Refund policy

REFUND POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. For sealed Pokemon TCG products, items must be returned with all original factory seals intact. Opened or tampered packs, boxes, or Elite Trainer Boxes cannot be returned due to the nature of the product. You'll also need the receipt or proof of purchase.

To start a return, please contact us at info@cxsso.com with your order number and reason for return.

Returns should be sent to the following address:

Cxsso Limited - Returns Department
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Please do not send any returns to this address without first contacting us and receiving return authorisation. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, we'll send you confirmation and instructions on how and where to send your package. You can always contact us at info@cxsso.com for any questions about your return.

DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please email info@cxsso.com within 48 hours of delivery with photos of any damage to the outer packaging and the product itself.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, including:
- Opened or tampered sealed Pokemon TCG products (booster packs, booster boxes, Elite Trainer Boxes where the factory seal has been broken)
- Single cards and graded cards once removed from their original packaging
- Sale items and clearance items
- Gift cards
- Custom or personalised products
- Perishable goods
- Personal care goods

Please get in touch if you have any questions or concerns about your specific item.

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.

UNITED KINGDOM 14-DAY COOLING-OFF PERIOD
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a UK consumer you have the right to cancel your order within 14 days of receipt without giving any reason. Your item must be in the same condition you received it, unworn or unused, in its original packaging, and with all factory seals intact. You'll need the receipt or proof of purchase.

To exercise your right to cancel, please email info@cxsso.com within 14 days of receiving your order. Once we receive the returned item in acceptable condition, we will refund the cost of the goods plus the basic delivery charge within 14 days. Return shipping costs are the responsibility of the customer unless the item is faulty or wrongly described.

EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
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 justification. As above, your item must be in the same condition that you received it, unworn or unused, in its original packaging, and with all factory seals intact. You'll also need the receipt or proof of purchase.

REFUNDS
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we've approved your return, please contact us at info@cxsso.com.

YOUR STATUTORY RIGHTS
Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and other applicable UK consumer protection laws.

CONTACT US
Cxsso Limited
Email: info@cxsso.com
Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company Registration Number: 17245154
Registered in England and Wales

Last updated: 27 May 2026