Refund policy
Thank you for shopping with Mana Vault Shop. We want you to be satisfied with your purchase. This Return & Refund Policy explains your rights and how returns, refunds, and exchanges are handled.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 calendar days of receiving your goods, without giving a reason.
To exercise your right to cancel, please contact us using the contact details provided below and include:
- your order number
- your name
- the item(s) you wish to return
Once you notify us of cancellation, you have a further 14 days to return the goods to us.
2. Return Eligibility
To be eligible for a return:
- Items should be returned in a condition consistent with reasonable inspection and handling.
- You may inspect and handle products as you would reasonably be allowed to do in a physical retail store.
- Items should, where possible, be returned in their original packaging.
- Proof of purchase or order confirmation must be provided.
We reserve the right to reduce the value of a refund if the item has been handled beyond what is necessary to establish its nature, characteristics, and functionality.
3. Non-Returnable Items
Certain goods may be exempt from cancellation and return rights where permitted by law, including:
- personalised or custom-made items
- perishable goods
- sealed goods unsuitable for return for health or hygiene reasons once unsealed
- digital content once downloading or streaming has begun with your consent
Sale or discounted items may still be returned in accordance with your statutory rights.
4. Trading Cards and Collectibles
Trading cards, sealed products, and collectibles may contain minor manufacturing imperfections, seal imperfections, packaging wear, print variations, centering differences, or cosmetic defects outside our control.
Unless explicitly stated otherwise:
- products are sold ungraded
- we do not guarantee specific pulls, rarities, grading outcomes, or investment value for sealed trading card products.
- condition assessments may be subjective
- product images are for illustrative purposes only
Minor imperfections to packaging or manufacturer sealing do not automatically qualify items as damaged or faulty.
Nothing in this section affects your statutory rights where items are genuinely faulty, damaged, or not as described.
5. Refunds
Once we receive your returned item, we will inspect it and notify you regarding the outcome of your return request.
If approved:
- refunds will be issued to your original payment method
- Refunds will be processed within 14 days of receiving the returned goods or satisfactory evidence that the goods have been returned.
Original standard delivery charges will be refunded where required under applicable law.
Please note that banks and card providers may require additional processing time before funds appear in your account.
6. Return Shipping Costs
Customers are responsible for return shipping costs unless:
- the item is faulty
- the item is damaged
- the wrong item was supplied
- the item is not as described
Shipping costs are non-refundable except where required by law.
We recommend using tracked shipping for returns, particularly for higher-value items or collectibles, as we cannot guarantee receipt of returned goods that are lost in transit.
7. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, incomplete, or incorrect, please contact us as soon as possible at:
Email: enquiries@manavaultshop.co.uk
Please include:
- your order number
- photographs of the issue where possible
- a description of the problem
We may request additional information to help investigate the issue.
Where applicable, we will arrange a replacement, repair, partial refund, or full refund in accordance with your legal rights.
Customers should report damaged, faulty, or incorrect items within a reasonable period after delivery.
8. Exchanges
We do not guarantee direct exchanges. If you would like a different item, we recommend placing a new order after your return has been approved.
9. Refused Deliveries and Unclaimed Parcels
If an order is refused at delivery or returned to us due to:
- unpaid customs charges
- repeated failed delivery attempts
- incorrect delivery information supplied by the customer
- unclaimed parcels
we may deduct any return shipping fees, customs charges, or carrier costs from any eligible refund.
10. International Orders
International customers are responsible for any customs duties, import taxes, VAT, handling charges, or similar fees imposed by their destination country unless otherwise stated at checkout.
Delivery delays caused by customs processing are outside our control.
11. Fraud Prevention
We reserve the right to refuse returns, refunds, or cancellations where we reasonably suspect:
- fraudulent activity
- abuse of return rights
- reseller abuse
- attempts to manipulate promotions or refunds
Nothing in this section affects your statutory rights.
12. Contact Us
If you have questions regarding this Return & Refund Policy, please contact us:
Mana Vault Shop
Email: enquiries@manavaultshop.co.uk
Website: https://www.manavaultshop.co.uk
Business address: 79 Adams Way, Croydon, CR0 6XR, United Kingdom