Refund policy

 

At Lotus TCG, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be eligible to return the item within the conditions outlined below.

1. 30-Day Return Period

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must:

  • Be unused and in its original condition.
  • Remain in its original packaging where applicable.
  • Include all original accessories, inserts, and included materials.
  • Be returned in suitable condition for resale.
  • Be accompanied by your order details or proof of purchase.

For collectible products, including trading cards, hobby boxes, booster boxes, sealed products, and other collectibles, the product should remain sealed and unopened where applicable.

2. Items That May Not Be Eligible for Return

Certain products may not be eligible for return if they have been opened, used, altered, or damaged after delivery.

This may include:

  • Opened or unsealed trading card products.
  • Opened booster packs, boxes, tins, or other sealed collectible products.
  • Products damaged after delivery due to improper handling.
  • Items returned without their original packaging or components when those are necessary for resale.

If you are unsure whether your item qualifies for a return, please contact our customer support team before sending it back.

3. Damaged, Incorrect, or Faulty Items

If your order arrives damaged, defective, faulty, or different from what you ordered, please contact us as soon as possible.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the item and packaging where applicable.

We will review the issue and, where appropriate, arrange a replacement, refund, or another suitable resolution.

4. How to Request a Return

To request a return, please contact us at:

Email: contactsupport@lotus-tcg.shop

Please include your:

  • Full name
  • Order number
  • Item(s) you wish to return
  • Reason for the return

Our customer support team will provide you with the return instructions if your request is eligible.

Please do not send an item back before contacting us and receiving return instructions.

5. Return Shipping

If you are returning an item because you changed your mind or no longer want the product, you may be responsible for the return shipping costs.

If the item is defective, damaged on arrival, incorrect, or there was an error on our part, we will assess the situation and may cover the reasonable return shipping costs where appropriate.

We recommend using a tracked shipping service when returning an item, as Lotus TCG cannot be responsible for returns that are lost during transit.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds are generally processed within 3–5 business days.

The refund will normally be issued to the original payment method used for the purchase.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

7. Partial Refunds

In certain circumstances, a partial refund may be considered where an item has minor damage or another issue that does not require a full return.

Any partial refund will be assessed on a case-by-case basis.

8. Exchanges

If you receive a damaged, defective, or incorrect item, please contact us before returning it.

Where appropriate and subject to availability, we may offer a replacement instead of a refund.

If the requested replacement is unavailable, we may provide an alternative resolution, including a refund.

9. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible at:

contactsupport@lotus-tcg.shop

We will make reasonable efforts to accommodate cancellation requests received before the order has been processed or dispatched.

Once an order has been dispatched, it may no longer be possible to cancel it before delivery. In such cases, you may need to follow our return procedure.

10. Pre-Order Products

If you purchase a pre-order product, cancellation and return options may depend on the status of the order and whether the product has already been processed or dispatched.

Please contact our customer support team if you need assistance with a pre-order.

11. Return Address

Returns should only be sent to the return address provided by our customer support team after your return request has been reviewed.

Lotus TCG
13 Cheetham St
Rochdale
OL16 1DG
United Kingdom

Please do not send returns to this address without first contacting us, as the appropriate return instructions may vary depending on the order and reason for return.

12. Contact Us

If you have any questions regarding returns, refunds, damaged products, or your order, please contact us:

Lotus TCG
13 Cheetham St
Rochdale OL16 1DG
United Kingdom

Email: contactsupport@lotustcg.store

We are committed to handling return and refund requests fairly and providing our customers with a straightforward shopping experience.