Returns & Refunds.

Change-of-mind cancellation for online purchases

For most goods bought online, you can cancel without giving a reason by telling us within 14 days after delivery. Once you tell us that you are cancelling, you normally have a further 14 days to send the goods back.

Any statutory exception that applies to a particular product will be made clear before purchase. Nothing in this policy removes rights you have under UK consumer law.

How to return an item

1. Start the return from your ArcVault account when the order is marked completed, or email us with your order number and the item you want to return. Submitting the account form records the request immediately.
2. ArcVault will review the request and email you when the return workflow is approved, together with the return address and any relevant instructions. For the smoothest processing, please wait for that email before posting the goods.
3. Keep the goods together with the packaging and accessories supplied with them where possible, pack the return securely and include your order number so we can identify it.
4. When the returned goods arrive, we will inspect them and process any refund due to the original payment method.

Important: ArcVault's approval step is an administrative part of our return workflow so we can identify the order and give the correct instructions. It does not make your statutory cancellation or consumer rights conditional on our approval, and you may give notice of cancellation or raise a statutory issue by email at any time.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise. If the goods are faulty, damaged on arrival, misdescribed or we supplied the wrong item, contact us before returning them; ArcVault Cards will cover reasonable return costs where required by law.

Condition of returned goods

You may handle goods only as much as is reasonably necessary to establish their nature, characteristics and functioning, in the same general way you could inspect goods in a shop. If handling goes beyond that and reduces the value of the goods, we may make a deduction from the refund to reflect the diminished value where the law permits.

Trading-card products can lose substantial value once packs, boxes, security seals or factory wrapping are opened. Opening a sealed trading-card product does not automatically remove statutory rights, but it may materially affect the value assessment for a change-of-mind return.

Refund timing and delivery charges

For a valid change-of-mind cancellation, we will refund the amount due without undue delay and no later than 14 days after we receive the returned goods or, where applicable, after you provide evidence that the goods have been sent back. We may withhold the refund until one of those events occurs.

Where required by law, we will also refund the cost of the least expensive standard delivery option we offered for the original order. If you chose a more expensive delivery method, the additional premium amount is not refundable.

Refunds are issued to the original payment method. Your bank or card provider may take additional time to show the credit after we issue it.

Faulty, damaged, misdescribed or incorrect goods

These rights are separate from the 14-day change-of-mind right. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose where relevant and as described. If goods do not meet those standards, you may have rights including the short-term right to reject within 30 days and, in appropriate cases, repair, replacement, price reduction or refund.

Please contact us with your order number and a description of the problem. We will not require you to use the account return button in order to exercise a statutory right.

Model cancellation form

You do not have to use this wording, but you may copy and send it to us if you want to cancel a distance contract:

Questions

Email enquiry@arcvaultcards.co.uk or call +44 7733 027870.