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PACKRATA Leoniveygames Company
PACKRAT

Returns & Refunds Policy

Last updated: September 2026

This policy covers shop orders placed by consumers. Wholesale and trade orders are covered by our Wholesale Terms, and marketplace purchases from other sellers by our Marketplace Terms.

1. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order within 14 days of the day you, or someone you nominate, receive the goods, without giving any reason. If your order arrives in more than one parcel, the 14 days run from the day the last parcel arrives.

To cancel, email info@packratt.co.uk within those 14 days with your order number and a clear statement that you wish to cancel. You then have a further 14 days from telling us to send the goods back.

2. Condition of Returned Items

You may handle an item only as you would in a shop to check what it is. Anything beyond that reduces its value, and we will deduct that loss in value from your refund.

Sealed products: sealed trading card products are sold for their unopened, factory-sealed contents. Removing shrink wrap, breaking a seal or tear-strip, or opening any box or pack goes beyond what is needed to inspect the product. Once opened, the contents can no longer be verified or resold as sealed, so the deduction for an opened sealed product can be up to its full price.

We inspect every returned sealed product for signs of resealing, weighing or tampering. If what comes back is not the product we sent, or has been resealed, we will not refund it and may report it as fraud.

Items must come back complete, with all original packaging and anything supplied with them. Please pack returns securely: if an item arrives back damaged because it was poorly packed, we will deduct the loss in value.

3. How to Return an Item

  1. Email info@packratt.co.uk with your order number
  2. We will send you a return address and instructions
  3. Pack the item securely and send it back using a tracked service. Keep your proof of postage
  4. Once we receive and inspect the item, we will process your refund

4. Return Postage

If you are returning an item because you have changed your mind, you pay the cost of sending it back, including any customs charges on returns from outside the UK.

If we sent you the wrong item, or the item is faulty or was damaged in transit, we pay the return postage or arrange a collection.

5. Refunds When You Cancel

We refund you within 14 days of receiving the goods back, or of you showing us proof that you have sent them back if that is sooner. Refunds go to your original payment method and are for the amount you actually paid, after any discount.

  • Delivery charge: if you cancel your whole order, we refund the delivery charge up to the cost of our cheapest standard delivery option for that order. If you chose a faster or signed-for service, the extra cost of that service is not refunded.
  • Part of an order: if you return only some items, the delivery charge is refunded only where those items added to it.
  • Deductions: any loss in value under section 2 is deducted from the refund.
  • Loyalty points earned on refunded items are reversed.

6. Amending or Cancelling Your Order

Before dispatch: If you wish to amend your order (for example, change the items, quantities, or your delivery address) or cancel it, please contact us as soon as possible at info@packratt.co.uk with your order number. As long as we have not yet dispatched your order, we will make the change, or cancel it and issue a full refund.

After dispatch:Once an order has been dispatched it can no longer be amended, but you can still exercise your right to cancel and return it under section 1 (“Your Right to Cancel”) above. Contact us and we will guide you through the return.

7. Faulty or Not as Described

Under the Consumer Rights Act 2015, if a product is faulty, not as described, or not of satisfactory quality:

  • Within 30 days: you are entitled to a full refund (short-term right to reject)
  • Within 6 months: we will repair or replace the product. If repair or replacement is not possible, you are entitled to a full refund
  • After 6 months: you must prove the fault was present at the time of delivery. We may offer a repair, replacement, or partial refund

A refund is the price you paid for the item, plus the delivery charge if you are rejecting the whole order. It is not the item's current market or resale value.

8. What Is Not a Fault

Sealed trading card products are sold as factory-sealed stock, not as graded or display-condition items. The following are normal and are not faults:

  • Pack contents and pull rates. Which cards you pull is random and set by the manufacturer.
  • Card centring and print variation, such as off-centre borders, print lines or light edge whitening, within the manufacturer's normal print tolerances. If you find a genuine manufacturing defect inside a pack (for example a miscut or missing card), tell us. The manufacturer's own replacement service is often the quickest fix and we will point you to it.
  • Minor shelf wear, such as light scuffs, small corner or edge dings, or creased or loose shrink wrap, that comes from factory packing and distribution.
  • Japanese booster boxes without shrink wrap whose perforated tear-strip seal is intact. Many Japanese retailers remove the outer film, and a box with its tear-strip intact is unopened (see our guide), unless the product page says the box comes shrink-wrapped.
  • Damage to our outer mailer or shipping box only, where the product inside is undamaged.

9. Items Damaged in Transit

Your order is our responsibility until it is delivered to you, or to a person or place you chose (for example a neighbour or safe place you nominated). If it arrives damaged, you do not need to claim from the carrier. Tell us and we will deal with it.

  1. Report it within 48 hours of delivery by emailing info@packratt.co.uk with your order number.
  2. Send photos of the outer parcel and shipping label (before opening it, if you can), the packaging inside, and the damaged product.
  3. Do not open or use the damaged product, and keep it and all the packaging until we have resolved your claim. We need them to claim from the carrier and may ask you to send the item back, at our cost.

We still look at reports made after 48 hours, but the longer the gap, the harder it is to show that the damage happened in transit rather than after delivery.

Once we have verified the damage, we will send a replacement if we have stock. If the item has sold out, or you would rather have your money back, we will refund it in full, including delivery. For minor cosmetic damage we may instead offer a partial refund so you can keep the item; you are free to say no.

10. Parcels That Have Not Arrived

First check your tracking, and ask anyone in your household and your neighbours, and check any safe place you use.

  • Tracking shows it was delivered: if the carrier confirms delivery to your address (signed for, or left with a neighbour or in a safe place you nominated), we treat the order as delivered. Tell us within 14 days of the delivery date and we will send you the proof of delivery and raise an enquiry with the carrier.
  • Tracking has not updated: once your parcel is 10 working days past its expected delivery date (20 working days for international orders), email info@packratt.co.uk. We will open an investigation with the carrier. When the carrier confirms the parcel is lost, or if it has not been found 10 working days after we opened the investigation, we will send a replacement if we have stock, or a full refund if it has sold out or you would prefer one.

We may ask you to confirm in writing that you have not received your parcel. If an account makes repeated non-delivery claims, we may require signed-for delivery on future orders or decline future orders.

If a parcel comes back to us because the address you gave was wrong or incomplete, or it was not collected from the carrier's delivery office, we can re-send it once you pay the postage again. If you would rather cancel, we will refund the order minus the original delivery charge and any return-to-sender cost. Parcels returned after customs charges were refused are covered in our Delivery Policy.

11. Pre-Order Cancellations

Pre-orders may be cancelled at any time before the product has been dispatched. Contact us at info@packratt.co.uk with your order number.

12. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer.

13. Contact

For any return or refund queries, contact LEONIVEYGAMES LTD at info@packratt.co.uk.