Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If your item arrives faulty or damaged, or we sent you the wrong item, you have 30 days.

To be eligible for a return, your item must be in the same condition you received it. You do not need the original packaging. What matters is that the card is well protected for the journey back — sleeved, and in a rigid top-loader or card-safe mailer rather than a plain envelope. Cards that reach us bent, creased or damp because they were not packed properly may receive a reduced refund. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@twintraders.co.uk. Please note that returns will need to be sent to the following address:

Twin Traders
1 St Peter’s Road
Portslade
Brighton & Hove
BN41 1LS

If your return is accepted, we’ll send you instructions on how and where to send your package. Return postage for unwanted items is your responsibility. If the item is faulty or damaged, or we made a mistake with your order, we’ll send you a return shipping label and cover the cost. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@twintraders.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Some items cannot be returned: gift cards, and personalised or made-to-order items. Sealed products — booster boxes, packs, tins and similar — must be returned unopened. Please get in touch if you have a question about a specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Your legal right to cancel
If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of receiving it, for any reason and without giving a reason. This right is in addition to our returns policy above, and it applies to sale items as well as full-price ones.

To cancel, email us at info@twintraders.co.uk within 14 days of receiving your order. You then have a further 14 days to send the goods back. We will refund what you paid, including the standard delivery cost of the original order, within 14 days of receiving the goods back or of you showing us they have been sent.

You pay the cost of returning the goods when you cancel for this reason. We may reduce your refund to reflect any loss in value caused by handling the goods more than was necessary. A sealed product that has been opened can no longer be sold as sealed, so for those items the reduction may be the full value.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@twintraders.co.uk.