and
- Once the return is accepted, make a separate purchase for the new item you want.
In some cases (for example, faulty or incorrect items), we may offer an exchange or replacement directly, rather than asking you to place a new order.
7. European Union 14‑day cooling‑off period
If your order is being shipped to the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without justification, in line with applicable consumer protection laws.
As above, items must be in the same condition that you received them: unworn or unused, with tags, with seals intact where applicable, and in their original packaging. You’ll also need the receipt or proof of purchase.
This EU cooling‑off period does not normally apply to:
- Digital content once access or download has begun with your consent, or
- Certain other exempt items under local law.
8. Refund process
Once we’ve received and inspected your return, we will let you know whether your refund has been approved or declined.
If approved:
- We will process a refund to your original payment method.
- We aim to process approved refunds within 10 business days.
- Please remember it can take additional time for your bank or card provider to process and post the refund to your account.
If more than 15 business days have passed since we confirmed your refund was approved and you have not received it, please contact us at support@thistletavern.com.
9. Questions
If you have any questions about this policy, or you’re not sure whether your item is eligible for return or refund, please contact us at support@thistletavern.com before sending anything back.
This policy is intended as a clear summary of how we handle returns and refunds. It does not limit or replace any rights you may have under applicable consumer law.