Refund policy
Returns & Refunds Policy
Last updated: September 2026
At Tyneside TCG, we specialise exclusively in the sale of individual Pokémon Trading Card Game singles.
Every card is inspected before being listed and again as part of our fulfilment process. We take care to ensure that cards are accurately described and that the correct card is supplied with every order.
This policy explains how cancellations, returns and refunds are handled and is intended to operate alongside your rights under UK consumer law.
Ownership of Pokémon Singles
The Pokémon singles listed and sold through the Tyneside TCG website are owned by Aqua TCG.
Tyneside TCG operates the online store and manages the listing, sale, order processing, fulfilment and customer service associated with these singles under its commercial arrangement with Aqua TCG.
The ownership of the underlying stock does not alter the customer's purchasing experience. Customers purchasing through the Tyneside TCG website should deal directly with Tyneside TCG regarding their order, including any questions, issues, cancellations or matters covered by this policy.
Change-of-Mind Returns
Due to the collectible nature of Pokémon Trading Cards and the risk of card swapping, Tyneside TCG does not accept change-of-mind returns on Pokémon singles.
Once a Pokémon single has been purchased and dispatched, we do not accept the card back simply because the customer has changed their mind, no longer wants the card, or has decided they do not wish to keep it.
This policy does not affect any statutory rights that cannot legally be excluded or restricted.
Where a card is faulty, damaged, incorrectly supplied or not as described, the matter will be dealt with in accordance with applicable UK consumer law.
Card Swapping, Alteration & Tampering
Because individual Pokémon cards are collectible items, we take particular care to protect against card swapping and other forms of tampering.
Cards are checked before dispatch and may be photographed or otherwise recorded as part of our fulfilment and inventory processes.
We do not accept a purported return where there is evidence that:
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A different card has been substituted for the card supplied;
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The card has been altered, marked or damaged after dispatch;
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The card has been deliberately tampered with;
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The card has been replaced with another copy of the same card; or
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The condition of the returned card is materially different from its condition when dispatched.
Where appropriate, our records may be used to verify the identity and condition of a card.
This does not affect a customer's statutory rights where an item is genuinely faulty, damaged in transit, incorrectly supplied or not as described.
Cancelling an Order
If you wish to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to cancel an order where the request is received before the order has entered the fulfilment or dispatch process.
Once an order has been processed for dispatch, cancellation may no longer be possible.
Where an order cannot be cancelled before dispatch, this does not affect any statutory cancellation rights that may apply under UK consumer law.
Cancellation requests should be sent to:
Damaged, Incorrect or Faulty Cards
If your order arrives damaged, contains the wrong card, or you believe that a card is faulty or was not as described, please contact us as soon as possible.
Please provide:
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Your order number;
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A description of the issue;
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Clear photographs of the card; and
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Clear photographs of the packaging where relevant.
We will investigate the issue and assess the appropriate remedy in accordance with the Consumer Rights Act 2015 and other applicable UK consumer legislation.
Depending on the circumstances, the appropriate remedy may include a refund, replacement or another remedy available under applicable law.
Refunds
Where a refund is approved, it will normally be made to the original payment method used for the purchase.
Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider.
Any refund will be processed in accordance with applicable UK consumer law.
Items Returned Due to Failed Delivery
If an order cannot be delivered and is subsequently returned by the postal or delivery service, the item may be received and handled at our designated address used for failed-delivery returns.
Our designated address for this purpose is:
Aqua TCG
10 Roman Forum
The Crescent
Metrocentre
Gateshead
NE11 9XR
UK
This is not a customer returns address. Do not send a return to this address unless Tyneside TCG has specifically instructed you to do so.
If a parcel is returned to this location following a failed delivery, we will contact the customer where appropriate to arrange the next steps.
Registered Office
Tyneside TCG's registered office is:
Tyneside TCG
Collingwood Buildings
38 Collingwood Street
Newcastle Upon Tyne
NE1 1JF
UK
This is a non-customer-facing registered office and is not used for customer returns.
Please do not send parcels, returns or other customer items to the registered office address.
Sending an item to the registered office does not constitute an authorised return.
Returns Authorisation
If a return is considered appropriate under this policy or applicable UK consumer law, please contact Tyneside TCG before sending anything back.
We will provide the appropriate return instructions and address.
Customers should not send items to the Tyneside TCG registered office or to the Aqua TCG address unless specifically instructed to do so.
Where a return is authorised, the item should be packaged securely and returned using an appropriate delivery service.
Fair Use
We take the protection of collectible cards seriously.
Any suspected attempt to swap, substitute, alter or deliberately damage a card may result in the matter being investigated before any refund or other remedy is provided.
Where we have evidence that the item returned is not the item originally supplied, or that its condition has been materially altered after dispatch, we reserve the right to refuse the purported return, subject always to the customer's statutory rights.
Contact
If you have an issue with an order, please contact Tyneside TCG rather than Aqua TCG.
Tyneside TCG
Email: contact@tynesidetcg.co.uk
Please contact us before sending any item back so that we can provide the correct instructions.
Agreement
By placing an order through the Tyneside TCG website, you acknowledge that you have had the opportunity to read our:
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Returns & Refunds Policy
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Shipping Policy
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Terms of Service
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Privacy Policy
Our policies are available on our website: