Refund policy

We want you to be happy with your purchase from VaultifyUK. This policy explains:

your legal right to cancel an online order within 14 days
the extra goodwill returns we offer up to 30 days after delivery
your rights if something is faulty, damaged, incorrect or not as described

Nothing in this policy affects your statutory rights.

At a glance

	Tell us by	Send the item back	Refund
Change of mind (your legal right)	14 days after delivery	Within 14 days of telling us	Within 14 days of receiving it, or of your proof of postage if sooner. Includes standard delivery
Goodwill return (our extra offer)	30 days after delivery	Within 14 days of telling us	Within 14 days of receiving it. Delivery not refunded
Faulty, damaged, incorrect or not as described	As soon as you can	We'll arrange it with you, at our cost	Within 14 days of agreeing a refund is due. Includes delivery

1. Your 14-day right to cancel

When you buy from us online, you can cancel your order for any reason within 14 days of the day you receive it. If your order arrives in more than one delivery, the 14 days start from the day you receive the last item. You don't need to give a reason.

How to cancel: tell us clearly, before the 14 days end, that you want to cancel. Email support@vaultifyuk.co.uk, use our contact form, or use the model cancellation form in section 9. Please include your order number.

Sending the items back: post the items back within 14 days of telling us you're cancelling. We'll give you the returns address when you contact us to start your return. You pay the cost of sending items back. We recommend a tracked service, and please keep your proof of postage.

Your refund:

We'll refund you within 14 days of receiving the items back, or within 14 days of you sending us proof that you've posted them, whichever is sooner.
Your refund includes the original delivery charge, up to the cost of the least expensive delivery option we offered for your order. For example, if you chose Tracked 24 when Tracked 48 was available, we refund the Tracked 48 price.
We refund to your original payment method and don't charge any fees.

Handling and loss in value: you can handle items as you would in a shop, to see what they are and check them. If an item comes back handled more than that, we may reduce your refund by the actual loss in its value.

For collectables, this matters most when packaging has been opened. Opening a factory-sealed pack, box or wrapper, or opening or tampering with a graded slab, isn't needed to inspect it and can reduce its value. If this happens, we assess each return individually, looking at:

the condition of the returned item
whether the original seal or slab has been opened
its realistic resale value in that condition

We'll explain any reduction and show you the evidence, such as photos taken when the return arrived. A reduction will never be more than the price you paid.

Items you can't cancel once delivered:

Goods sealed for health protection or hygiene reasons, if you unseal them after delivery. Where this applies, the product listing will say so.
Personalised or made-to-order items.

These exceptions don't affect your rights if an item is faulty, damaged, incorrect or not as described (section 3).

Digital gift cards: as well as your legal rights, we'll refund an unused digital gift card in full if you ask us within 14 days of buying it.

2. Our 30-day goodwill returns

As well as your 14-day right to cancel, we offer goodwill returns on eligible items. This is an extra we choose to offer, not a legal requirement.

Deadlines: tell us you want to return an item no later than 30 days after delivery. Then post it back within 14 days of telling us.

Conditions:

Items must come back in the same condition you received them, with all original packaging, accessories and contents.
Sealed products must still be factory sealed, and graded slabs must be unopened and untampered with.
We can't accept goodwill returns of opened trading card products, or returns because of pack contents or because a card didn't match your grading expectations.
You pay return postage, and the original delivery charge isn't refunded.

Refund: within 14 days of receiving the item, to your original payment method.

These conditions apply only to goodwill returns after the 14-day cancellation period. They never limit your rights for faulty, damaged, incorrect or misdescribed items.

3. Faulty, damaged, incorrect or not-as-described items

Everything we sell must be of satisfactory quality, fit for purpose and as described. If it isn't, you have rights under the Consumer Rights Act 2015:

Within 30 days of delivery: you can reject the item and get a full refund.
After 30 days, or if you prefer: you can ask us to repair or replace it. If repair or replacement isn't possible, takes too long, causes you significant inconvenience or doesn't fix the problem, you can ask for a price reduction or reject the item for a refund.
Within 6 months of delivery: a fault is assumed to have been there when you received the item, unless we can show otherwise. A refund in this period is in full.
After 6 months: you may still have a claim, but you may need to show the fault was there on delivery. A refund may be reduced to reflect the use you've had.
You can make a claim for up to 6 years after delivery (5 years in Scotland).

Where an item is faulty, damaged, incorrect or not as described, we cover reasonable return postage, and any refund includes the original delivery charge.

Please contact us as soon as you notice a problem, with photos of the item, the packaging and any damage. For damage in transit, telling us within 7 days of delivery helps us claim from Royal Mail quickly. It doesn't limit your rights.

4. Collectables and trading cards

Many of our products are collectables. Minor shelf wear, packaging imperfections or manufacturer variations shown or described in the listing aren't faults. Graded cards are sold with the grade given by the grading company. A different opinion of a card's grade isn't a fault, but it doesn't affect your 14-day right to cancel.

5. Exchanges

We don't offer direct exchanges. If you'd like a different item, return the original for a refund and place a new order.

6. Pre-orders

You can cancel a pre-order at any time before it's dispatched for a full refund. Once it's delivered, this policy applies in the same way as for any other order.

7. How to start a return

Contact us with your order number and tell us which items you're returning. You don't need to give a reason for a cancellation within 14 days, but it helps us if you do. We'll reply with the returns address and any instructions.

8. Contact

VaultifyUK Limited
Email: support@vaultifyuk.co.uk
Returns address: provided when you contact us to start a return.

9. Model cancellation form

Complete and return this form only if you want to cancel your order. You can also simply email us. Please don't post items to the address below; we'll give you the returns address when you contact us.

To: VaultifyUK Limited, Unimix House, Abbey Road, Unit 53C, London NW10 7TR, support@vaultifyuk.co.uk

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:

Ordered on* / received on*:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

*Delete as appropriate