TERMS OF SERVICE
About Us
This website is operated by Arkstone TCG Limited (“Arkstone TCG”, “we”, “us”, “our”). We are registered in England and Wales under company number 16861444.
By visiting our website or purchasing from us, you are agreeing to our Terms of Service. These Terms apply to all users of the site.
Please read them carefully. If you do not agree, you should not use this website or our services.
General conditions and store terms
We may refuse service to anyone at any time, for any reason and you may not copy, resell, or exploit our Service without our written permission.
The content you share (except payment details) may be transmitted unencrypted across networks.
By agreeing to these terms, you confirm that you are at least the age of majority in your country (or have parental permission) to use this site.
You may not use our products or services for illegal or unauthorised purposes. You agree to not transmit any harmful code, viruses, or malware that could in any way affect the operation of the Services or any related website.
Please note that breaching these Terms may result in termination of your access to our Services.
Returns policy
We will always process returns in accordance with this policy. If you have any questions about making a return, or about the contents of this policy, you can contact us on info@arkstonetcg.co.uk.
If you are not happy with the way we deal with your return, you can raise a complaint. Please refer to our complaints policy below.
Cancellations prior to shipment
If you wish to cancel your order before shipment, please contact us at info@arkstonetcg.co.uk.
Please be aware any cancellations will be subject to a 3% cancellation fee. This fee covers the non-refundable payment processing costs.
Once your cancellation has been processed, a refund will be sent to your original payment method.
Returns
Returns are accepted within 14 days of receiving goods. Any requests for refunds should be made within this time frame and if granted customers will then have an additional 14 days to send the item back.
In order to return your item you should:
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please email us at info@arkstonetcg.co.uk
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Ensure that the item is still in the same condition that it was in when it was purchased, new and unopened with all tags and packaging intact. Opened or used products cannot be returned.
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Once you have notified us of your return, you will receive an acknowledgement and instructions confirming how to return your item to us. Returns should be returned to us via: TRACKED AND INSURED SERVICE.
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You must cover the postage and shipping costs of your return.
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You must ensure that your item is returned to us within 14 days of us acknowledging your return request.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome of this. If your item is returnable, your refund will be sent to your original payment method within 10 business days.
Exclusions
Please note that some items may be excluded from our returns policy. Items which are non-returnable include:
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Sealed products that have been opened to the effect that they can not be passed as "new" or "sealed" any more;
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Custom products made to order.
This section does not affect your statutory rights. If your item is faulty or unsatisfactory, please refer to the section below.
Returning a faulty item
If you are returning a faulty item you can request a full refund from us.
If your item is faulty, you should:
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Notify us of the fault by email at info@arkstonetcg.co.uk, including a description of the fault and any pictures.
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Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us.
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We will cover the postage and shipping costs of your return. We will send you a shipping label for: TRACKED AND INSURED SERVICE.
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The courier will usually specify that the label should be used within a fixed period. You will be provided with instructions about this with the shipping label.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome. If you are entitled to a refund, this be sent to your original payment method within 10 business days following the outcome of the quality check.
Complaints policy
If you would like to make a complaint, you can do so via email to: info@arkstonetcg.co.uk
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of goods we have provided to you
- Any order or reference numbers we have provided to you
- A key summary of the problem or problems you have experienced and why the goods or any related customer services were not satisfactory.
What to Expect
Complaints will be processed and looked at during our business hours which are Monday - Friday 09:00 - 17:00
We will acknowledge your complaint within 3 business days of our receipt of it.
We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.
A response to your complaint will ordinarily be provided to you via email.
We will ordinarily provide the full response within 10 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.
We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Credit or vouchers
- A discount code for future goods
- Replacement goods
We will offer the solution which we judge is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.
If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case.
Prices and services
All prices are shown in GBP (£) and include VAT where applicable. Standard VAT (20%) applies to all products and shipping costs.
Prices are subject to change at any time, without notice.
We may modify or discontinue products or services at any time and are not liable for changes, suspensions, or discontinuations.
Products
Some products may be available in limited quantities.
The colours and images shown online may vary slightly from the actual product.
We may limit or refuse sales to certain people, regions, or jurisdictions.
We cannot guarantee that products or services will meet every expectation.
Orders & Billing
We may refuse or cancel any order at our discretion and may limit orders placed under the same account, payment method, or shipping address.
If we change or cancel your order, we’ll attempt to notify you via email or phone.
You agree to provide accurate billing, delivery, and contact details.
Shipping & Delivery
We are not liable for delivery delays caused by events outside our control (e.g., strikes, extreme weather).
Shipping is currently only available in the UK.
All deliveries are tracked.
Please see our shipping and returns page for current details.
Personal information
All personal information we collect through the Services is subject to our Privacy Policy, which can be viewed here. By using the Services, you acknowledge that you have read this privacy policy.
Because the Services are hosted by Wix, Wix collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you.
Information you submit to the Services will be transmitted to and shared with Wix as well as third parties that may be located in other countries than where you reside, in order to provide services to you.
Errors & Omissions
Occasionally, our site may contain errors or inaccuracies (e.g., product details, pricing, promotions). We may correct these at any time, even after you place an order.
Prohibited uses
You may not use our website
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For unlawful or harmful purposes.
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To infringe on intellectual property rights.
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To harass, abuse, or discriminate against others.
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To spread malware or spam.
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To bypass or interfere with security features.
Disclaimer & Limitation of liability
Our Services and products are provided “as is” and “as available.”
We do not guarantee that the site will always be error-free or uninterrupted.
We are not liable for any damages, losses, or claims arising from your use of our Services or products, except as required by law.
Fraudulent chargebacks and disputes
By placing an order on our store, you agree to contact info@arkstonetcg.co.uk to resolve any complaints regarding non-delivery, damage, or quality issues before contacting your bank or payment provider to initiate a chargeback.
If a chargeback is raised for a valid transaction where:
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Proof of delivery is provided to the address on the order;
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The order was placed by an authorised user; or
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The terms of purchase were otherwise met;
We reserve the right to:
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Contest the dispute by providing all evidence to the payment processor (including IP address, delivery confirmation, and correspondence).
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Suspend your customer account and blacklist your details from future orders.
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Invoice you for the original transaction amount plus the standard dispute fee (typically £10) incurred by us.
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Pursue the total debt through third-party collection agencies if the invoice remains unpaid.
Indemnity
You agree to indemnify Arkstone TCG (and our staff, partners, and suppliers) against any claims or damages resulting from your breach of these Terms or violation of any law or third-party rights.
Severability
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
Termination
We may suspend or terminate your use of our Services at any time if you breach these Terms. You remain responsible for any amounts due up to termination.
Entire agreement
These Terms, together with our other policies, form the entire agreement between you and Arkstone TCG regarding your use of our Services.
Governing law
These terms are governed by UK law.
Changes to terms
We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and changes to our website.
It is your responsibility to check our website periodically for changes. We will notify you of any material changes to these Terms in accordance with applicable law, and such changes will be effective on the date specified in the notice.
Your continued use of or access to the Services following the posting of any changes to these Terms of Service constitutes acceptance of those changes.