Refund Policy

Last updated: 27th November 2025

At Wintles Workshop Ltd, we want every customer to be happy with their purchase. We work hard to make sure our products are accurately described, carefully packed and sent out quickly. If something is not right, we will always do what we can to fix it.

This policy explains how refunds work, what you can expect from us and what we need from you to help resolve any issues.

Order Issues and Incorrect Items

If you receive the wrong item, a missing item or something that does not match the product listing, please contact us within 48 hours of receiving your order. We will investigate the issue as quickly as possible and offer a replacement, store credit or a refund depending on what is most suitable at the time.

We may ask for clear photos so we can verify the problem. This helps us prevent future mistakes and keeps our records accurate.

Condition of Singles

All raw Pokémon singles are sold in the condition stated on the product page. Our grading is subjective and based on our experience handling thousands of cards. If you believe a card arrives in a significantly different condition to what was described, please contact us as soon as possible with clear photos of the front, back and any areas of concern.

Claims relating to card condition must be made within 48 hours of delivery.

Graded Cards

All graded cards are sold as seen and as stated by the grading company. Because grading is a third party service and the condition is guaranteed by them, returns for graded cards are only accepted if the item arrives damaged or incorrect.

Sealed Products

Sealed products cannot be returned once opened. If an item arrives damaged in transit, please contact us within 48 hours with photos of the outer packaging and the item itself so we can raise this with the courier and arrange a suitable resolution.

Manufacturing issues inside sealed products (for example missing packs or factory errors) must be handled directly with The Pokémon Company International. We cannot accept returns for factory related issues.

Change of Mind Returns

If you change your mind about a purchase, please contact us within 14 days of receiving your order. Items must be returned in the same condition they arrived in. This means unopened, unused, and with all original packaging.

Return postage for a change of mind is the responsibility of the customer. Once the item reaches us and we have confirmed it is in its original condition, we can issue either a refund or store credit.

We reserve the right to refuse a return if the product has been opened, damaged or is not in the condition stated above.

Refund Options

Depending on the situation, we may offer one of the following:

  • A full refund to your original payment method

  • Store credit for the value of the item

  • A replacement item where stock is available

Refunds are usually processed within 3 to 5 working days once the returned item has been received and checked. Processing times may vary depending on your payment provider.

Shipping Costs

Shipping costs are non refundable unless the return is due to an error on our part or the item arrived damaged or incorrect.

For international customers, any customs fees, import duties or taxes are not refundable.

How to Start a Return

To start a return, contact us by email at [your email here] with the following:

  • Your order number

  • A description of the issue

  • Photos if relevant

  • Whether you prefer a refund, store credit or a replacement

We will always reply promptly and guide you through the next steps.

Items Not Eligible for Return

The following items cannot be returned:

  • Opened sealed products

  • Digital items or code cards

  • Clearance items listed as non returnable

  • Items damaged due to misuse or improper handling

Lost or Delayed Parcels

If your parcel has not arrived within a reasonable timeframe, please contact us. For tracked services, we will help investigate with Royal Mail or the relevant courier. Refunds for lost parcels can only be issued once the courier has confirmed the parcel is officially lost.

Our Commitment to You

We understand that collecting Pokémon cards is a hobby built on trust. Whether you buy singles, sealed products or graded cards, you can expect honesty, clear communication and fair resolutions from us every time.

If you ever have any concerns, please reach out. We are here to help.