Refund policy

Last updated: 15 October 2026

At Whisker & Wildcard, we want you to be happy with your purchase. If something isn't quite right, get in touch at ollie@whiskerandwildcard.com and we'll do our best to put things right.

This policy applies to purchases made through our online store and does not affect your statutory rights under UK consumer law.

1. Changing your mind

When purchasing goods online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

If your order arrives in separate deliveries, the cancellation period normally runs from the day you receive the final item.

To cancel, simply notify us by email or letter before the cancellation period expires. You can also use the optional cancellation form at the bottom of this policy.

Once you've notified us, you normally have a further 14 days to return the goods.

You are responsible for the direct cost of returning goods when cancelling because you've changed your mind, unless we've agreed otherwise.

2. Returning trading cards and sealed collectibles

We understand that condition matters when collecting Pokémon cards and sealed products.

You're entitled to inspect goods as you reasonably would in a shop. However, handling beyond what's necessary to establish their nature, characteristics and functionality may result in a deduction from your refund if it reduces their value.

For example, opening booster packs, using trading cards or damaging collectible packaging may affect their resale value.

Opening sealed packaging does not automatically remove your statutory cancellation rights. Any deduction will be assessed according to the circumstances and applicable consumer law.

3. Faulty, damaged or incorrect items

If your order arrives damaged, faulty, incorrectly supplied or materially different from its description, please contact us as soon as reasonably possible.

Email ollie@whiskerandwildcard.com, ideally including your order number and photographs of the problem.

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose where applicable.

Depending on the circumstances, your statutory remedies may include a refund, repair, replacement or price reduction.

Where goods do not conform to the contract, we will cover reasonable return costs where required by law.

Nothing in this policy restricts your statutory consumer rights.

4. Trading card condition

Individual trading cards may have manufacturing variations, including centring differences, print lines, whitening and other imperfections.

Where these are consistent with the product's stated condition and description, they may not necessarily constitute a defect.

If an item's condition is materially different from its listing, please contact us and we'll investigate.

5. How to return an item

To arrange a return, contact:

Email: ollie@whiskerandwildcard.com

Please include your order number where possible.

For change-of-mind cancellations, you don't need to provide a reason or wait for our approval before exercising your statutory right to cancel.

We recommend contacting us for return instructions so we can identify and process your return efficiently.

Please package returned goods securely to protect them during transit.

6. Refunds

For a valid statutory cancellation, we'll refund the relevant product payments and the cost of the least expensive standard delivery service offered for your order.

If you selected a more expensive delivery option, we aren't required to refund the additional delivery charge.

Refunds will be issued without undue delay and, where goods are being returned, no later than 14 days after we receive them or receive evidence that you've sent them back, whichever is earlier.

Where no goods need to be returned, we'll refund within 14 days of being informed of your cancellation.

Refunds will normally be issued to the original payment method without an additional refund fee.

Your bank or payment provider may take additional time to process the payment.

7. Items excluded from cancellation rights

Certain goods may be excluded from the statutory right to cancel where a specific legal exception applies, such as clearly personalised goods.

Any applicable exception will be explained before purchase.

Discounted or sale items are not automatically excluded from your statutory rights.

8. Exchanges

We don't currently offer direct exchanges for change-of-mind purchases.

Where eligible, you can return an item and place a new order.

Your statutory rights regarding faulty, damaged or incorrectly supplied goods remain unaffected.