Refund policy
Returns & Refund Policy
Kanto Cardhouse Limited
Last Updated: 01/09/2026
We want customers to be happy with their purchases from Kanto Cardhouse Limited. This policy explains how cancellations, returns, damaged or incorrect items, missing parcels and refunds are handled.
Nothing within this policy is intended to restrict or exclude any statutory rights available to consumers under applicable UK consumer law.
1. Change-of-Mind Returns
In addition to your statutory rights, Kanto Cardhouse offers a 30-day return period for eligible products.
You have 30 days after receiving an eligible item to request a return.
To qualify for our 30-day change-of-mind return policy, products must be returned:
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In the same condition in which they were received
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Unused
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Unopened where applicable
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With all original seals intact
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In their original packaging
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With all accessories, inserts and other contents originally supplied
You will also need to provide your order number, receipt or other reasonable proof of purchase.
Our additional 30-day returns policy does not replace or restrict your statutory rights.
2. Statutory 14-Day Cancellation Right for Online Orders
For most goods purchased online, UK consumers have a statutory right to cancel their order without giving a reason.
You must notify us of your decision to cancel within 14 days after the day you receive the goods.
After notifying us that you wish to cancel, you must normally return the goods within a further 14 days.
To exercise this right, contact:
and provide your order number and confirmation that you wish to cancel.
Where an entire eligible order is cancelled under your statutory cancellation rights, we will also refund the basic outbound delivery charge originally paid. If you selected an enhanced or more expensive delivery service, we are only required to refund an amount equivalent to our standard delivery option.
You may inspect goods as you reasonably would in a physical shop. However, if handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods and this reduces their value, we may make an appropriate deduction from the refund where permitted by law.
Certain products and circumstances are excluded from statutory cancellation rights, as explained below.
3. Starting a Return
Before returning an item, please contact:
Please include:
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Your order number
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The product you wish to return
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The reason for the return
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Photographs where the item is damaged, defective or incorrect
We will provide the appropriate return instructions and return address.
Please do not send products back to us without contacting us first, as this can make it difficult to identify and correctly process your return.
Nothing in this section is intended to prevent a customer from exercising a statutory cancellation or return right by another legally valid method.
4. Return Shipping Costs
Change-of-Mind Returns
Where you are returning an item because you have changed your mind, you will normally be responsible for the direct cost of returning the item to us, provided we informed you of this obligation as required by law.
We strongly recommend using an appropriately insured and tracked delivery service.
Faulty, Damaged, Incorrect or Misdescribed Items
Where an item is genuinely faulty, damaged when supplied, incorrect or not as described and you are exercising a statutory remedy, Kanto Cardhouse will bear reasonable return costs where required by law.
Please contact us before arranging your own return postage so that we can provide the appropriate return instructions or shipping label.
5. Condition of Returned Products
Returned products will be inspected when they arrive at Kanto Cardhouse.
For voluntary change-of-mind returns under our 30-day policy, products must meet the eligibility requirements set out in Section 1.
For statutory cancellations, customers are permitted to handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where handling exceeds what would reasonably be permitted in a shop and causes a reduction in value, we reserve the right to make an appropriate deduction from the refund where permitted by law.
Sealed Trading Card Products
Many of the products sold by Kanto Cardhouse are collectible products whose condition, packaging and factory seals can materially affect their value.
Where a sealed trading card product is being returned under our additional 30-day voluntary returns policy, it must remain sealed and in substantially the same condition in which it was supplied.
Products that have been opened, had factory seals removed, packs opened, contents used or otherwise materially altered may not qualify for our additional voluntary 30-day change-of-mind return policy.
This does not remove any statutory rights the customer may have, including rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.
6. Damaged, Defective or Incorrect Items
Please inspect your order as soon as reasonably possible after receiving it.
Contact us promptly if:
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You receive the wrong product
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An item arrives damaged
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An item is defective
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Products are missing from your order
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The item materially differs from its description
Contact info@kantocardhouse.com and include your order number and photographs where appropriate.
We may request photographs of:
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The product
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External packaging
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Internal packaging
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Shipping label
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Factory seals
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Any visible damage
Please retain the item and all packaging while we investigate the issue.
Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, replacement or other remedy required by law.
7. Faulty Goods
Your statutory rights are separate from our voluntary 30-day returns policy.
Goods supplied by Kanto Cardhouse must meet the standards required by applicable UK consumer law, including being as described and of satisfactory quality where applicable.
Where a product is genuinely faulty, your rights and available remedies will be determined in accordance with the Consumer Rights Act 2015.
Our voluntary returns conditions do not override those statutory rights.
8. Missing Parcels & Delivery Disputes
Missing, lost and disputed delivery claims are handled in accordance with our Shipping Policy.
Where a customer reports that an order has not been received, we may need to investigate the delivery with Royal Mail before determining the appropriate resolution.
This can include reviewing:
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Tracking information
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Delivery scans
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GPS delivery information
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Delivery photographs
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Signatures
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Attempted-delivery records
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Return-to-sender information
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Information supplied by Royal Mail
Customers may be required to provide reasonable information or written confirmation of non-receipt to assist with an investigation.
A refund will not automatically be issued solely because a customer reports that a parcel has not arrived while the circumstances of the delivery remain under reasonable investigation.
Where the parcel is confirmed as genuinely lost in the delivery network, Kanto Cardhouse will provide the appropriate remedy in accordance with the customer's statutory rights.
9. Returned-to-Sender Parcels
A tracking status showing "Returned to Sender" does not mean that Kanto Cardhouse has physically received the parcel.
