Cancellations

1. Who we are

Thistle Tavern is a trading name of Thistle Tavern Cards Ltd, registered in Scotland (SC764707), registered office 395 Union Street, Aberdeen, Scotland, AB11 6BX. VAT number GB437534092. Email: contact@thistletavern.com. This policy explains your rights, and also covers order cancellations (including pre-orders and the 14-day online right); it replaces our separate cancellation policy. Nothing in it affects your statutory rights.

1A. How to request a return, cancellation or refund

Online orders: Sign in to your account at thistletavern.com (enter your email address and the six-digit code we email you; no password is needed), open the order and select "Request return". Depending on the order, the button may show as "Return items", "Cancel items" or "Cancel or return". Choose the items and a reason, add a note, and submit. If you can't use your account (for example you checked out as a guest), email contact@thistletavern.com with your order number. In-store purchases: bring the item and your receipt to the store where you bought it (faulty, not-as-described or unfit items only).

2. Faulty, damaged, incorrect or not-as-described items

If an item is faulty, damaged on arrival, not as described (including a single card in a worse condition than the grade stated) or not fit for purpose, you are entitled to a full refund if you tell us within 30 days of delivery. After 30 days, we will repair or replace it; if that is not possible or fails, you may have a price reduction or a refund. Faults appearing within 6 months are presumed to have existed on delivery unless we show otherwise. To report it, use the request process in section 1A and choose the reason that applies. We may ask you for photos. For in-store purchases, bring the item and your receipt to the store. We pay reasonable return postage for faulty or incorrect items and refund your original delivery charge where you reject the goods.

2A. Packaging wear

Minor cosmetic wear to outer packaging (such as shelf wear, small dents, creases, scuffs or corner wear on boxes, wrappers or tins) is normal for retail and shipped product. It does not make an item faulty, provided the product is sealed and its contents are unaffected. This does not apply where the packaging damage affects the contents, or where an item was sold or described by its condition (for example "mint", collector-grade or graded product); in those cases the description applies. Your statutory rights are unaffected.

3. Online orders – 14-day right to cancel

This section applies to orders placed online, including Local Pickup and pre-orders, for delivery in the UK or EU. You can cancel from the moment you order until 14 days after the day you, or someone you nominate, receive the goods (for a multi-item order delivered separately, the last item). To cancel, use the request process in section 1A (or any other clear statement to us, such as an email to contact@thistletavern.com). Please do not post items before making your request. You must return the goods within 14 days of telling us, and you pay the return postage. We recommend a tracked service. We will refund the price and the standard delivery charge (not any extra you paid for faster delivery) within 14 days of receiving the goods back, or of your proof of posting if earlier, using your original payment method. We do not charge a fee. You can also cancel an order before it is dispatched, for a full refund: open the order in your account and select "Cancel items", or email us.

4. Opened or handled items

You may examine goods as you would in a shop. If you handle goods beyond that and their value falls, we will deduct the loss in value from your refund, up to the full price. This includes opening booster packs, boxes or other sealed, mystery or randomised products, and removing single or graded cards from their sleeve, top-loader or slab packaging, or causing wear to them. Opened booster packs and opened randomised products usually lose all of their resale value, so the deduction may be the full price.

5. Items you cannot cancel

The 14-day right does not apply to: personalised or made-to-order items; digital codes or downloadable content once you have asked us to deliver them and acknowledged that you lose the right to cancel; event tickets and entries for a specific date (see section 7); and unused gift cards once any part has been redeemed.

6. Pre-orders and back-orders

You may cancel a pre-order or back-order at any time before dispatch for a full refund, with no fee: open the order in your account and select "Cancel items" (or email us, as in section 1A). After delivery, section 3 applies. If a publisher reduces our allocation and we cannot supply you, we will refund you in full.

6A. Local Pickup

Local Pickup orders are online orders, so section 3 applies, and your 14-day period runs from collection. We will email you when your order is ready and send reminders. If it is not collected within 30 days of our "ready for collection" email, we will cancel it and refund you, less a £5 handling fee. The fee is never more than 50% of the order value and is shown at checkout before you buy.

6B. Refund method and store credit

Refunds are made to your original payment method. We will never insist on store credit where you are entitled to a refund by law. Store credit is covered by the Store Credit section of our Terms of Service.

7. Event Terms

These terms apply to all event tickets and entries: pre-booked special event tickets and entry fees paid on the door for weekly or regular events, whether bought in store or online.

(a) Non-refundable. Tickets and entries are non-refundable and cannot be exchanged. This includes no-shows, arriving after registration has closed, and changes of plans. If you are removed, disqualified or banned for breaching our House Rules & Code of Conduct or the event rules, your entry is forfeited and no refund is given. Online bookings for an event on a specific date are not covered by the 14-day cancellation right (Consumer Contracts Regulations 2013, reg 28(1)(h)).

(b) If we cancel or significantly change an event. If we cancel an event for any reason (including low numbers), or significantly change its date, time or venue and you can no longer attend, we will offer you store credit for your entry fee. If you would prefer a full refund instead, just ask and we will refund you to your original payment method. Store credit is subject to the Store Credit section of our Terms of Service, including its 12-month expiry.

(c) Format and prizes. We may make minor changes to an event's format, structure or prize support (for example because of attendance or publisher rules). These are not significant changes.

(d) Transfers. We may, at our discretion, allow you to transfer a ticket to another player or to another event.

(e) Requests. For online bookings, use the request process in section 1A (your account, or email contact@thistletavern.com). For entries paid in store, speak to a member of staff in store.

8. In-store purchases

We do not accept change-of-mind returns, exchanges or refunds for items bought in store, including singles and sealed product. We only accept returns of items that are faulty, not as described or not fit for purpose, and for those your rights under section 2 apply in full.

9. Lost or damaged deliveries

Goods are our responsibility until they are delivered. If your order does not arrive or arrives damaged, please tell us (ideally within 7 days of the expected delivery date) and we will replace it or refund you. We will deal with Royal Mail. If we deliver to the address you gave us, we are not responsible if that address was wrong.

10. Membership

Annual Memberships are sold in store only and are covered by our Annual Membership Terms at thistletavern.com/pages/membership-terms.