Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@portaltcg.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@portaltcg.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@portaltcg.co.uk.

Refunds & Returns

Last updated: June 2026

We want you to love your Portal Customs products. If something isn't right, we'll do our best to put it right quickly. Please read the sections below carefully, as most of our products are made to order and are treated differently under consumer law.

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