Refund, Returns and Cancellation Policy

Section 1

About this policy

Creator Clash is operated by I Made This Limited, a company registered in the United Kingdom. We currently deliver only to addresses within the United Kingdom.

This policy applies to consumers buying physical products directly from the Creator Clash website, including booster packs, pre-made decks, collection products, playmats, bundles, accessories and other physical merchandise.

Your statutory rights apply equally to products bought in a sale or with a discount. Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer law.

If you purchased a product from another retailer or third-party seller, please contact that seller about your return. This policy covers purchases made directly from us.

Section 2

Cancelling before dispatch

You may cancel an order before it is dispatched, including a pre-order. Please tell us as soon as possible using the support form, by email, by post, or by another clear statement using our contact details.

If we stop the order before dispatch, we will refund everything you paid for the cancelled order, including its delivery charge, without undue delay and within 14 days of your cancellation notice.

If dispatch is already under way, we may be unable to stop the parcel. Your cancellation remains valid, and we will help arrange its return under the sections below. You do not need our approval to exercise your statutory cancellation rights.

Section 3

Changing your mind

You can cancel your online purchase without giving a reason. You may cancel from the time you place your order until the end of the 14-day period starting on the day after you, or someone you nominate other than the delivery carrier, receive the products.

For one order containing products delivered on different days, the period starts on the day after the last product arrives. For a product delivered in separate lots or pieces, it starts on the day after the final lot or piece arrives.

Send a clear statement that you wish to cancel. You can use our support form, email, post or the model cancellation form, but you do not have to use a particular form or give a reason. It is enough to send your notice before the cancellation period ends; you do not need to wait for our reply.

We will acknowledge cancellations submitted through our website support form by email without delay. Your cancellation does not depend on receiving that acknowledgement.

If you are sending the products back yourself, send them without undue delay and within 14 days after telling us you are cancelling. If we have offered to collect them, we are responsible for arranging collection; please make them available on the agreed date. A delay by us or our appointed courier will not reduce your rights.

These cancellation and return periods use calendar days. Where a cancellation, return or refund deadline under the Consumer Contracts Regulations ends on a Saturday, Sunday or bank holiday, it extends to the next working day.

Section 4

Product condition and handling

You may handle products as reasonably necessary to establish their nature, characteristics and functioning, in the same way that you reasonably could in a shop.

For a change-of-mind return, we may reduce the refund to reflect an actual loss in value caused by handling beyond this level. We will assess each return individually and explain the amount and basis of any deduction. We will not make such a deduction if we have failed to provide the cancellation information required by law.

Please take reasonable care of products and, where possible:

• Return the original packaging and all included cards, components and accessories.
• Avoid unnecessary use, marks, damage or wear.
• Package the return securely to protect it during transport.

Original packaging is helpful, but it is not an absolute condition of your statutory rights. We do not make a deduction merely because packaging was opened as reasonably necessary to inspect a product. The handling rules for change-of-mind returns do not replace your rights concerning faulty or misdescribed goods.

Section 5

Booster packs and random contents

Some Creator Clash products contain randomly selected cards. Particular cards, rarities or combinations are guaranteed only where the product description expressly says so. Not receiving a preferred card or combination is not, by itself, a product fault.

Opening a sealed booster pack reveals its contents and may reduce its resale value. If you cancel after opening a pack, we will assess whether the handling went beyond what was reasonably necessary to establish the product's nature, characteristics and functioning, and whether that handling caused an actual loss in value.

Opening a pack does not automatically remove your cancellation rights or result in a zero refund. Any lawful deduction will reflect the actual loss caused by excessive handling, and we will explain it to you.

Your rights concerning faulty, damaged, incomplete or misdescribed products continue to apply, including where you needed to open a pack to discover the problem. If the contents fail to meet an advertised guarantee, please contact us.

Section 6

Return collections and costs

We can arrange for DPD to collect your return from your UK address on an agreed date. If DPD cannot serve your address or collect the parcel, we will discuss a suitable alternative return method with you.

