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 delivery of the last item on your order 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 without first requesting a return will not be accepted.
Once your return is authorised, we will confirm the return address 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 tracked or insured service for higher-value orders
- We do not refund the original shipping costs unless we made a mistake with your order or there is a fault with the products
If a return is due to a faulty, damaged, or incorrect item (see section 3), 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, damaged, or incorrect. Email support@thistletavern.com with your order number and, where possible, clear photos of the issue.
Depending on the circumstances, we may offer:
- 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.
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 if we cancel the event, or significantly change it (for example, change of date, time, or venue) and you can no longer attend.
If you can no longer attend, 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 future event.
Nothing in this section affects your statutory rights.
5. Exceptions / non-returnable items
Certain items cannot be returned or refunded, except where faulty, damaged, or misdescribed. These include:
- TCG products that have been opened or unsealed, including opened booster packs, decks, or sealed product where the shrink-wrap or seal is broken
- Singles and graded cards
- Digital products, codes, or online credits once delivered or revealed
- Mystery, blind, or randomised products where contents are revealed by opening
- Custom or personalised items
- Gift cards and store credit
- Sale items marked as non-returnable at the time of purchase
We may also refuse returns where items show clear signs of use, damage, or wear not present at the time of sale, unless required otherwise by law.
If you're unsure whether an item is eligible, contact us at support@thistletavern.com before sending anything back.
6. Exchanges
The fastest way to receive a different item is to return the original item following this policy, then make a separate purchase for the new item. In some cases (for example, faulty or incorrect items), we may offer an exchange or replacement directly.
7. European Union — right of withdrawal
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery of the last item on your order, for any reason and without justification, in line with EU consumer protection laws.
You may also cancel your order before it has been fulfilled — to do so, please submit a cancellation request through your customer account at https://account.thistletavern.com as soon as possible.
To exercise your right of withdrawal after delivery, items must be returned in the same condition you received them: unworn or unused, with tags, with seals intact where applicable, and in their original packaging. You'll also need your receipt or proof of purchase.
How to start a return or cancellation request: Visit https://account.thistletavern.com, go to your Orders, and follow the returns and cancellations process.
Refunds for EU orders: We will refund you within 14 days of receiving your returned items (or proof that you have sent them back, whichever is earlier). Your refund will include the standard delivery cost for your original order — we will not refund any additional charges for premium or express delivery options you selected.
Return shipping: You are responsible for the cost of returning items unless the item is faulty, damaged, or incorrect.
Exemptions: The right of withdrawal does not apply to:
- Sealed goods not suitable for return once opened, including sealed TCG booster packs and other sealed product
- Digital content (such as digital codes or downloadable content) once access or download has begun with your consent
- Certain other categories exempt under applicable EU law
Nothing in this section limits or replaces any rights you have under applicable EU consumer 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 (EU orders: within 14 calendar days of receiving your return or proof of postage)
- Please allow additional time for your bank or card provider to post the refund
If more than 15 business days have passed since we confirmed your refund approval 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 unsure 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.