Buyer protection
Every purchase paid through our checkout is covered. If your card doesn't arrive, arrives damaged or isn't what the listing described, we'll put it right.
Draft — requires review by a UK solicitor before launch
What's covered
- Not received. Your order hasn't arrived and the seller can't show it was delivered.
- Not as described. The card is in a worse condition than the listing said (we use the condition scale shown on every listing), or it's a different card, set, rarity, edition or language, or it isn't genuine.
- Damaged. The card was damaged in the post, for example bent because it was sent without a rigid holder.
What isn't covered
- Changing your mind. Some sellers accept returns anyway; check the returns policy on their shop.
- Anything paid for outside Trading Card Lane, for example by bank transfer or PayPal sent directly to a seller.
- Problems reported after the time limits below.
- Wear that the listing and its photos clearly showed.
This doesn't affect your legal rights. When you buy from a business seller, the Consumer Rights Act 2015 also applies.
Time limits
- You can open a dispute up to 14 days after delivery.
- If the order never arrives, you can open one up to 21 days after you paid.
- The seller isn't paid while a dispute is open, so the money is safe while we look into it.
How to open a dispute
- If your order page shows a contact email for the seller, try them first. Most problems, such as a late parcel, are sorted out quickly.
- If that doesn't work, go to Your orders, open the order and choose Report a problem and open a dispute.
- Tell us what went wrong. Photos of the card and the packaging help; we'll ask for them by email if we need them.
- The seller is notified and can reply. You can both add messages on the order page.
- Our team decides, usually within 5 working days, and emails you both with the outcome and the reasons.
If you change your mind or the problem gets sorted out, you can withdraw the dispute from the same page.
How we decide: Live Verified evidence
Many listings carry a Live Verified badge. The seller photographed that exact card, front and back (and usually a short tilt video), live on their phone with a one-time code written beside it. The photos are stamped with the code and the time they were taken, and can't be uploaded from a gallery.
When you open a dispute, we compare what you received with those captures. If the card you describe doesn't match what was photographed, that supports your claim; if the captures show the same marks you're reporting, it supports the seller's. Captures are treated as current for 60 days.
Live Verified shows the seller had the card and what condition it was in at that moment. It isn't a professional grade and doesn't prove a card is genuine, so we still look at all the evidence.
How refunds work
- An upheld dispute gets a full refund of the order, including postage, unless you and the seller agree a partial refund.
- Refunds go back to the card you paid with. They usually show within 5 to 10 working days, depending on your bank.
- For "not as described" claims we may ask you to send the card back with tracked postage before we refund. If we do, we'll tell you how the cost is covered.
- The refund comes from Trading Card Lane, so you don't have to chase the seller.
Card chargebacks
Please use buyer protection first: it's usually faster than a chargeback through your bank. You still have the right to ask your card issuer for one. If you do, we'll pause the related seller payouts until it's decided.
Questions? Email [email protected].