Refund policy
Returns, Cancellations & Claims Policy
This policy explains how returns, cancellations, damaged items, lost parcels and claims are handled at 120HP. If you are unsure about anything in this policy, please contact us before returning or opening any items.
Returns Address
120HP Ltd
The Old Cold Stores,
Goshen Farm,
Brenchley Road,
Matfield,
TN12 7DT
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.
Right to Cancel (Unopened Items Only)
You may request to cancel your order by notifying us within 14 days of receiving your order, 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 costs for cancellations are the responsibility of the customer.
Refunds are only issued after returned items have been received and inspected. Items returned that do not meet the conditions above may not be eligible for a refund.
Cancellations After Dispatch
Orders should be cancelled before dispatch where possible. If an order is cancelled after it has been dispatched, the item must be returned unopened, unused, and in the condition received.
Faulty or Damaged Items
If an item arrives faulty or damaged, please contact us as soon as possible and no later than 30 days from delivery. The sooner you notify us, the easier it is for us to resolve the issue.
If your parcel arrives damaged, please provide the following:
- Clear photos of the outer parcel showing the shipping label
- Clear photos of the damage to the item
If a sealed product appears damaged, please do not open it, as we may require it to be returned for inspection or replacement.
Lost Parcels
If your parcel has not arrived, please contact us and we will advise the next steps. Courier investigations must be completed before refunds or replacements can be issued.
For Royal Mail deliveries, please allow up to 10 working days after the expected delivery date before a missing parcel claim can be escalated.
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
If you have any questions or need assistance, please contact us at hello@120hp.co.uk.
This policy does not affect your statutory rights under UK consumer law.