Refund policy
Thank you for shopping with Level Up X Ltd, trading as Secret Rares. Please review the following return/refund policies below. Please note Secret Rares is a UK based company and these policies apply to customers worldwide:
Returns
Our policy lasts 14 days from product delivery. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. We reserve the right to reject any return request and refund once product is received.
Please note all mystery products (Mystery Boxes/Mystery Packs) and single card items are non returnable and cannot be refunded. We retain the right to refuse or accept returns on these items at our discretion. Please email us if you need any help with this and we will do our best to assist.
To be eligible for a return, your item must be unused and in the same condition that we sold it. It must also be in the original packaging. We will not accept returns on orders because of a decrease in price of an individual item. All orders will be subject to individual review. All returned items which are not due to damages prior to delivery will be subject to a restocking fee that we deem to cover our loss of costs for transaction/admin fees & restocking fees.
To complete your return, we require a receipt or proof of purchase and your order number. Please contact our customer service department via email: support@secretrares.co.uk. Our team will be happy to assist and provide you details on whether an order is eligible for a return/exchange. If so, they will provide instruction on how to return/exchange an item.
There are certain situations where only partial refunds are granted (if applicable). Any item not in its original sold condition or damaged for reasons not due to our error.
Damages and Faulty Goods
If your item is defective, damaged or if you receive the wrong item please contact us within 14 days of receiving the order, so that we can evaluate the issue and make it right. 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. We will ask for photographic evidence of damage to items and packaging (including postal packaging) so please document these carefully.
By shopping with us you accept that we only buy sealed and authentic goods from approved suppliers. Secret Rares can not be held liable for minor manufacturing defects that may occur to cards within sealed packs.
In the case of a major defect within a sealed pack, the product you have purchased is the pack and not the single card/s in question. Our ability to replace will extend only as far as supplying another sealed pack. 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.
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.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. We reserve the right to reject any return request and refund once product is received.
If you are approved, and your refund was due to damages a refund for the full amount will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We may also offer you compensation via a gift card or store discount, which you have the right to refuse.
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.
Exceptions / non-returnable items
Only regular priced items may be refunded, unfortunately sale items or gift cards cannot be refunded.
Cancellations
Cancellations of orders (including pre-orders) will be subject to a cancellation fee that we deem to cover our loss of costs for transaction/admin fees & restocking fees.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Further information & returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item to us, you should consider using a trackable shipping service or purchasing shipping insurance. We will not be held responsible if we don't receive your returned item.