Refund policy
Returns & Refunds
Return any unopened, sealed item within 14 days of delivery for a full refund. No restocking fee, no admin charge. Where an item is faulty, damaged, incorrect or not as described, we also cover the cost of returning it.
To begin a return, email returns@halalplug.com with your order number. We aim to respond within 2 business days.
Authenticity guarantee
Every item we sell is factory sealed. We do not weigh, search, open or reseal product at any stage. If an item arrives is not the product described please contact us immediately.
Changing your mind
You may return any unopened, sealed item within 14 days of delivery.
- Email us within 14 days of delivery.
- Return the item within 14 days of our confirmation.
- We process your refund within 3 business days of receiving it.
Where you selected a premium delivery option, we refund the standard rate. You are responsible for the cost of return postage; we recommend a tracked service, as the goods remain your responsibility until they reach us.
If you cancel before dispatch, we refund the order in full, including delivery.
These arrangements reflect your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Sealed product returned opened
Where sealed product is returned opened, searched or resealed, we may reduce your refund to reflect the resulting reduction in the item's value. Any deduction will be explained to you before your refund is processed. This does not apply where the item was faulty or not as described.
Faulty, damaged or incorrect items
Where an item is faulty, damaged or incorrect we cover return postage and refund you in full, including delivery. You have 14 days from delivery to notify us.
We treat each of the following as our responsibility to resolve:
- An item that is not genuine, or not the set, product type or language described
- A seal that is broken, resealed or shows evidence of tampering on arrival
- An incorrect item, or an item missing from your order
Collectible products: what does not constitute a fault
We set this out plainly so that expectations are clear before you order.
- Contents of sealed product. Cards are randomised by the manufacturer. We do not weigh or search product, which is the basis on which sealed product is sold. The specific cards contained in a box are not something we can influence or guarantee.
- Market value. The resale value of collectible product fluctuates. A change in market value following your purchase is not a defect.
- Minor packaging wear. We do not sell products as graded or guaranteed mint-condition packaging, and we make no such representation. Light shelf wear to outer packaging is normal for sealed product. If packaging condition is material to your purchase, contact us before ordering and we will describe the specific item accurately.
Parcels, lost or undelivered
All orders are dispatched tracked and insured. Until an order is delivered to you, it remains our responsibility.
- Not received: contact us and we will investigate with the carrier. Once an item is confirmed lost, you may choose a replacement or a full refund.
- Recorded as delivered but not received: please check with neighbours and any nominated safe place, then contact us and we will raise it with the carrier.
Delivery address errors
Delivery addresses cannot be amended once an order is placed, so please check your details carefully at checkout. If you identify an error, email contact@halalplug.com immediately. Where the order has not been dispatched, we will cancel it and refund you in full so that you can reorder.
Pre-orders
Pre-orders may be cancelled at any time before dispatch for a full refund. Your return period begins on delivery, not on the date of order. Where a release date changes or our allocation is reduced, we will notify you and you may cancel. We will not substitute an alternative product without your agreement.
Exchanges
We do not operate an exchange process. Please return the original item and place a new order. This does not affect your right to a repair or replacement where an item is faulty.
If you remain dissatisfied
Email contact@halalplug.com and we will review the matter again. Nothing in this policy affects your statutory rights.