Refund policy
JOY DEALER
Returns & Refunds Policy
Last Updated: June, 2026
At Joy Dealer, we want our customers to shop with confidence. This Returns & Refunds Policy explains your rights and our procedures regarding returns, cancellations, replacements, and refunds for products purchased from us.
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Contact Information
If you have any questions regarding a return, refund, or damaged item, please contact us:
Joy Dealer
Email: hello@joydealer.co.uk
2. Your Right to Cancel (Online Orders)
If you purchase goods from Joy Dealer online, you generally have the right to cancel your order within 14 days of receiving your goods without giving a reason.
To exercise your right to cancel, you must notify us within 14 days of receiving your order by email or in writing.
Once you have informed us that you wish to cancel, you must return the goods to us within a further 14 days.
To start a return, contact us at hello@thejoydealer.co.uk
Customers are responsible for return postage costs unless otherwise agreed.
If your return is approved, we’ll tell you how and where to send your item.
We won’t accept items sent back without asking for a return first.
Provided the returned goods meet the requirements outlined in this policy, we will issue a refund for the purchase price only and not any standard delivery charges paid.
3. Change of Mind Returns
We accept returns for unwanted items within the statutory cancellation period described above.
To qualify for a change-of-mind return:
• Items must be returned in their original condition.
• Items must not be damaged through handling beyond what is necessary to inspect them.
• All included accessories, packaging, inserts, and promotional items must be returned where applicable.
Customers are responsible for return postage costs for change-of-mind returns unless otherwise agreed.
We recommend using a tracked postal service, as customers remain responsible for returned goods until they are received by us.
4. Sealed Pokémon Products
This includes products such as Booster Packs, Booster Boxes, Elite Trainer Boxes (ETBs), Collection Boxes, Tins, Bundles, and other factory-sealed trading card products.
Customers may exercise their statutory cancellation rights for sealed products.
However, where a sealed product has been opened, unsealed, tampered with, or otherwise altered beyond what is necessary to inspect it, we reserve the right to make deductions from any refund where permitted by law to reflect any reduction in value.
Any product returned as new must remain factory sealed and in resaleable condition.
5. Pokémon Singles
We take reasonable care to accurately describe and assess the condition of individual cards.
Card condition assessments are based on our reasonable professional opinion and may include categories such as:
• Mint (M)
• Near Mint (NM)
• Excellent (EX)
• Lightly Played (LP)
• Moderately Played (MP)
• Heavily Played (HP)
• Damaged
Where photographs are provided, customers should review all available images before purchasing.
Returns will not be accepted solely because a customer disagrees with a reasonable subjective condition assessment that is consistent with the listed condition.
If a card received materially differs from its description or photographs, please contact us and we will investigate the matter.
6. Graded Cards
Graded cards must be returned in the same condition in which they were supplied.
Returns may be refused or reduced where:
• The grading slab has been damaged.
• The slab has been opened, altered, cracked, or tampered with.
• Any identifying certification details have been altered.
7. Faulty, Damaged or Incorrect Items
Under UK consumer law, customers are entitled to remedies where goods are:
• Faulty
• Damaged
• Not as described
• Incorrectly supplied
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible and provide:
• Your order number
• A description of the issue
• Photographs where appropriate
Where a claim is accepted, we may offer:
• A replacement
• A repair (where applicable)
• A full or partial refund
We will reimburse reasonable return postage costs for faulty, damaged, or incorrectly supplied items.
8. Short-Term Right to Reject
If goods are faulty, customers may have the right under the Consumer Rights Act 2015 to reject the goods and receive a refund within 30 days of delivery.
This right applies only where the goods do not conform to the contract and does not apply to changes in market value or buyer's remorse.
9. Market Value Fluctuations
Trading cards and collectibles can increase or decrease in value over time.
Joy Dealer does not accept returns or issue refunds solely because the market value of a card or sealed product has changed after purchase.
10. Missing, Lost or Damaged Deliveries
If your order arrives damaged, incomplete, or appears to have been lost in transit, please contact us promptly.
We may request:
• Photographs of packaging and contents
• Confirmation of delivery details
• Any other information reasonably required to investigate the issue
Where appropriate, we will work with the delivery provider to resolve the matter and may provide a replacement or refund.
11. Refund Processing
Refunds will be issued using the original payment method used for purchase unless otherwise agreed.
Once we have received the returned goods, or evidence that the goods have been returned, refunds will normally be processed within 14 days.
Processing times may vary depending on your payment provider.
12. Returns Address
Returns should only be sent to the address provided by Joy Dealer after return authorisation has been obtained.
Items returned without prior contact may delay processing.
13. Statutory Rights
Nothing in this Returns & Refunds Policy excludes, limits, or affects any rights you may have under applicable UK consumer protection laws.
Joy Dealer reserves the right to update this policy from time to time. Any changes will be published on our website and will take effect immediately upon publication.