Where Royal Mail indicates that an order is being returned to us, we will normally wait for the parcel to physically arrive at Kanto Cardhouse before processing the return.
Once received, we will:
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Identify the returned order
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Inspect the parcel
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Verify the products and quantities returned
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Check their condition where relevant
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Determine the appropriate refund or redelivery
Return Lost on its Way Back to Kanto Cardhouse
If tracking indicates that Royal Mail is returning a parcel to Kanto Cardhouse but we do not receive it, we will investigate the matter with Royal Mail.
Where necessary, we may submit a formal loss claim or request further information from Royal Mail.
We will determine the appropriate resolution once the circumstances have been established, in accordance with the customer's statutory rights.
10. Refunds Following Returns
Once your return has been received, we will inspect and verify it.
Where a refund is due, we will notify you and process the refund using your original payment method, unless another method has been expressly agreed where legally permitted.
For statutory online cancellations, refunds will be made within the timescales required by applicable consumer law.
Where permitted, we may withhold reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.
For eligible voluntary returns outside the statutory cancellation period, refunds will normally be processed after the returned goods have physically arrived and been inspected.
After Kanto Cardhouse processes a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
11. Refunds for Missing or Lost Parcels
Where a parcel is reported as missing, the relevant procedures within our Shipping Policy must be followed.
Where appropriate, Kanto Cardhouse will open an investigation or claim with Royal Mail on the customer's behalf.
We may require the customer to cooperate with the investigation and provide information reasonably requested by Kanto Cardhouse or Royal Mail.
Where the investigation establishes that the parcel has genuinely been lost while under the responsibility of the delivery provider, we will provide the appropriate refund or replacement in accordance with the customer's statutory rights.
Where evidence establishes that the loss or failed delivery resulted from circumstances attributable to the customer, including materially incorrect delivery information supplied by the customer, refund eligibility will be determined according to the circumstances and applicable law.
Royal Mail's compensation process is between Kanto Cardhouse and Royal Mail and does not remove or reduce a customer's statutory rights.
12. Fraudulent Refund, Return & Non-Delivery Claims
Kanto Cardhouse takes fraudulent refund claims, false non-delivery claims, return fraud and chargeback abuse seriously.
Where we have reasonable grounds to suspect fraudulent, dishonest or unlawful activity, we reserve the right to investigate the matter fully before determining the appropriate resolution, to the extent permitted by law.
This may include reviewing:
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Order information
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Customer-provided delivery information
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Royal Mail tracking
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GPS delivery information
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Delivery photographs
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Signatures
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Delivery and return scans
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Previous orders
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Previous missing-parcel or refund claims
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Returned parcel contents
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Payment disputes or chargebacks
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Relevant correspondence
Where reasonably necessary and lawful, evidence may be shared with Royal Mail, payment providers, insurers, ecommerce platforms and other relevant parties for the purposes of preventing or investigating suspected fraud.
Where we reasonably suspect that a criminal offence has been committed, the matter may be reported to the police and/or other appropriate authorities.
Where evidence establishes deliberate fraud or abuse, Kanto Cardhouse also reserves the right to refuse future orders and take any other action available to us by law.
This provision does not affect customers making genuine claims or exercising their statutory consumer rights.
13. Exchanges
We do not generally operate a direct exchange system for change-of-mind purchases.
The simplest process is normally to return the original eligible item for a refund and place a separate order for the replacement product.
Where we have supplied a faulty, damaged or incorrect item, please contact us before placing another order so that we can determine the appropriate remedy.
14. Exceptions & Non-Returnable Products
Certain products may be excluded from our additional voluntary 30-day returns policy, including:
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Personalised products
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Custom-made products
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Special-order products specifically obtained or produced for a customer where our voluntary policy excludes them
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Gift cards
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Products that have been opened, used or materially altered and therefore no longer meet the conditions of our voluntary return policy
Sale or discounted products are not automatically excluded from statutory consumer rights simply because they were sold at a reduced price.
Any exclusions within this section apply only to the extent permitted by law and do not remove statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied products.
15. Pre-Orders & Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will endeavour to stop the order before dispatch.
If the order has already entered our dispatch process or been handed to the delivery provider, it may no longer be possible to stop the shipment. Your applicable statutory cancellation and return rights will remain unaffected.
Pre-order cancellation rights will be determined in accordance with applicable consumer law and any product-specific terms disclosed before purchase.
16. Chargebacks & Payment Disputes
We encourage customers to contact Kanto Cardhouse first if there is a problem with an order so that we have an opportunity to investigate and resolve it.
Where a payment dispute or chargeback is raised, we may provide the payment provider with relevant evidence relating to the transaction and fulfilment of the order.
This may include:
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Order information
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Customer correspondence
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Tracking information
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Proof of dispatch
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Proof of delivery
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Delivery photographs
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Signatures
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GPS information
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Return information
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Refund records
Nothing in this section restricts any lawful rights a customer may have to raise a payment dispute.
17. Contact Us
For cancellations, returns, damaged products or refund enquiries, please contact:
Kanto Cardhouse Limited
Email: info@kantocardhouse.com
Please include your order number and any relevant photographs, tracking information or other details so that we can deal with your request efficiently.
Kanto Cardhouse Limited reserves the right to amend this Returns & Refund Policy from time to time.
The latest version will be published on our website together with the date it was last updated.
Nothing within this policy is intended to restrict, exclude or override any statutory consumer rights available under applicable UK law.