Refund policy

Last updated: 5 September 2026

If something is not right we will put it right. This page explains what you can return, how, and when you will get your money back. It applies to orders placed on portaltcg.co.uk; orders placed on TikTok Shop or eBay follow that platform's returns process, and section 8 explains how.

1. Changed your mind? You have 14 days

As a UK consumer you can cancel most orders for any reason within 14 days of the day you receive them, under the Consumer Contracts Regulations 2013. To do that:

  1. Email support@portaltcg.co.uk within 14 days of delivery with your order number and what you want to return. You can cancel before the goods arrive too.
  2. Send the item back to us within 14 days of telling us, using a tracked service. Return postage for a change of mind is paid by you, and the item is your responsibility until it reaches us, so keep your proof of posting.
  3. Items must be unused and in the condition you received them: sealed product still sealed, binders unused with no cards having been stored in them, checklists and placeholder cards unmarked, everything in its original packaging. If an item comes back with signs of use beyond what you would do in a shop to look at it, we can reduce the refund to reflect the lost value.

Once the item is back with us we refund the price you paid and the basic delivery charge for the order (if you cancel the whole order) to your original payment method within 14 days, usually within 5 working days. If you chose a faster delivery than our cheapest option, the difference is not refunded.

2. Items that cannot be returned for a change of mind

  • Personalised items: custom binders and anything else made to your own artwork, name, photo or text, once we have started making it.
  • Opened sealed product: booster packs, boxes, tins and collection boxes once the seal has been broken.
  • Live openings, rip and ships and mystery products: once the product has been opened on stream or the mystery item has been dispatched. You bought the opening as well as the product, and the cards you receive are the cards that were pulled.
  • Gift cards.

Set binders, master set checklists and placeholder cards for a named set are printed to order but are standard designs, so they can be returned within 14 days as long as they are unused and in their original packaging.

3. Pre-orders

You can cancel a pre-order at any time before we dispatch it for a full refund; just email us. Once a pre-order has been delivered, the normal 14 day rules above apply. If we have to cancel a pre-order, or part of one, because our allocation was cut or the product was cancelled, we refund the cancelled part in full within 14 days.

4. Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality and fit for purpose.

  • Within 30 days of delivery you can reject a faulty, damaged or incorrect item for a full refund, including any delivery charge you paid.
  • Up to six months after delivery we will repair or replace a faulty item, and refund you if we cannot.
  • Damaged in the post: please send photographs of the parcel and the damage within 48 hours of delivery and keep the packaging. We replace or refund straight away and claim from the carrier ourselves.
  • Printing faults on binders, checklists or placeholder cards (misprints, marks, misaligned pages) are replaced free of charge; we may ask for a photo rather than the item back.
  • For faulty, damaged or wrong items we pay the return postage. We will email you a prepaid label or refund the postage you paid, whichever is easier.

Sealed product is sold as factory-random. The contents of a pack, the rarity of the cards in it and the condition of cards inside a factory-sealed pack are decided by the manufacturer and are not faults we can accept returns for. If a sealed product itself is damaged, section 4 applies.

5. How to return something

  1. Email support@portaltcg.co.uk with your order number, the item and the reason. Please do not post anything before we have replied; unannounced returns take longer to match to an order.
  2. We confirm the return, the address to use and, for faulty items, the label or postage refund.
  3. Pack the item securely (sealed product in a box, not a bag) and send it tracked. Keep the proof of posting until the refund lands.
  4. We check the item when it arrives and email you the outcome.

Returns address: Portal TCG (PokePortal Ltd), The Apex, Derriford Business Park, Brest Road, Plymouth, PL6 5FL.

6. Refunds

Refunds go back to the payment method you used, within 14 days of the item reaching us or of you showing us proof of posting, whichever is sooner. We usually do it within 5 working days. Your bank or PayPal can take a few more days to show it. If a refund has not appeared 10 working days after our confirmation email, contact us and we will chase it.

7. Exchanges

We do not run a separate exchange process. Return the item under the rules above and place a new order for what you want; if stock is tight, tell us and we will hold the replacement for you.

8. Orders placed on TikTok Shop or eBay

Start the return through the TikTok Shop or eBay order page so the platform's buyer protection covers you and the refund is processed through the platform. The same rules on what can and cannot be returned apply, and your statutory rights are unchanged. If you get stuck, email us with the platform order number and we will help.

9. Your statutory rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Citizens Advice can explain those rights free of charge.

Contact

Portal TCG is a trading name of PokePortal Ltd.
The Apex, Derriford Business Park, Brest Road, Plymouth, PL6 5FL
Email: support@portaltcg.co.uk
Phone: 01752 936359 (Monday to Friday)