Refund policy
Refund & Returns Policy
At Winters Forge, we want you to be happy with your purchase. If something isn’t right, we’re here to help.
We offer a 30-day return window, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, items must be:
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Unused and unopened
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In the same condition you received them
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In original packaging with all seals intact
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Accompanied by proof of purchase
Sealed Product Policy (Trading Cards & Collectibles)
Due to the nature of trading card games and sealed collectible products, we cannot accept returns or refunds for any item that has been opened or had its factory seal broken.
This includes, but is not limited to:
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Booster packs
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Booster boxes
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Elite Trainer Boxes (ETBs)
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Premium collection boxes
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Starter decks or sealed deck products
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Collector tins
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Any item with factory shrink wrap or tamper seals
Once a seal has been broken, the item is considered used and non-returnable.
This policy protects against product tampering, pack weighing, box mapping, and card swapping, which are known risks within the trading card industry.
Randomised Product Disclaimer
Trading card products contain randomised contents.
We cannot offer refunds, exchanges, or replacements based on:
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Pull rates
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Specific cards received
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Duplicate cards
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Expected card values
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Perceived product value
Opening a sealed trading card product indicates acceptance of the randomised nature of the product.
Starting a Return
To request a return, please contact:
Returns must be authorised before being sent back.
Items returned without prior authorisation will not be accepted.
Approved returns should be sent to:
Winters Forge
9 Harland Close
LE9 1UQ
United Kingdom
Unless the item is faulty or incorrect, customers are responsible for return shipping costs.
Damaged, Faulty, or Incorrect Items
Please inspect your order upon delivery.
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery at:
Include:
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Your order number
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Photos of the item
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Photos of the packaging and shipping label
This helps us resolve the issue quickly and investigate with the delivery carrier if necessary.
Lost or Delayed Shipments
All orders are shipped using tracked postal services where applicable.
If a parcel is delayed or missing, we will assist with an investigation through the carrier (such as Royal Mail).
A parcel will typically be considered lost only after the courier’s official investigation period has passed, which may take up to 10–15 working days depending on the service used.
Refunds or replacements cannot be issued until the carrier investigation is completed.
Non-Returnable Items
The following items cannot be returned:
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Opened or unsealed trading card products
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Products with broken factory seals
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Sale items
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Gift cards
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Special order or personalised items
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Items damaged due to misuse or improper handling
Fraud Prevention
To protect our customers and business from fraudulent activity:
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We record product batch numbers and packaging details for certain sealed products.
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Returns may be refused if items show signs of tampering, resealing, or swapping.
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We reserve the right to refuse returns that do not meet our policy conditions.
In cases of suspected fraud or abuse of the returns system, orders may be cancelled or refused in the future.
Exchanges
The fastest way to exchange an item is to return the unopened product (once approved) and place a new order for the desired item.
EU 14-Day Cooling Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of delivery.
However, under consumer protection regulations, this right does not apply to sealed goods that have been unsealed after delivery.
This includes trading card products and other sealed collectible items.
Items must remain fully sealed and unused to qualify.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note it may take additional time for your bank or payment provider to process the refund.
If 15 business days have passed since your refund was approved, please contact: