Refund policy
Last updated 18 August 2026
This page covers three different things, and it is worth knowing which one applies to you, because they work differently:
- You changed your mind. You have 14 days, for any reason. Section A.
- Something is faulty or not as described. You have more rights, and we pay the postage. Section B.
- We could not fulfil your order. We refund you automatically. Section C.
If you are not sure which applies, email hello@runestone-vault.co.uk and we will work it out with you. We would rather sort it than argue about which category it falls into.
Section A — Your right to cancel (change of mind)
Cancellation notice
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason.
The cancellation period expires 14 days after the day on which you, or a carrier you named, take physical possession of the goods. Where your order arrives in more than one parcel, the period runs from the day you receive the last item.
To exercise the right to cancel, you must inform us of your decision by a clear statement:
Jack Mackay trading as The Runestone Vault 7 Myrtle Close, Gloucester, GL4 6YP, United Kingdom hello@runestone-vault.co.uk
You may use our model cancellation form, but it is not obligatory — an email saying you want to cancel is enough.
To meet the cancellation deadline, it is enough for you to send your communication before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you — see "Sealed product" below, because this is where it matters most.
We will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- if earlier, 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.
You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us.
You will have to bear the direct cost of returning the goods if you are cancelling because you changed your mind. We do not pay return postage on change-of-mind returns. You will not bear that cost if the goods are faulty or not as described — see Section B.
How to send it back
- Use a tracked service. Until it reaches us it is your parcel, and without tracking neither of us can prove what happened to it.
- Pack it as well as we packed it. A card returned loose in an envelope will arrive damaged, and damage caused in transit back to us is a loss in value we can deduct for.
- Include your order number in the parcel.
- Return to: The Runestone Vault, 7 Myrtle Close, Gloucester, GL4 6YP.
Sealed product — please read this before you open it
Sealed trading card product is not exempt from the right to cancel. Some sealed goods are exempt under the Regulations — things sealed for health or hygiene reasons, and sealed audio, video or software — but sealed booster boxes, bundles, packs and scene boxes are not among them. You keep your 14-day right to cancel even after you open one.
What you do not keep is the full value.
You are entitled to handle goods as you would in a shop — to establish their nature, characteristics and functioning. For sealed product, that means examining the outside of the box. It does not extend to breaking the seal. Once a pack, box or bundle is opened, it can no longer be sold as sealed product, and the loss in value is very close to the whole of it.
So, plainly:
- You may cancel an opened sealed product and we must accept the cancellation.
- We will deduct from your refund the amount the goods have lost in value, which for opened sealed product is normally most or all of the purchase price, and we will explain the deduction in writing when we make it.
- If it is still sealed and undamaged, you get everything back, less your return postage.
If you are unsure whether to keep something, tell us before you open it. We will always rather have a conversation than a dispute.
Single cards
Single cards can be cancelled and returned under the same 14-day right, but the same principle about handling applies. Cards should come back in the sleeve and protection they arrived in. Play wear, bends, sleeve marks or handling damage that was not there when we sent it are a loss in value we can deduct for.
If you believe a card is not the condition we described, that is not a change of mind — that is Section B, and we pay the postage.
Section B — Faulty, damaged or not as described
This is separate from, and additional to, the right to cancel. It has no 14-day limit and we pay the return postage.
Under the Consumer Rights Act 2015 the goods we sell must be of satisfactory quality, fit for purpose and as described. For second-hand cards, satisfactory quality is judged against the condition we gave the card — a card sold as Played is not faulty for being played, but a card sold as Near Mint that arrives creased is.
Something is covered by this section if:
- it arrived damaged, including damaged in the post;
- it is not the item shown or named on the product page;
- a single card is materially below the condition we listed it at;
- a sealed item arrives already open, resealed or tampered with;
- an accessory or plush is faulty or missing parts.
What you get
- Within 30 days of delivery: a full refund including the delivery you paid, or a replacement if you would rather and we have one.
- After 30 days and within six months: a repair or replacement, and a refund if neither is possible.
- After six months: you still have rights for up to six years in England and Wales (five in Scotland), but you may need to show the fault was there when you received it.
How to start it
Email hello@runestone-vault.co.uk with:
- your order number,
- what is wrong, and
- a photograph, if it is something a photograph shows.
Do not post anything back before you have heard from us. We will confirm what we need and cover the postage — usually by sending you a prepaid label, which is cheaper for both of us than you paying and us refunding.
We aim to reply within two working days.
Damage in the post
Everything we send goes tracked, and post damage is our problem to solve, not yours to prove. Photograph the packaging as well as the item if you can — it helps us claim against Royal Mail — but a claim being difficult is never a reason for us to leave you out of pocket.
Section C — If we could not fulfil your order
We sell single cards of which we usually hold one copy, and we also list stock on other marketplaces. Occasionally something sells twice.
If that happens:
- we will email you as soon as we know, not when you chase us;
- we will refund that item in full and automatically, to your original payment method;
- we will not substitute a different card, a different condition, or offer credit instead of money unless you ask for it;
- if the rest of your order still ships, we will refund a fair share of the delivery charge with it.
You do not need to do anything to get this refund, and it does not use up any of your other rights.
The short version, for the order confirmation email
Use this block in the Shopify order confirmation template so the cancellation information reaches the customer in a durable form. A web page on its own does not satisfy Regulation 10.
Your right to cancel
You have the right to cancel this order within 14 days without giving any reason. The cancellation period expires 14 days after the day you receive the last item in your order.
To cancel, email hello@runestone-vault.co.uk with a clear statement that you wish to cancel, or use our model cancellation form: [link]
If you cancel, we will refund all payments received from you, including standard delivery, within 14 days of receiving the goods back or of you providing proof of return. You must send the goods back within 14 days of telling us, and you pay the cost of return postage. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary — for sealed product, opening it reduces its value to almost nothing, so please contact us before you open anything you are unsure about.
This does not affect your rights if something is faulty or not as described. In that case we pay the postage — just email us. Full details: [link to returns policy]