Returns, Cancellations & Claims

Clear guidance for sealed Pokémon TCG products, single cards, damaged items and delivery issues.


Important: Pokémon Trading Card Game products are collectible items. Opening sealed products or tamper-evident packaging removes the right to cancel, as authenticity and resale condition can no longer be verified. Please contact us before opening if you are unsure.

Returns Address

120HP Ltd
The Old Cold Stores,
Goshen Farm,
Brenchley Road,
Matfield,
TN12 7DT
Contact us before returning anything. Returns sent without approval may be refused or delayed.

Right to Cancel (Unopened Items Only)

You may request to cancel your order by notifying us within 14 days of delivery, provided the item is unused, in original condition, and has not been opened or tampered with.

  • Sealed Pokémon TCG products must remain unopened
  • Single cards must have intact tamper-evident packaging
  • Return postage for cancellations is paid by the customer

Refunds are issued only after returned items are received and inspected.

Cancellations After Dispatch

Orders should be cancelled before dispatch where possible. If cancelled after dispatch, items must be returned unopened and unused.

Faulty or Damaged Items

If an item arrives faulty or damaged, please contact us as soon as possible (up to 30 days from delivery).

Evidence required:
  • Photos of the outer parcel showing the shipping label
  • Photos of the damage

If a sealed product appears damaged, please do not open it.

Lost Parcels

If your parcel hasn’t arrived, please contact us and we will advise next steps. Courier investigations must be completed before refunds or replacements can be issued.

Royal Mail claims typically require up to 10 working days after the expected delivery date before escalation.

Claims & Investigation Timelines

Claims involving couriers, suppliers or manufacturers may take time to investigate. We are unable to issue refunds or replacements until the investigation has concluded.

Most claims are resolved within approximately 14 days of opening the claim, however this may take longer during peak periods or in complex cases.

Contact

Email: hello@120hp.co.uk

This policy does not affect your statutory rights under UK consumer law.