Refund policy

Return & Refund Policy

At infinitygrails.co.uk, we strive to ensure our customers are satisfied with every purchase. However, due to the nature of collectible trading cards, our return policy is specific and limited to protect the integrity of our products.

Eligibility for Returns

We offer a 7-day return policy, which means you may request a return within 7 days of receiving your order, but only for sealed products. These include sealed booster boxes, bundles, and factory-sealed Pokémon merchandise.

To be eligible for a return:

  • The item must be in the exact condition you received it
  • It must be sealed, unused, and undamaged
  • The item must be in its original, unopened packaging
  • You must provide a receipt or proof of purchase

Items that do not meet these conditions will not be accepted for return.

Non-Returnable Items

Due to the high risk of card tampering and swapping, we do not accept returns on the following:

  • Single trading cards (loose)
  • Graded cards / slabs
  • Opened or partially used products
  • Sale or clearance items

These sales are final and non-refundable under any circumstances.

How to Initiate a Return

To request a return, email our support team at info@infinity-biz.com within 7 days of delivery. Please include:

  • Your full name
  • Order number
  • Item(s) you wish to return
  • Reason for the return
  • Clear photos (if applicable)

We will review your request and respond within 2 business days. If your return is approved, you will receive instructions on how and where to send the item.

Important: Returns sent without prior approval will not be accepted.

Return Shipping

If a return is approved, we may provide a pre-paid return label depending on the situation. However, return shipping costs are generally the responsibility of the customer unless the return is due to our error (e.g., wrong item or damaged product).

All returns must be sent to:
3 Whinham Green, HP18 0XJ Aylesbury, United Kingdom

Damaged or Incorrect Items

We take great care in packaging every order. However, if your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Be sure to include detailed photos of both the packaging and the item so we can resolve the issue promptly.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be issued to your original payment method within 10 business days
  • If rejected (due to opened or damaged product), no refund will be issued

Please note that your bank or payment provider may take additional time to process and post the refund to your account.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@infinity-biz.com.

Need Help?

For any questions related to returns, damaged items, or product concerns, reach out to us at info@infinity-biz.com — we’re here to help!