Refund policy

Returns Policy

Products may only be returned for within 14 days of the initial purchase, provided you have your order receipt email and the items are still in the same condition. Return postage must be paid by the customer, and our P&P charges will not be refunded.

Refunds will be given for any items returned to us in the same condition you received them: unused, with tags, and in the original packaging. We cannot accept returns of any opened items under any circumstances.

If you choose to return a product because you have changed your mind, please note that any shipping charges paid at the time of purchase will not be refunded. 

Return postage costs for all items must be covered by the customer. We suggest that once a return has started that the items are sent back to use with Tracked Postage.

WE DO NOT ACCEPT RETURNS FOR SINGLE CARDS IN ANY CASE 

To start a return, you can contact us at 1hpgamestore@gmail.com. Please note that returns will need to be sent to the following address: 

1HP Game Store

2 Newell Road,

Wallasey,

CH44 1AD.

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 1hpgamestore@gmail.com.

Damaged Items

While we ensure that our packages are carefully packed with sufficient protection, damages may occur during transit. Items are considered damaged if there is clear and obvious damage that prevents its function or use. Damaged items can be returned within 14 days of the initial purchase. Once received, we will endeavour to replace the damaged item like for like. If this is not possible, a full refund will be issued.

If you have received a product with clear and obvious damage that prevents its function or use please contact us within 14 days of the item arriving so we can assist in resolving the issue. (Please bear in mind that personal preference does not constitute an item being unable to perform its intended function or use.) Please contact us at 1hpgamestore@gmail.com for any further clarification or advice.

What if the Box or Outer Wrap of My Item Is Damaged?

A product is not considered damaged if the outer packaging has cosmetic imperfections—such as rips in the seal, creases, or dents—that do not prevent the product from functioning as intended. These occurrences can happen during the manufacturing process or transit. The packaging (outer wrap, cardboard box, box sleeve, or metal tin) is primarily meant to protect the contents and cannot be guaranteed to arrive without any wear or tear. In the case of Trading Cards, the intended purpose for products with trading cards is for collecting and playing with the cards. For major damage caused during transit that limits functionality or intended use, please contact us immediately

We cannot guarantee that the outer packaging or seal will remain completely free from damage during transit or from the manufacturer. Members of the store will not break any manufacturers sealed products.

Final sale items cannot be returned for a refund due to box or outer wrap damage.

If you have any questions or concerns regarding damages, please contact us at 1hpgamestore@gmail.com.

Sealed Products and Accessories

Sealed products and accessories must be returned in their original packaging, undamaged, and unopened.

Faulty Products

Any faults within a product—including but not limited to error cards or missing cards—are not eligible for return to us. These issues must be resolved with the manufacturer. However, we will provide any assistance we can.

Lost, Delayed and Misrouted Orders

While we take all reasonable steps to ensure a fast and reliable service, we do not accept liability for any supplementary costs incurred by customers caused by damaged or faulty goods, or delayed, lost, or misrouted orders.

What if my item is returned back to the sender?

If an item is returned back to us in the case of a wrong address or the customer not being able to receive the item, we would have to charge an additional postage cost to get the item out to you again as we would be charged to repost the item. No postage costs can be refunded in this case.

What if the address is entered wrong at checkout?

It is the customer’s responsibility to ensure that the correct address is provided during checkout.

• If changes need to be made before dispatch, please email 1hpgamestore@gmail.com as soon as possible, and we will do our best to update the address.
  
• If the package has already been dispatched, we will endeavour to retrieve the parcel and redirect it to the correct address. However, this cannot be guaranteed.
  
• Any additional postage charges incurred due to an incorrect address must be paid by the customer.
  
• If we cannot retrieve the parcel after dispatch, we are unable to refund the item under any circumstances.

To avoid issues, please double-check all address details at the time of placing your order.

What if the item is marked as delivered and I do not have the package or it is missing?

We recommend that customers choose tracked and signed delivery options to ensure items reach their destination safely.

If your item is marked as delivered but you have not received it, please contact within 7 days of when the item was delivered. We cannot refund or replace any item that is missing after this time window.

We will do our very best to help locate your missing item. This includes working with our mailing partner, Royal Mail, to investigate and track the package. If the item is lost or cannot be located, we will raise a claim with Royal Mail on your behalf. Please note that Royal Mail claims can take up to 30 days to complete.

Once we hear back from the claim, we will notify you of the result and this will decide the outcome for your particular case. Please note that we cannot guarantee a refund if the claim is unsuccessful. If Royal Mail has provided a clear photograph of the package being delivered along with a GPS location, it can be difficult to prove the item is missing.

We urge customers to provide as much evidence as possible of the item being missing or evidence of neglect on the part of the Royal Mail Delivery officer. This may include:

• Pictures of the delivery area where the item should have been delivered.
  
• Notes detailing any irregularities in the delivery process.

Please note:

• Compensation is only available for Tracked services.
  

If you have any concerns about your delivery, please contact us at 1hpgamestore@gmail.com, and we will assist you with the next steps.

Returns Procedure

To start a return, please contact us at 1hpgamestore@gmail.com. Items sent back to us without first requesting a return will not be accepted. Once agreed, you will be provided with the necessary details for returning your item.

Once your return is received and inspected, we will notify you by email. All goods will be inspected on return and must meet the following criteria:

• All original plastic wrap must be attached if wrapped or must be factory sealed
  
• All items must be returned in the same condition as they were received
  
• All items have not been opened or used
  
• All items are complete and not missing any parts
  
• All items must be in re-sellable condition
• Sealed product and accessories must be returned in their original packaging, undamaged and unopened.

If these conditions are not met we reserve the right to reject a refund. Again, please note we cannot accept returns of any opened items under any circumstances.

If the return is approved, your refund will be started, and a credit will be applied to your original method of payment. It can take 3 days for our payment processor to process the refund. It can take 3-10 working days for funds to be returned to your account.

Cancellation / Amendments Policy

Customers have the right to cancel or amend any order before it has been dispatched. Simply let us know, and we will be happy to assist. Please note that a 10% processing fee may apply to cover incurred costs such as processing and payment provider fees. This to counter cancelations due to automatic checkout bots and panic buying.

Anyone found to do one of the following will need to pay this processing fee and will be blocked from all future purchases:
- Using a checkout bot
- Using a 'straight to checkout process' / direct 'add to cart' process
- Using any form of automated systems or process to bring items out of stock to checkout
- Using an automatic system or process to make a purchase and immediately request to cancel their order

Anyone found to be using these methods may have their order cancelled immediately. The processing fee will also be applied to anyone found to have used on of these methods and requests to return the item.

If your items have already been dispatched, you may return them in accordance with our Returns Policy.

If a customer wishes to amend or cancel an order after dispatch, they will be liable for any associated costs incurred. This includes return postage, which will not be reimbursed, and any original postage costs, which are non-refundable.