Refund policy

At Parabox Games Ltd ("Parabox", "we", "us" or "our"), we aim to make the returns process as straightforward as possible whilst protecting both our customers and our business. This policy explains how returns, refunds, exchanges and delivery investigations are handled.

Nothing in this policy limits or excludes any statutory rights available to consumers under applicable UK law.

Consumer and Business Purchases

This policy applies to both consumer and business purchases.

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

A business customer is any person or organisation purchasing goods wholly or mainly for business purposes, including for resale.

Where there is uncertainty as to whether an order was placed as a consumer or for business purposes, we may request additional information and consider all relevant evidence, including (without limitation):

• billing details;

• company information;

• VAT invoice requests;

• quantities purchased;

• purchasing history;

• whether products were purchased for resale or commercial use;

• correspondence relating to the order; and

• any other relevant information available to us.

Nothing in this section affects any statutory rights that cannot legally be excluded.

Consumer Returns

Consumers may request a return within 14 days of receiving eligible goods.

To qualify for a return, items must:

• be unused;

• be returned in the same condition they were received;

• be complete with all accessories, promotional items and free gifts where applicable;

• be returned in their original, undamaged packaging; and

• be accompanied by proof of purchase.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or functioning, we reserve the right to make any deduction permitted by law from any refund.

Business Returns

Business purchases are not eligible for consumer cancellation rights.

Returns from business customers are accepted solely at our discretion unless otherwise required by law.

Where we agree to accept a business return, we reserve the right to:

• refuse the return;

• offer an exchange instead of a refund;

• issue store credit or a credit note instead of a monetary refund;

• deduct reasonable costs incurred in accepting the return; and

• apply additional reasonable conditions appropriate to the circumstances.

Reasonable deductions may include, but are not limited to:

• payment processing fees;

• packaging materials;

• labour costs;

• inspection costs;

• administration costs;

• shipping costs incurred by us; and

• reasonable restocking costs.

Starting a Return

To request a return, please contact: returns@parabox.co.uk

Returns must be authorised before being sent.

Returns sent without prior approval may be refused and returned to the sender.

Authorised returns should be sent to:

Parabox Games Ltd
Ground Floor
3 Millers Yard
Market Harborough
LE16 7PW

Returning Your Goods

Unless we expressly agree otherwise, all customers are responsible for arranging and paying for the return of goods to us unless the goods are faulty, not as described or we have supplied the incorrect item.

All returns must:

• be sent using a fully tracked postal or courier service;

• be securely packaged to prevent damage in transit;

• include adequate protective packaging;

• include any authorised returns information requested by us; and

• retain proof of postage and tracking until the return has been successfully delivered.

We cannot accept responsibility for returns lost or damaged during transit where these requirements have not been followed.

Inspection of Returns

All returned goods are inspected upon arrival.

We reserve the right to refuse any return which does not satisfy the requirements of this policy or which is returned in a condition different from that originally supplied (subject to your statutory rights).

Damaged, Faulty or Incorrect Goods

Please inspect your order as soon as possible after delivery.

If you receive goods which are:

• damaged;

• faulty;

• incomplete; or

• incorrect,

please contact us promptly at returns@parabox.co.uk.

We may request photographs of:

• the item;

• the outer packaging;

• internal packaging;

• shipping labels; and

• any damage present.

Where appropriate, we may also request further information to assist our investigation.

Where goods are confirmed to be faulty, not as described or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights.

Sealed Trading Card Products

Trading card products are sold as sealed manufacturer products.

The following do not constitute faults:

• randomness of contents;

• pull rates;

• card values;

• grading outcomes;

• centring;

• print lines;

• factory packaging imperfections; or

• other manufacturing variations accepted by the manufacturer.

Opening a sealed product because the contents are not as expected does not make the product faulty.

Final Sale Products

Products identified as Final Sale are excluded from our discretionary returns policy.

This does not affect your statutory rights where applicable.

Exchanges

If you wish to exchange an item, the quickest option is to return the original item (where eligible) and place a new order.

Missing Deliveries and Delivery Investigations

If you believe your order has not been received, you must notify us as soon as reasonably practicable.

Where delivery tracking indicates that an order has been delivered, you agree to cooperate fully with any investigation.

This may include (without limitation):

• checking with other occupants of the property;

• checking nominated safe places;

• checking with neighbours;

• reviewing available CCTV or doorbell footage;

• confirming the delivery address;

• providing photographs where appropriate;

• providing any information reasonably requested by us or the courier;

• reporting the missing delivery to the courier and cooperating fully with their investigation;

• providing any reference numbers issued by the courier;

• where theft is reasonably suspected, reporting the matter to the police and providing us with a valid crime reference number;

• providing confirmation that the theft has been reported to the courier; and

• signing a declaration confirming that the parcel has not been received where reasonably requested.

We reserve the right to liaise directly with the courier, payment providers, fraud prevention agencies and law enforcement authorities where appropriate.

Whilst many investigations are completed much sooner, complex investigations involving third parties may take up to 60 days before a replacement or refund can be authorised.

Knowingly providing false or misleading information during a delivery investigation may result in claims being refused and may be referred to the appropriate authorities or payment providers.

Abuse of this Policy

We reserve the right to refuse discretionary returns, suspend customer accounts or decline future orders where we reasonably believe this policy is being abused.

Examples include (without limitation):

• repeated unreasonable return requests;

• false or misleading information;

• fraudulent non-delivery claims;

• attempts to obtain refunds contrary to this policy; or

• any other dishonest or abusive conduct.

Nothing in this section affects any statutory rights.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved consumer refunds will normally be issued to the original payment method within 10 business days, although your bank or payment provider may require additional time to process the transaction.

Where a business return has been accepted, refunds may be provided by:

• store credit;

• credit note;

• bank transfer; or

• refund to the original payment method,

at our sole discretion.

If more than 15 business days have passed since your refund was approved, please contact returns@parabox.co.uk.

Questions

If you have any questions regarding this Returns & Refund Policy, please contact us at:

returns@parabox.co.uk