Returns Policy

Orders cancelled

  • If the item is undamaged, completely unopened and unused in the original wrapping exactly as received, then you may return the item as unwanted for up to 6 months from the date you receive it! This applies to order placed from Wednesday 23rd May 2018 onward. Orders placed prior to this are subject to the usual 14 days return limit.
  • You will be responsible for postage costs and ensuring the item reaches us in the same condition received.
  • Please note that if the item returned does not satisfy these requirements we will not accept it.
  • Fair use applies, customers may return up to 6 items within a six month period under this policy. Otherwise 14 day terms apply. Maximum limit per customer per lifetime of returns under this policy is £150 (inc VAT), If you exceed the limit we reserve the right to refuse the return. Accepting a return above this limit does not mean we must accept further returns above this limit and we will judge each case on it’s merits. Fair use also includes but is not limited to one use per household / address. This policy only applies to consumers and not to customers purchasing items for resale. We also reserve the right not to honour this policy if we feel it is being manipulated, sole interpretation of manipulation to rest with Firechain Ltd You agree that this is fair and reasonable when returning goods under this provision.
  • This policy does not affect your statutory rights.
  • This policy will NOT apply to trading card singles and any non-sealed products, the normal 14 days statutory returns period will also apply.
  • Refunds will be processed as soon as possible and not later than 30 days after confirming receipt of the items.
  • Finally, note our returns policy does not extend to wholesale accounts, who can only return products that are faulty.

Damaged or Faulty Goods

If you have received a faulty or damaged item you must inform us within 30 days of receiving the order. We will then offer a suitable resolution at no cost to yourself. We do reserve the right to refuse complaints, or levy suitable charges for issues raised after this period.

Special note : Damaged cards inside blind packed products like Booster packs. In the event that a particular card is damaged inside a pack, we will only be able to replace the booster pack as being faulty (the product purchased) and not the individual cards inside. In the rare event this happens to you, you could benefit by contacting the manufacturer first for a replacement card, but note they have no duty to do so.  

Other Returns

In the unlikely event that your item arrives damaged or we made a mistake on your order or your item has suffered a manufacturing fault, then please contact us at [email protected] Most manufacturing faults can be quickly resolved via an email to the manufacturer. If you wish to return an item in these circumstances we will cover the postage costs for your return up to standard shipping.

Pre-order cancellations, you may cancel a pre-order for a full refund up until the order has shipped, which is usually one day before the official release date (on the day itself for Magic the Gathering) If a pre-order product has fallen in price since you ordered it, we can refund you or issue store credit for the difference, so you get the lower price. This applies up to the point the order is dispatched.

Return address:

Firechain Ltd
17 Market Place
Guisborough
TS14 6BN

Quality Guarantee & Guarantee

Firechain Ltd provides quality products. All products we sell are guaranteed to be genuine and authentic. All products will be in mint condition unless otherwise stated.

Games Workshop Products

Refunds and Exchanges

All Games Workshop Products come with our guarantee that the product you receive will be correct and in perfect condition. Should you discover any miscast or damaged contents in your Games workshop products we will provide an immediate refund or exchange for the affected products upon return of the items. In the event of damages or miscasts the return postage will be provided by us at no cost to you.

Can’t find what you’re looking for?

If the item you require is out of stock or not on the website please contact us and we will add the item to our next Games Workshop order. Games Workshop orders are placed every 7 days and all stock requests are subject to availability from the supplier.

Changed your Mind?

All Games Workshop products are covered by our 6 month return programme – simply return the product to us within 6 months of purchase in the same condition you received it and we will be happy to refund your purchase. This policy ONLY applies to retail customers and is not available to wholesale orders.

Wholesale

We do not offer any Games Workshop products on wholesale terms under any circumstances.

Shipping Restrictions

Games Workshop products can only be shipped to customers in the European Economic Area and Switzerland. If your delivery address is not in the EEA we will issue an immediate refund and cancel your order. If you are unsure if you are affected by this policy please contact us for confirmation.

Courier Delivery Times

Currently a UK Next Day Courier services is offered via DPD Local. Generally any order placed before 2pm by DPD will be dispatched the same day for delivery the next day (excluding weekends and bank holidays) We also offer a Saturday service by DPD.

