Refund policy
PixelPrism Refunds & Returns Policy
At PixelPrism, we want you to feel confident when buying cards for your collection. Every card is checked before dispatch and, unless clearly stated otherwise, our cards are supplied in good collectable condition, normally Near Mint or better.
Because trading cards are collectible items with condition-sensitive value, we handle returns carefully and fairly. This protects genuine collectors while helping us keep prices sensible and stock available.
Damaged, Incorrect or Faulty Items
If your order arrives damaged, incorrect, or not as described, please contact us within 48 hours of delivery with your order number and clear photos of:
The card or cards affected
The packaging
Any visible damage to the envelope, mailer or parcel
Where possible, we will replace the affected card. If a replacement is not available, we will offer a refund for the affected item.
Please do not attempt to return any cards without contacting us first.
Bulk Cards and Low-Value Singles
Every card we sell is checked while booking in stock and again before dispatched. For bulk cards and low-value singles, this is a practical visual check for obvious damage, rather than a full individual grading process.
Our aim is always to supply clean, good-condition cards that collectors will be happy to add to their sets. Unless stated otherwise, bulk cards and low-value singles are supplied in good collectable condition, normally Near Mint or better.
Because trading cards are mass-produced, small print variations, centering differences, minor factory marks or other normal manufacturing characteristics may occasionally be present.
We take care when checking cards, but we are human, and very occasionally a mistake may happen. If you receive a card that is damaged or significantly below the condition described, please contact us with your order number and a clear photo of the affected card.
Where possible, we will replace the affected card. If a replacement is not available, we will refund the affected card.
Higher-Value Cards
For individual cards usually priced at £10 or more, we are happy to provide photos of the actual card on request before you order. This allows you to check the card’s condition, centering and overall appearance before making a decision.
If condition is especially important to you, we strongly recommend contacting us for photos before placing your order. We’re collectors too, so we completely understand wanting to check the details first.
Once an order has been placed and dispatched, returns relating to condition, centering or appearance will be handled in line with our usual returns policy.
Change-of-Mind Returns
If you change your mind after receiving your order, please contact us within 14 days of delivery.
Returned cards must be:
The exact same cards supplied by PixelPrism
In the same condition as received
Returned securely packaged
Returned using a tracked postal service
The buyer is responsible for return postage unless the item is damaged, incorrect or not as described.
Refunds will only be issued once the returned cards have been received and inspected. If the returned item is not the same card supplied, or has been damaged, swapped, altered, or returned in a different condition, we may refuse the refund or make an appropriate deduction.
Return Fraud and Card Swapping
To protect genuine customers and collectors, we record and check order details carefully. Any returned card must match the card originally supplied. Note: we capture detailed images of every card before shipment to ensure returns match the card we shipped.
We reserve the right to refuse a refund where we believe a card has been swapped, altered, damaged after delivery, or is not the original item supplied by PixelPrism.
How to Contact Us
To report an issue or request a return, please contact us ideally via our contact page, or at hello@pixelprism.co.uk, quoting your order number and details of the problem.
We aim to resolve genuine issues quickly and fairly.