For change-of-mind returns, you are responsible for the return transport cost. Before booking a collection, we will confirm the total charge, including any applicable VAT, and ask you to expressly agree to that amount being deducted from your refund.

The charge will not exceed the actual cost of arranging the collection. We will not book a chargeable collection or deduct its cost without your agreement. We do not add administration, restocking or refund-processing fees.

If you prefer to arrange your own return, you may send the products to our published returns address using a suitable postal or courier service. You pay the direct postage cost of a change-of-mind return. If we did not tell you before purchase that you would bear return costs, we will bear those costs.

Where a return is required because a product is faulty, damaged on arrival, incorrect or not as described, we will arrange collection or another suitable return method at our expense. We will cover the reasonable return costs if you return it yourself. Please contact us so we can help arrange this.

Please package the products securely and retain any collection receipt or proof of postage. Once you hand a securely packaged return to our appointed collection courier, we will handle any loss or damage during its onward journey.

If our courier misses the agreed collection, please contact us so we can rearrange it without an additional collection charge. A delay by us or our courier will not reduce your statutory rights or extend our statutory refund deadline.

Section 7

Refunds for change-of-mind cancellations

We will refund the price paid for the cancelled products, subject to any lawful deduction for excessive handling and any collection charge you have expressly agreed we may deduct. Any deduction will be explained in your refund breakdown.

If you cancel the whole order, we will also refund the original delivery charge up to the cost of our least expensive standard delivery option. If you chose a more expensive service, the additional cost is not refundable under the statutory change-of-mind rules. See bundles and partial returns if you are returning only part of an order.

When we offer collection

Where we have offered to collect products following your statutory cancellation, we will issue your refund without undue delay and no later than 14 days after you inform us that you are cancelling. This deadline does not depend on the products arriving back with us.

When we have not offered collection

Where we have not offered collection and you are returning products yourself, we may withhold the refund until we receive the products or evidence that you have sent them back, whichever happens first. We will then issue the refund without undue delay and within 14 days of that event.

Refund method

We will use the same payment method you used for the original purchase unless you expressly agree otherwise. We will not charge a fee for issuing the refund or require you to accept store credit instead of a refund to which you are entitled.

Refunds for orders stopped before dispatch are covered in section 2. Refunds for faulty or misdescribed goods are covered in section 8.

Section 8

Faulty, damaged or incorrect products

We must supply products that are of satisfactory quality, fit for their usual purpose and any particular purpose agreed with us, and as described. Please contact us if a product arrives damaged, is faulty, is incorrect, is missing advertised contents or does not match its description.

Your first 30 days

If a product fails to meet these requirements when supplied, you normally have 30 days, starting on the day after delivery, to reject it for a full refund. You can choose this remedy without first accepting a repair or replacement. If you request or agree to a repair or replacement during this period, the rejection period is paused while you wait, with at least seven days to assess the repaired or replacement product once you receive it.

After the first 30 days

Your rights continue after 30 days. You can normally require a repair or replacement, unless your chosen remedy is impossible or disproportionate compared with the other. We will provide the remedy at our expense, within a reasonable time and without significant inconvenience to you.

If one repair or replacement attempt fails, both remedies are unavailable, or the remedy is not provided within a reasonable time and without significant inconvenience, you can normally choose to keep the product with an appropriate price reduction or reject it for a refund. No deduction for use applies to our products when you exercise the final right to reject within the first six months. After that, a deduction for use may apply where permitted by law.

For repair, replacement and the related price-reduction or final-rejection remedies, a fault discovered within six months of delivery is generally presumed to have existed at delivery unless we establish otherwise or that presumption is inconsistent with the nature of the product or fault. After six months, you may need to show that an underlying fault was present at delivery. Your rights do not automatically end at six months.

Reporting a problem and receiving a refund

Please report problems as soon as reasonably possible so we can help. You do not lose your statutory rights simply because you did not report damage within 24 or 48 hours. We may ask for a description, photographs or other reasonable evidence to help assess the issue. Photographs and original packaging are not absolute conditions of a valid claim.