In the event that the courier fails to deliver to their time schedule, you have two options. You can refuse the delivery, in which case you will be entitled to a full refund or you can accept the delivery. If you accept the delivery, you may apply for a credit for 50% of the courier postage cost. This will be given as store credit and offset against your next order with us.

So if your Saturday delivery arrives Monday, you can claim 50% of the post cost back in store credit. Similarly if your Interlink service does not deliver within 2 days of dispatch, you can again claim 50% in store credit. This only applies where no delivery attempt has been made by the courier.

Please note that overseas, the couriers do not offer a guaranteed time and therefore no claims are applicable.

Order lost in transit

Please note that if you report your item as having not arrived, we reserve the right to resend the order rather than issue a refund. We will always endeavour to send a replacement order by tracked delivery.

Pre-orders

When you place a pre-order on our website you pay for the goods at the point of sale, this reserves the item for you. You can cancel your pre-order up to any point up until the order is dispatched and receive a refund or store credit. If we lower the price between when you pay and when we ship, then you can ask for a refund of the difference or store credit, whichever you prefer.

You can ask for a price match at any time and we tend to match prices against retailers who will have the stock available. Again store credit or a refund is available where we agree to match a price. If we cannot match the price, then you are able to cancel your pre-order and receive a refund up until the point that we dispatch it. We do not charge cancellation fees.

Orders returned due to incomplete address

It is the customers’ responsibility to provide a complete address, in the event that the goods are posted, but cannot be delivered due to an error on the customers part. We reserve the right to charge additional postage to resend the items once they are returned by the carrier. The customer may of course choose to treat the order as an unwanted item and return it under the return’s policy.

Errors on Orders / Shortages

We do our utmost to ensure accuracy on the shipments we send to you. However, on occasion something may go wrong with the packing in the warehouse. In the event that there is an error on your shipment you are required to notify us within 3 working days receiving the shipment of such error, we will then put any problem right. If we do not hear from you within 3 working days of receipt of your parcel, you are deemed to have accepted the goods received are correct.

The primary reason for this clause is in cases of mistakes, most can be rectified by contacting the driver or courier company, after a longer period of time it is almost impossible to get any meaningful help as to what has transpired.

If after a longer period of time, there is available irrefutable proof of the shortage, such as a courier weight measurement, we will of course do the correct thing and make sure any error on our part is corrected.

Service emails

Firechain Ltd works with a number of 3rd party service providers to ensure you receive an optimum service. We may send you electronic communications asking you to feedback on our service, the quality of the products you have purchased and keep you up to date with the progress of your order. Should you forget or abandon your shopping cart, we may send you an emailed summary to enable you to checkout faster via email.

Restriction of goods

Chaos Cards reserves the right, at our sole discretion, to limit the quantity of items purchased per person, per household or per order. These restrictions may be applicable to orders placed by the same debit / credit card and also to orders that use the same billing and/or shipping address. We will provide notification to the customer should such limits be applied to an existing order. Firechain Ltd reserves the right to cancel any order without warning or notification for any reason.

Declining to Trade

By advertising goods on our website we are not offering goods for sale; we are making an invitation to treat. When you, the customer purchases items through our website, you are making an offer to purchase the goods. It is then up to us if we accept the offer.

If we do not wish to accept your offer to purchase the goods, we will write to you as soon as possible and not later than 30 days after the offer is placed to inform you of our decision.

Accuracy

While Firechain Ltd prides itself in providing accurate product and pricing information, pricing or typographical errors may occur. Firechain Ltdcannot confirm the price of an item until after you order. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Firechain Ltd shall have the right, at our sole discretion, to refuse or cancel any orders placed for the item. In the event that an item is mispriced, Firechain Ltd may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation.

Customer Service

Our commitment to you is to be your number one source for all your trading card requirements. Please do contact us if you have any problems with our service or website, we will do our utmost to help you.

Privacy Policy & Cookies
Please see the policy page for full details.

Business Information

Company Number XXXXXX

VAT Registration GB XXX XXX

Tel : 01287 637777

email – [email protected]

Registered Office

17 Market Place, Guisborough TS14 6BN