Refund policy

Last updated: 14 August 2026

We want you to buy from Babsi Cards with confidence. This policy reflects our current Shopify return and cancellation rules: return requests for fulfilled items may be made within 14 days from delivery, accepted returns receive free standard return shipping, and eligible unfulfilled items may be cancelled within 1 hour of ordering. Nothing in these operational rules restricts your mandatory consumer rights.

14-day return window

For most goods purchased online, UK consumers may cancel without giving a reason by telling us within 14 days after the day the goods are delivered. After notifying us, you normally have a further 14 days to send the goods back.

Shopify’s automated return eligibility applies to items purchased after the return rules were turned on or last updated. This does not affect any statutory rights that apply to an earlier purchase.

Item condition

You may inspect goods as you reasonably would in a shop. Please return the item complete, with all accessories and original packaging where reasonably possible. We may reduce a refund only where permitted by law to reflect a loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Collectible products can lose substantial value when packs, boxes or factory seals are opened. Opening a sealed collectible is not treated as an automatic restocking charge, but any lawful refund may reflect proven diminished value caused by excessive handling.

How to request a return

Request a return through your Shopify customer account, email info@pokebabsi.com, or use our Contact page. Include your order number, the item you want to return and the reason for the return. For damage, a fault or an incorrect item, please include clear photographs of the product, packaging and shipping label.

If the return is accepted, we will provide the correct returns address and instructions. Do not send returns to our registered office and do not send anything before receiving return instructions, as this may delay or prevent us from identifying your return.

Free return shipping

For an accepted eligible return, we will provide free standard return shipping or a prepaid return label where supported. Please use the return method and instructions we provide. If you choose a different or upgraded service without our prior agreement, we may not reimburse the additional cost.

Restocking fee and lawful deductions

Our Shopify return rules display a 10% restocking fee. This fee will be applied only to a voluntary return that falls outside mandatory consumer cancellation or faulty-goods rights and that we separately agree to accept, including an eligible business-to-business return, and only to the extent permitted by law.

We will not deduct a blanket restocking fee from a valid UK statutory cancellation made within the 14-day cancellation period, or from a remedy for goods that are faulty, damaged, misdescribed or incorrectly supplied. For a statutory cancellation, the only product-value deduction we may make is a lawful deduction for diminished value caused by handling beyond what would be permitted in a shop.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if anything is faulty, damaged, missing or incorrect. We will assess the issue and provide the remedy required by law, which may include a refund, repair or replacement. We will cover reasonable return costs for a faulty, damaged, misdescribed or incorrectly supplied item. Nothing in this policy limits your rights under the Consumer Rights Act 2015.

One-hour cancellation window

For items that have not been fulfilled, our Shopify cancellation rules allow an eligible cancellation request within 1 hour of the order being placed. Use the cancellation option in your customer account where available, or contact us immediately.

After the 1-hour operational window, contact us as soon as possible. We cannot guarantee that we can stop or change an order once processing or fulfilment has begun. If the order has already been fulfilled or dispatched, you may use the return and statutory cancellation rights described in this policy. The 1-hour window does not remove or shorten your legal right to cancel most online purchases after delivery.

Exceptions

Change-of-mind cancellation rights may not apply to:

  • goods made to your specification or clearly personalised;
  • digital content supplied immediately after you expressly agreed to supply beginning and acknowledged the effect on your cancellation right;
  • services fully performed after you expressly requested performance to begin during the cancellation period and acknowledged the effect on your cancellation right; and
  • products explicitly purchased to be opened during a livestream or personalised opening service once that performance has begun with your prior agreement.

Gift cards cannot normally be returned as a change-of-mind return. These exceptions do not remove your rights where goods or services are faulty, misdescribed or not supplied with reasonable care and skill.

Sale items

Sale and discounted items have the same statutory rights as full-price items.

Refunds

We will confirm when we receive and assess your return. Where a refund is due, it will be made to the original payment method without undue delay and normally within 14 days after we receive the goods back or, where applicable, evidence that you sent them.

For a valid statutory cancellation, we will also refund the standard outbound delivery charge. If you selected a more expensive delivery method, the additional upgrade cost is not refundable. Your bank or payment provider may take additional time to display the refund.

Exchanges

We do not guarantee direct exchanges. The quickest option is usually to return the original item and place a separate order once the return has been accepted.

International customers

Customers outside the UK may have additional mandatory rights under local law. Nothing in this policy is intended to restrict those rights.

Model cancellation notice

You may use the wording below, but you do not have to use this form:

To Pokebabsi LTD, trading as Babsi Cards, at info@pokebabsi.com:

I hereby give notice that I cancel my contract for the sale of the following goods or services:

  • Order number:
  • Goods or services:
  • Ordered on / received on:
  • Customer name:
  • Customer address:
  • Date: