Terms & Conditions
By accessing or using the Dexter’s CardHouse site, you acknowledge and agree that you have read, understood and agreed to these Terms. If you do not agree to these Terms, please do not access or view this site.
We are in no way affiliated, sponsored or connected to the “Pokémon Company International, Inc” (TPCi) or any other official body relating to Pokémon. We (Dexter’s CardHouse) are a separate business, operating solely as an independent “Trading Card Store” (Online) — to which we sell Official Pokémon Merchandise. We only use content which is publicly available online; all logos, names, characters and images are property of their respective owners.
1. About Us, This Site And The Services
Dexter’s CardHouse (dexterscardhouse.co.uk) is provided by Brink Media Ltd. (registration number: 10714731) (“we”, “us” or “our”). Our VAT number is GB345762873. Our trading address in the United Kingdom is Office 31, Fairfield Enterprise Centre, Lincoln Way, Louth, LN11 0LS.
The products offered on the Site may not be appropriate for, available to use (for example, due to compatibility issues) or deliverable outside of the United Kingdom due to manufacturing requirements. We reserve the right to cancel any order that is destined to an address outside the scope of allowance provided by the manufacturer.
The term “Dexter’s CardHouse” or “dexterscardhouse.co.uk” or “us” or “we” refers to the owner of the site, Brink Media Ltd. The term “you” refers to the user or viewer of this site.
2. Terms Of Use
These Terms of Use, including our Shipping and Returns policy (“Terms”) apply to:
- your access to and use of dexterscardhouse.co.uk (“Site”);
- any orders you may place made available through our Site; and
- how we fulfil your order and/or provide other products and services that you request from and/or are made available on the Site (“Services”).
We may supply different or additional terms for some of our Services or when we offer promotions or other offers on the Site, which will become part of your agreement with us if you use those Services or participate in such promotions or other offers. If there is a conflict between these Terms and the additional terms, the additional terms will take precedence to the extent of any conflict.
The prices of products shown on the Site include all relevant taxes such as VAT. Any customer outside of the United Kingdom will not pay applicable UK taxes, but will still be charged relevant taxes based on the destination country’s applicable rates and fees.
3. About Our Site
Details of the products available for purchase or pre-order are set out on the Site.
The images of our products on the Site are for your reference only. We make every effort to show the colours of our products accurately, but we cannot guarantee that the colour you see on your screen will exactly match the product’s colour. Certain information, such as the weight and measurement of products, are approximate and provided for convenience only. Packaging may vary from that shown.
Sometimes, the price listed on the Site may be incorrect due to technical errors. We reserve the right to correct any prices listed on the Site and not confirm any orders that have been placed under an incorrect price. You may choose to cancel your order once we have provided the correct price (see section 8.2 below). All prices on the Site are subject to change at any time without notice.
Shipping costs may vary depending on your order and the type of shipping service that you choose. You can view our available delivery options and further shipping information in our Shipping and Returns policy. Delivery costs will be separately displayed and added to the total cost of your order during the checkout process.
The products offered on the Site, including the product description (meaning the information, images and prices provided in relation to the product) may vary from time to time. If the product description provided when you placed your order is inaccurate, we will let you know and we may not confirm your order or you may cancel your order. Please see section 8 below for further information.
From time to time, products may be available on the Site to pre-order. Please read the pre-order product information page carefully. Products available for pre-order may be subject to payment method restrictions. Any shipping dates provided in relation to a pre-order product will be an estimate only and may be subject to change. If you pre-order a product, we will endeavour to keep you updated on any changes, including to the estimated shipping date. Requests can be made at any time to our support team to request an update. You may be able to cancel a pre-order before it is shipped to you. If you cancel a pre-order, we cannot guarantee the future availability of the product. Note that pre-order products and in-stock products may need to be checked out in separate shopping baskets if you require the in-stock items sooner.
4. Your Order
During the checkout process, you will have the opportunity to review your order, including your selected products, the chosen delivery service and cost, your delivery address and payment method, before placing your order.
The Site gives you different payment options, which may be updated from time to time. Payment options may vary when you pre-order a product and will be detailed on the product page.
After you have placed your order on the Site, we will review your order and send a confirmation email to you if your order is accepted, at which point a legal contract will come into existence between you and us. This confirmation email will contain an order number, which you should mention to us if you contact us about your order, together with information about your right to cancel.
We will take payment using your chosen payment method when you complete the checkout process, including for pre-orders, and when you place a pre-order you are authorising us to take an immediate payment using the payment method details you provided during the checkout process.
- If you have chosen Klarna Pay in 30 days, we do not take payment until we ship the order.
- If you have chosen Klarna Pay in 3, the initial first payment is taken at the point of ordering; the remaining payments will be calculated at the time of shipping.
Klarna’s Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Terms and conditions and late fees apply.
