Refunds & Returns

1. Your Right to Cancel (UK Consumers)

Under the Consumer Contracts Regulations 2013, you have the right to cancel most orders within 14 days of receiving your goods, without giving a reason. To exercise this right, contact us at customs@portaltcg.co.uk before the 14-day period expires. Items must be returned to us within 14 days of your cancellation notice, and you are responsible for return postage costs unless the item is faulty or we made an error.

Please note: this cancellation right does not apply to custom, personalised, or made-to-order items — see section 2.

2. Custom, Personalised & Made-to-Order Items

Most of our products — including master set checklist kits and custom designs — are printed and made to order to your chosen set or specification. Under the Consumer Contracts Regulations 2013, the 14-day cancellation right does not apply to bespoke or personalised goods.

For this reason, we are unable to accept returns or offer refunds on custom or made-to-order items unless they arrive faulty, damaged, or incorrect (see section 4). Please double-check your set, size, and design selection carefully before ordering.

3. Opened or Used Items

For quality reasons, we cannot accept returns of any item that has been opened, peeled, applied, or used in any way. Vinyl stickers and decals that have been applied to a surface, or whose backing has been removed, cannot be returned. To be eligible for a return, non-custom items must be unused, in their original undamaged packaging, and accompanied by your order number.

4. Faulty or Damaged Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and a clear photo of the issue. We will either send a replacement or issue a full refund at no cost to you — including any return postage where applicable. This does not affect your statutory rights.

5. How to Return an Item

1. Email customs@portaltcg.co.uk with your order number and reason for return
2. We'll confirm whether the item is eligible, the return address, and any further instructions
3. Send the item back using a tracked service — we recommend keeping proof of postage
4. Once received and inspected, your refund will be processed within 5–7 working days

6. Refund Processing

Approved refunds are returned to your original payment method. Please allow 5–7 working days for the refund to appear, depending on your bank or card provider. Original shipping costs are non-refundable unless the return is due to our error.

7. Exchanges

We do not currently offer direct exchanges. If you'd like a different product, please return the original item (where eligible) for a refund and place a new order.

8. Contact

Poképortal Ltd (Portal Customs)
The Apex, Derriford Business Park, Plymouth, PL6 5FL
Email: customs@portaltcg.co.uk
Phone: 01752 936359