# Returns & Refunds Policy
Last updated: 14 May 2026
This Returns & Refunds Policy explains how cancellations, returns and refunds work for orders placed through CollectorUnited.
CollectorUnited is a trading name of ADENIUM HEALTH LTD, a company registered in England and Wales.
Company number: 15451380
Registered office: 71 Great Queen Street, London, England, WC2B 5AY
VAT number: GB 481366183
Email: giorgiacarlesso45@libero.it
Phone: +44 7449 706785
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## 1. Our Products
CollectorUnited sells physical collectible trading card products, including sealed boxes, booster packs and related collectible card items.
Many products sold on our website are preorder products. Preorder items are not immediately available for dispatch and will be shipped after the official release date or once stock has been received from suppliers.
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## 2. Your Right to Cancel
If you are a UK consumer buying online, you usually have the right to cancel your order within 14 days after receiving your goods, without giving a reason.
The cancellation period starts the day after you, or someone nominated by you, receives the goods.
If your order contains multiple items delivered separately, the 14-day cancellation period starts the day after you receive the final item in that order.
To cancel your order, please contact us at:
Email: giorgiacarlesso45@libero.it
Phone: +44 7449 706785
Please include your order number, name and email address used at checkout.
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## 3. Cancelling a Preorder Before Dispatch
You may contact us to cancel a preorder before it has been dispatched.
If your preorder has not yet been dispatched, we will review your request and, where applicable, cancel the order and refund the payment to the original payment method.
If the preorder has already been dispatched, you may still have the right to return the item after delivery under the cancellation rules explained in this policy.
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## 4. How to Return an Item
After telling us that you want to cancel or return an item, you must send the item back to us within 14 days, unless we agree otherwise.
Please contact us before returning any item so we can confirm the return instructions.
Return contact:
CollectorUnited
Trading name of ADENIUM HEALTH LTD
71 Great Queen Street, London, England, WC2B 5AY
Email: giorgiacarlesso45@libero.it
Phone: +44 7449 706785
We recommend using a tracked delivery service when returning items, especially for collectible products.
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## 5. Condition of Returned Items
Returned items must be sent back in their original condition, unused and with all original packaging where possible.
For sealed collectible trading card products, the sealed packaging is an important part of the product’s condition and value.
If you open, damage, alter or handle the sealed packaging beyond what is necessary to inspect the product, we may reduce the refund amount to reflect any loss in value.
This does not affect your statutory rights if the product is faulty, damaged, incorrect or not as described.
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## 6. Return Shipping Costs
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item to us.
If the item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will review the issue and provide return instructions.
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## 7. Refunds
Once we receive the returned item, or once you provide evidence that the item has been sent back, we will process your refund within 14 days.
Refunds will be made using the original payment method where possible.
We will refund the cost of the item and the standard delivery cost paid for the original order, where required by law.
If you selected a more expensive delivery option than our standard delivery service, we may only refund the standard delivery amount.
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## 8. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us as soon as possible.
Please include:
- your order number;
- your full name;
- photos of the item and packaging;
- a clear description of the issue.
Under UK consumer law, goods must be as described, of satisfactory quality and fit for purpose.
If there is a confirmed issue with your item, we will offer an appropriate solution. This may include a replacement, refund or another remedy depending on the circumstances and your legal rights.
Please do not return damaged, faulty or incorrect items before contacting us.
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## 9. Items That Cannot Be Returned in the Same Condition
Collectible trading card products can lose value if the sealed packaging is opened, damaged or altered.
You may inspect the product in a reasonable way, but you should not open sealed trading card products if you intend to return them as a change-of-mind return.
If sealed products are returned opened, damaged, incomplete or altered, we may make a deduction from the refund to reflect the reduction in value.
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## 10. Exchanges
We do not guarantee exchanges, as many preorder and collectible products may have limited availability.
If you would like to exchange an item, please contact us and we will confirm whether this is possible.
If an exchange is not available, we may offer a refund where applicable.
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## 11. Refund Times
After we approve and process your refund, the time it takes for the money to appear in your account depends on your bank, card provider or payment provider.
Payment provider processing times are outside our control.
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## 12. Orders Returned Due to Incorrect Address
You are responsible for providing a correct and complete delivery address at checkout.
If an order is returned to us because the address was incorrect, incomplete or the parcel was not collected, we may contact you to arrange redelivery.
Additional delivery charges may apply.
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## 13. Chargebacks and Payment Disputes
If there is a problem with your order, please contact us first so we can try to resolve it quickly.
Email: giorgiacarlesso45@libero.it
Phone: +44 7449 706785
Opening a payment dispute or chargeback without contacting us may delay the resolution process.
This does not affect your legal rights.
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## 14. Contact Us
If you have any questions about cancellations, returns or refunds, please contact us:
CollectorUnited
Trading name of ADENIUM HEALTH LTD
Company number: 15451380
Registered office: 71 Great Queen Street, London, England, WC2B 5AY
VAT number: GB 481366183
Email: giorgiacarlesso45@libero.it
Phone: +44 7449 706785