After you place your order it may be cancelled if your payment method is not valid at the time or if we are otherwise unable to take payment. It is your responsibility to ensure you have sufficient funds available in your account for the payment to be taken.
Sometimes we may not be able to fulfil your order. For example, if a product is out of stock, there are errors on the Site or product description (including but not limited to an incorrect price) or we cannot deliver the product for any other reason. We will contact you if any part or the whole of your order cannot be fulfilled or is cancelled. We will not charge you for the part of the order that we cannot fulfil.
You may only purchase products for personal use by either yourself or your intended recipient of the products. From time to time, we may place a limit on the number of products that may be purchased per order, account, payment method, person or household. This is to ensure that everyone has a fair opportunity to buy products that may be limited or in high demand. We will let you know on the product page if there are any limitations in place. In the event that your order exceeds any limitations set, we reserve the right to: (1) not accept your order; or (2) arrange for the return of any products that are accidentally shipped to you despite exceeding order limitations to us and issue a refund to you.
We may also require verification of information prior to the acceptance and/or shipment of any order. We will contact you if additional information is required to accept your order. If you provide us with any incorrect information during the order process, we cannot be responsible for any delay or failure to accept and/or ship your order to you.
If you order digital products that are provided to you by way of digital download or stream, for example a video game (known as “digital content”), you will need to waive your right to cancel your order during the purchase journey before we provide you with the relevant link and/or code to immediately download your product by email. You understand that you will need an internet connection to download your product and products may be subject to minimum operating system requirements, which will be detailed on the product page. You may need to update your devices to ensure that the download works.
5. Shipping
During the order process, we will display an estimated shipping timeframe from the date that you place your order (or a date for pre-order products). Shipping dates are estimates only and cannot be guaranteed. We will let you know if there are any problems with your delivery but cannot be responsible for any delays outside of our control.
Occasionally, the manufacture or distribution of a certain product may be delayed. In such an event, we will make reasonable efforts to notify you of the delay and keep you informed of the revised delivery schedule.
If there is a significant delay to your order and you wish to cancel it, please contact us as soon as possible as we may be able to cancel your order.
If you decide you would like to split your order so that we can ship it in multiple parts, this may incur additional shipping costs to yourself.
In extreme conditions, we may use third parties to help us fulfil your order. These third parties may collect and process your personal data. Further information is available in our Privacy Policy.
Orders delivered outside the United Kingdom may attract import duties, taxes and customs charges set by the destination country. These are payable by you and are not included in the price you pay us. If you refuse to pay those charges and the parcel is returned to us, we will refund the price of the goods less the original delivery cost and less the carrier’s return charge. This applies only where a parcel is refused or undeliverable, and does not affect your right to cancel under section 8.
6. Pre-Orders
For any orders placed that contain any pre-order items, we will hold this order and set the order status to “processing” until everything is ready to ship. When everything is ready to dispatch you will then receive an email informing you that your order is on its way, thus changing your order status to “complete”.
If we are unable to secure a product you have on pre-order with ourselves, we will offer you an exchange for a different product. If you would prefer a cash refund, we will refund you in full for the pre-ordered item to your original payment method, or to store credit if you would prefer. If you no longer have access to the original payment method, we will contact you to agree an alternative method of refund. If there are other products on your order we will only refund the pre-ordered item and will ship the rest of your products to you as soon as possible.
7. Single Cards
Orders containing single cards are dispatched under a uniquely numbered tamper-evident warranty seal, and the seal number is recorded against your order.
You may cancel and return single cards with the warranty seal intact. If the seal has been broken, we cannot verify that the card returned to us is the card we sent you. The card can no longer be sold as a verified single, and the loss in value is the full price paid. A deduction will apply on the basis set out in section 8.7.
This does not affect your rights if a card arrives faulty, damaged or not as described — see section 8.10.
8. Returns And Cancellations
8.1 Your right to cancel. If you are a consumer, you have 14 days from the day you receive your order to cancel it under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where your order arrives in more than one shipment, the 14 days run from the day you receive the last item. Full details of how to cancel, including the model cancellation form, are set out in our Shipping and Returns policy.
8.2 Cancelling for our error or delay. You may also cancel immediately, at any time, if we have told you about an error in the price or description of a product, or that delivery will be significantly delayed and you do not wish to continue. You may cancel an order for a pre-ordered product at any time before it is dispatched.
8.3 How to cancel. Tell us by a clear statement — email store@dexterscardhouse.co.uk or call 01507 733700 — quoting your order number. Your cancellation takes effect from the moment you tell us. We will then issue a returns authorisation number so we can track and inspect your parcel; please request one before sending anything back, and write it on the outside of the parcel.
8.4 Returning the goods. You must send the goods back without undue delay and in any event within 14 days of telling us you are cancelling. You bear the direct cost of returning them. Please use a tracked service and keep proof of postage — the goods remain your responsibility until they reach us. We may withhold your refund until we receive the goods back, or until you provide evidence that you have sent them, whichever is earlier.
