Terms of service

Last updated: 5 September 2026

These terms apply to every order placed on portaltcg.co.uk and to your use of the website. Please read them before you buy. By placing an order you agree to them. They do not take away any rights you have as a consumer under UK law, and where these terms and the law differ, the law wins.

1. Who we are

Portal TCG is a trading name of PokePortal Ltd, registered in England and Wales under company number 15910981, VAT number GB498168138, registered office The Apex, Derriford Business Park, Brest Road, Plymouth, PL6 5FL. You can reach us at support@portaltcg.co.uk or on 01752 936359, Monday to Friday.

We are an independent retailer and maker. We sell sealed trading card products and we design and print our own collecting accessories: printed binders, master set checklists and placeholder cards. We are not affiliated with, endorsed by or licensed by The Pokemon Company, Nintendo, Creatures Inc., GAME FREAK or any other trading card game publisher. Set and character names appear on this site to describe sealed product and to say which set an accessory is made for.

2. Orders and when a contract is formed

When you place an order you are offering to buy the items in your basket at the prices shown. We send an acknowledgement email straight away, and a contract for each item is formed when we send you the dispatch email for that item. Until then we can decline an order, for example if an item is out of stock, a price or description was wrong, we cannot verify the payment, the order looks fraudulent, or the quantity is above the limit we have set for a product. If we decline an order we have already charged, we refund it in full straight away.

Please check your order and delivery address carefully before paying. If you spot a mistake, email us as soon as possible; we can usually change an order before it is packed but not after it has been dispatched.

3. Prices, VAT and payment

All prices are in pounds sterling and include VAT at the current rate. Delivery is charged on top and shown before you pay; see our Shipping policy for the rates.
We can change prices at any time, but a change never affects an order we have already accepted.
If a price on the site is obviously wrong, we will contact you before dispatch to confirm the correct price or cancel the order with a full refund.
Payment is taken in full when you place the order, including for pre-orders. We accept major debit and credit cards through Shopify Payments, Shop Pay, Apple Pay, Google Pay and PayPal. We do not offer buy now pay later.
Card details are handled by our payment providers and are never stored by us.

4. Pre-orders

A pre-order is a purchase of an item that has not yet been released. We charge for it in full when you order and dispatch it on or as soon after the release day as our stock arrives.
Release dates are set by the publisher and can move. If a date moves we will tell you by email. A delay does not on its own entitle you to compensation, but you can cancel any pre-order for a full refund at any time before we dispatch it.
Publishers and distributors sometimes cut allocations after pre-orders open. We reserve the right to cancel all or part of any pre-order at any time before dispatch, for any reason, and if we do we refund the cancelled part in full within 14 days. We will always tell you why.
Pre-order prices are the prices on the day you order. If our cost rises before release we absorb it; we do not ask you for more.

5. Made to order, custom and personalised items

Our printed binders, master set checklists and placeholder cards are printed to order after you buy them, usually within 3 to 5 working days, in Plymouth.
Set binders, checklists and placeholder cards for a named set are standard designs printed on demand. You have the normal 14 day right to cancel described in section 9, provided the item is unused and in its original packaging.
Custom items made to your own specification, such as a binder with your own artwork, name, photograph or text, are personalised. Once we have started making a personalised item you cannot cancel it for a change of mind, because it cannot be sold to anyone else. This is the exception the Consumer Contracts Regulations 2013 allow for personalised goods. Faulty or damaged personalised items are still replaced or refunded under section 10.
You must own or have permission to use any artwork you send us. We will not print official card art, other people's artwork or anything unlawful, and we can refuse a design without giving a reason. We may show your finished custom binder on our social channels unless you ask us not to when you order.
Colours on screen and in print can differ slightly. Small variations in colour or placement are not faults.

6. Sealed product

Sealed booster packs, boxes and tins are sold as sealed, factory-random products. We do not open, weigh, map, resell or reseal packs, and we cannot promise or predict what any pack contains.
Once a sealed product has been opened it cannot be returned for a change of mind. Faulty or damaged sealed product is covered by section 10.
Japanese, Korean and Chinese products are genuine imports in their original language. Card text is not in English.
Quantity limits on new releases are there so as many collectors as possible get stock. We may cancel orders that exceed them.