Fault-related refunds will be issued without undue delay and within 14 days of us agreeing that you are entitled to a refund, using the original payment method unless you expressly agree otherwise. We will assess claims promptly and cover reasonable return costs as described in section 6.

Normal wear and tear, or damage caused after delivery by misuse, accidental damage, improper storage or alteration, is not an inherent product fault. This does not affect a claim for a separate fault for which we are responsible.

Section 9

Bundles, promotions and partial returns

When returning a complete bundle, please include all products, components and promotional items supplied as part of it. Where items can be returned separately, the refund will reflect the amount actually paid for the returned items, taking a fair, proportionate allocation of any bundle or order discount into account.

We will not automatically reprice retained products at their full retail price or deduct an advertised retail price for a promotional gift. Any deduction must have a lawful basis and will be explained to you. Bundle and promotional arrangements do not remove your statutory rights concerning faulty products.

For a change-of-mind return of only part of an order, we will refund any standard delivery charge attributable solely to the returned products. If the original delivery charge would have been the same for the products you keep, that charge is not refunded. If the whole order is cancelled, the delivery refund rules in section 7 apply.

Section 10

Pre-orders and delivery problems

You can cancel a pre-order before dispatch. Once it is dispatched, the usual cancellation and return rights in this policy apply. The period for changing your mind after delivery starts when you receive the products, not when you place or pay for the pre-order.

We will explain the expected delivery arrangements before you order and let you know about delays. Unless a different delivery time or period has been agreed with you, we must deliver without undue delay and within 30 days of the order being placed.

If we refuse to deliver, or miss a delivery deadline that was essential in the circumstances or that you told us before ordering was essential, you can end the contract immediately. Otherwise, you can give us a reasonable further delivery deadline and end the contract if we miss it. We will refund the payments due for the cancelled order without undue delay. Your separate change-of-mind cancellation rights remain available as described above.

Products sent using our delivery services remain our responsibility until they are delivered to you or a person you nominate to receive them. If a parcel is lost, damaged or delivered incorrectly by our courier, please contact us and we will handle the issue with the courier.

Section 11

How to request a cancellation or return

1. Tell us that you wish to cancel or report a problem using our support form, by email, by post or by another clear statement. Our contact details are below.
2. Provide your name, the affected products and enough information to identify your purchase, such as your order number or the email address used to order.
3. For a problem with the products, describe what is wrong and provide photographs where reasonably possible. You do not need to give a reason for a change-of-mind cancellation.
4. If you would like collection, we will agree the arrangements with you and confirm any change-of-mind collection charge for your express agreement before booking. Otherwise, send your return to the address below within the applicable deadline.
5. Package the products securely and retain proof that you handed them to our collection courier or sent them back.

You do not need a return-authorisation number or our approval to make a valid statutory cancellation. Please do not delay sending a cancellation notice while waiting for return instructions.

We may ask for reasonable proof of purchase. An order confirmation, receipt, payment record or other evidence identifying a purchase from us can be used; an original paper receipt is not essential.

Section 12

Model cancellation form

You may copy or print the form below and send it to us by email or post. You do not have to use this form; any clear statement that you wish to cancel is sufficient.

Complete and return this form only if you wish to withdraw from the contract.

To: I Made This Limited
29 Sutherland Drive, Lowestoft, England, NR32 4LP
Email: info@creator-clash.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*),

____________________

Ordered on (*)/received on (*): ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

____________________

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

Date: ____________________

(*) Delete as appropriate.

You may also include your order number to help us identify the purchase.

Section 13

Contact and returns addresses

Business name: I Made This Limited, operating Creator Clash
Company number: 15540039

Registered office:
29 Sutherland Drive, Lowestoft, England, NR32 4LP

Business contact address, including postal cancellations:
29 Sutherland Drive, Lowestoft, England, NR32 4LP

Returns address:
29 Sutherland Drive, Lowestoft, England, NR32 4LP

Customer service email: info@creator-clash.com

Please use the returns address above when sending products back. You do not need separate permission to use this address for a statutory return. Include enough order information for us to identify your return.