Amending orders

The customer has the right to amend or cancel any order prior to dispatch. If you have placed an order in error, please contact us as soon as possible and we will aim to stop the order from being dispatched, or amend it accordingly, subject to stock prior to dispatch. A cancelled order will be refunded, an amended order will be partially refunded or invoiced according to the nature of the amendments.

Cancelling orders
You can choose to cancel the order any time up to 14 days after you place it. If you choose to cancel after the goods are dispatched, you will be responsible for any return postage costs and are fully responsible for ensuring items are returned to us in the same condition as received.

Sealed products must be returned in their original packaging, undamaged and unopened. Single cards must be returned in the same condition as purchased. If returned goods are not in the same condition that we dispatched them in we reserve the right to deduct 50% from the refund cost or to refuse the return entirely.

You can nearly always return an item within this time frame as long as you have not opened, damaged, modified the item in any way and it remains sealed and in it's original condition. Opened or used items are not acceptable to return.

 

We will provide you with a returns form which you will need to include in your package to ensure that returns can be processed quickly and correctly. If you don't have a printer, that's not a problem. You can leave a note in the parcel containing your order number, post code and email address, as well as any details of exchanges or refunds.

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Damaged or Faulty goods
All orders are quality checked prior to dispatch to make sure they conform to their advertised item specifics, however should any goods be received damaged you must inform us as soon as possible after receiving the order. Please provide us with as much information as possible about the damage including photos if possible. We will work out a solution for you at no cost to yourself. We reserve the right to refuse complaints of damage outside of a 14 day window from the items arrival, likewise we reserve the right to levy appropriate surcharges for issues raised after said 14 day period has expired.

If an item is damaged in transit, or otherwise faulty, Pallet Town Ltd will provide a prepaid returns label for domestic customers to return items, at no cost to the customer. If the item remains intact but you have changed your mind or have another reason for return, the return postage cost will be paid by the customer.

Specific Note on Booster Packs: In the unlikely event there is a damaged card found within a booster pack we will only be able to replace the booster pack as being faulty, we will not be able to replace the specific card. Should this rare occurrence happen to you, it may actually be worth contacting the manufacturer regarding replacing a specific damaged card within a booster, but unfortunately they are generally not obligated to do so.

Order lost in transit
Should you report an item as having not being received, we reserve the right to re-send the original order or issue a refund. Although we will always aim to replace any lost items, unfortunately we cannot be held liable for any consequential losses.

Orders returned due to incomplete or erroneous address
It is the customers responsibility to provide a complete and correct delivery address. In the event that goods are posted but returned due to unknown delivery address or another error on the customers part we reserve the right to invoice for additional postage costs before dispatching item(s) again.

Errors and Shortages on Orders
Although every care is taken to ensure absolute accuracy on the shipments we sent out to you there may be rare occasions where an error could have occurred at the time of dispatch or even in transit. In this circumstance you are required to notify us within 3 days of receipt of the delivery and we will do our best to put the problem right. Should we not hear from you within 3 working days of the deliveries receipt you are deemed to have accepted that the goods received are all correct and as you ordered.

This is necessary as in many cases, if acted on quickly, mistakes with transit can be rectified if we contact the courier soon enough to investigate, but after a couple of days have passed it becomes a near impossibility to retrieve/recover items from couriers.
 

Email info@pallettown.co.uk if you have any questions about our returns policies.