7. Live openings, rip and ships and mystery products

A live opening or rip and ship is a service: you buy sealed product from us and we open it for you on a live stream, then post you what was pulled, sleeved and protected. The product is opened at your request, so it cannot be returned for a change of mind once opened. The cards you receive are the cards that were pulled, whatever their value.
Mystery products and prize pulls contain items chosen at random from a published list. The odds or prize list shown on the product page at the time you buy are the ones that apply.
Live openings, rip and ships and mystery products are for adults only. You must be 18 or over to buy them.
Streams are recorded. By taking part you agree that your username and your pulls may appear in the stream, its recording and clips from it.

8. Placeholder cards

Our placeholder cards are printed markers that hold a space in a binder for a card you do not own yet. They are clearly marked as placeholders, are not trading cards, are not made or licensed by any card game publisher, and must not be played, traded, graded or sold as genuine cards. Please do not remove the placeholder marking.

9. Cancelling an order and returning goods

If you are a consumer you can cancel most orders for any reason within 14 days of the day you receive the goods, under the Consumer Contracts Regulations 2013. The full rules, the exceptions (personalised items, opened sealed product, opened live openings and mystery products) and how to send something back are in our Refund policy, which forms part of these terms.

10. 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. If something is not, you can reject it for a full refund within 30 days of delivery, and for up to six months after that we will repair or replace it or, if we cannot, refund you. We pay the return postage for faulty, damaged or wrong items. Please tell us within 48 hours if a parcel arrives damaged and keep the packaging, so we can claim from the carrier. Nothing in these terms limits those rights.

11. Delivery

Delivery options, prices and times are set out in our Shipping policy. We deliver to UK addresses. The goods are your responsibility from the moment they are delivered to the address you gave us, and they belong to you once we have received payment in full. If nobody is in and the parcel is returned to us, we will contact you to arrange redelivery; a second delivery may be charged.

12. Product information

We take care to describe products accurately, but images are for illustration, packaging can change between print runs, and card lists and set details on our guide pages come from public databases and our own research and may contain errors. If a product you receive is not what we described, section 10 applies.

13. Promotions, discount codes and reviews

Discount codes have the conditions shown when they are issued, cannot usually be combined, and can be withdrawn at any time. Codes cannot be applied after an order is placed.
If you leave a review you give us permission to show it on our site and social channels. Reviews must be honest and about a product or service you bought from us. We do not pay for reviews and we do not edit them, but we may remove reviews that are abusive or unrelated to the purchase.

14. Our liability to you

We are responsible for losses you suffer that are a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for losses that were not foreseeable, for business losses, or for losses caused by events outside our reasonable control such as carrier strikes, publisher delays or extreme weather, though we will do what we reasonably can to reduce their effect. Our liability for any order is limited to the amount you paid for it, except that nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for breach of your statutory rights, or for anything else the law does not allow us to exclude.

Card values quoted anywhere on this site or in our content are our understanding on the date shown. They move constantly and we are not responsible for decisions you make based on them.

15. Business customers

If you buy from us as a business, including through our wholesale line, the consumer cancellation rights in sections 9 and 10 do not apply and our wholesale terms, sent with your quote, apply instead.

16. Orders placed on TikTok Shop, eBay or other marketplaces

When you buy from us on TikTok Shop, eBay or another marketplace, that platform's terms, payment protection and returns process apply alongside these terms. Where they differ, the platform's rules govern the process and these terms govern the goods.

17. Website use and intellectual property

Everything on this website, including our binder designs, checklist layouts, photography, text and logos, belongs to PokePortal Ltd or its licensors. You may not copy or reuse it without our written consent. You must not use the site in any way that damages it or breaks the law. Third party trademarks remain the property of their owners; see our Legal notice.

18. Complaints and disputes

If something has gone wrong, email support@portaltcg.co.uk with your order number and we will do our best to sort it out quickly. If you are not happy with our answer you can contact Citizens Advice for free, independent advice on your consumer rights, and you may take a dispute to the courts of England and Wales. If you paid by card and we cannot resolve a problem, your card provider may also be able to help.

19. General

We may update these terms from time to time; the version on the site when you order is the one that applies to that order.
If any part of these terms is found to be unenforceable, the rest still applies.
These terms are between you and PokePortal Ltd; nobody else can enforce them.
These terms are governed by the law of England and Wales, and disputes are dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings there.