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Damaged Product Policy
Invicta TCG Ltd
Last updated: 11 September 2026
These terms apply only to consumer / retail purchases from our online shop. They do not apply to wholesale or trade customers. Trade customers should see our Trade Terms.
This Damaged Product Policy forms part of your contract with us together with our Consumer Terms and Conditions. If there is any conflict between this Policy and the Consumer Terms on a matter of your statutory rights, the Consumer Terms and the law prevail.
1. About this Policy
1.1 This Policy explains how we handle reports of damaged Goods or damaged packaging on retail orders placed through our online shop.
1.2 It aligns with clause 11.3 of our Consumer Terms (faulty goods and packaging for collectibles) and with your rights under the Consumer Rights Act 2015 (CRA).
1.3 Nothing in this Policy excludes or limits your CRA rights. Goods must be of satisfactory quality, fit for purpose and as described.
2. What to do if something arrives damaged
2.1 Please inspect your parcel when it arrives, where reasonably practicable.
2.2 Contact us promptly at help@invictatcg.co.uk with:
(a) your Order number;
(b) a short description of the problem; and
(c) clear photographs of the outer shipping packaging, the product packaging, and (where relevant) the Goods themselves.
2.3 Prompt notice helps us investigate with the carrier. Late reporting does not of itself extinguish your CRA rights.
2.4 Do not use the wholesale support inbox for retail claims. Retail contact is help@invictatcg.co.uk.
3. Damage to the product itself
3.1 If the Goods themselves are damaged, faulty, incomplete, or not as described, you may be entitled to a repair, replacement, price reduction or refund under the CRA, as set out in clause 11 of our Consumer Terms and Conditions.
3.2 Where Goods are faulty or misdescribed, you should not be left out of pocket for reasonable return costs. We will confirm arrangements when you contact us.
3.3 We will assess a fair remedy based on the circumstances (for example replacement, partial refund, or return for a full refund).
4. Damaged or imperfect outer packaging (collectibles)
4.1 Outer packaging (for example cardboard boxes, sleeves, tins or shrink wrap) protects the contents in transit. Minor scuffs, dents or creases can occur during shipping.
4.2 Minor transit wear to outer packaging that does not affect the sealed product inside does not automatically mean the Goods are not of satisfactory quality. However, we recognise that packaging condition can matter for collectibles.
4.3 We do not rely on an absolute exclusion of responsibility for packaging damage on consumer sales. Please report damaged packaging promptly (ideally with photos) so we can assess a fair remedy, which may include replacement, a partial refund, or a return, depending on the circumstances.
4.4 Packaging damage so severe that it has compromised the integrity or saleability of the product inside will be treated as a product quality issue under clause 3 above and Consumer Terms clause 11.
5. Change of mind vs fault claims
5.1 Damage and fault claims are not the same as change-of-mind returns. Seal/unopened rules that may apply to cooling-off or goodwill returns do not prevent you from claiming if Goods are faulty or misdescribed.
5.2 For change-of-mind returns, see our Refund & Returns Policy and Consumer Terms clauses 9–10.
6. Risk in transit
6.1 Until the Goods come into your physical possession (or that of someone you nominate to take delivery), we remain responsible for loss or damage in transit, as set out in clauses 7.3 and 12 of the Consumer Terms.
6.2 If an item is lost in transit, contact help@invictatcg.co.uk. After investigation with the carrier, we will arrange a replacement or refund as appropriate.
7. Related policies
7.1 Please also read:
8. Contact
Invicta TCG Ltd
11 Mill Street, Congleton CW12 1AB
Email: help@invictatcg.co.uk
Web: https://invictatcg.co.uk/
VAT: GB 482 3672 72 · ICO: ZB839585