8.5 Definitions for this section. “Sealed Product” means any item supplied in unopened manufacturer packaging, including booster boxes, booster packs, elite trainer boxes, bundles, tins, collection boxes and displays. “Graded Card” means any card supplied in a sealed grading holder. “Warranty Seal” means the uniquely numbered tamper-evident seal we apply to orders.
8.6 How you may examine your order. You may handle goods only as you reasonably could in a shop. You may open the outer shipping carton and inspect the item, and doing so alone will not reduce your refund. Because of the nature of collectible trading cards, permitted handling does not include:
- opening or breaking a manufacturer’s seal;
- removing packs, cards or components from Sealed Product;
- weighing, sorting, searching or otherwise assessing packs;
- opening, cracking or altering a Graded Card holder or its label;
- breaking a Warranty Seal.
8.7 Deduction for loss in value. Where handling goes beyond section 8.6, we will deduct from your refund an amount reflecting the reduction in the value of the goods, as permitted by regulation 34(9) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Sealed Product, Graded Cards and sealed single cards derive their value from being verifiably intact and unsearched. Once a manufacturer’s seal, grading holder or Warranty Seal has been broken, the item can no longer be sold as sealed, graded or verified product, and neither its contents nor its condition can be verified. The reduction in value in those circumstances is normally the full price paid, and we will deduct accordingly.
Where a returned item retains a resale value in its opened condition, we will deduct only the difference and refund you the balance. We will always tell you what we have deducted and why.
8.8 Returns must be complete. Returned items must include all cards, packs, components, inserts, promotional items, code cards and original packaging as supplied. Anything missing will be deducted at its individual replacement value. If you received a bonus gift with your order, the bonus gift must be returned with the product.
8.9 How we check returns. Every return is inspected and photographed on arrival. At dispatch we record the Warranty Seal number applied to your parcel, the parcel’s weight and, for Graded Cards, the grading certification number together with photographs of the label and holder. Returns are checked against those records.
8.10 Faulty, damaged or incorrect items. Sections 8.6 to 8.8 do not apply to items that were faulty, damaged or incorrect when they reached you. We are under a legal duty to supply goods that conform to this contract, and your rights under the Consumer Rights Act 2015 are unaffected. If something arrives faulty, damaged or incorrect, please contact us within 48 hours with photographs and we will cover the cost of returning it. Photographs help us resolve your claim quickly and settle with the carrier; they are not a condition of your legal rights.
8.11 Substituted or tampered returns. If a returned item does not match what we dispatched — including where a card has been substituted, replaced with a counterfeit or lower-grade card, or damaged after delivery — we will refuse the return and no refund will be due. We will contact you with our evidence, and will either return the item to you at your cost or hold it for 30 days pending your instructions. Where we believe an attempt has been made to defraud us, we may report the matter to Action Fraud and the police, notify the relevant payment provider, and suspend or close your account.
8.12 Refunds. We refund to your original payment method within 14 days of receiving the goods back, or of you providing evidence that you have sent them, whichever is earlier. If your original payment method is no longer available we will contact you to agree an alternative method; we will not issue store credit instead of a refund unless you agree to it. Where you paid using Klarna, your refund is processed through Klarna and your payment plan adjusted. We refund standard delivery costs on a cancelled order; if you chose an upgraded delivery service, we refund the cost of our cheapest standard service.
8.13 Sealed collection orders. If you are ordering an item for a sealed collection, please add this as an order comment and our team will do their best to find you a product with no nicks or scratches on the packaging. If you have not stated this and would like to swap it for a better condition item, you will be liable for the shipping costs of the return and re-shipping.
8.14 Business customers. The statutory right to cancel applies only to consumers. If you are buying in the course of a business, trade or profession, no right to cancel applies to your order and returns are accepted at our discretion only.
8.15 Your statutory rights. Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
9. Mystery Products
Mystery boxes and mystery packs may be cancelled and returned while they remain sealed and unopened, in line with section 8.
Once opened, the contents are known and the item can no longer be sold as a mystery product. The loss in value is the full price paid, and a deduction will apply on the basis set out in section 8.7. In practice this means that no refund will be due on an opened mystery product.
This does not affect your rights if a mystery product arrives faulty, damaged or not as described — see section 8.10.
The nature of the products we sell contains sealed packs which are associated with a “mystery” element. These practices, although not lottery or gambling in nature, do have the same luck outcome which could be easily associated with collecting football stickers — you are never guaranteed to collect or find all the cards or stickers you want from a pack, and any accusation of foul play will not be tolerated. We pride ourselves on years of hard work and dedicated love, passion and support for the hobby industry, and would never allow these kinds of practices to happen within our business.
10. Your Account
If you choose to register for an account on the Site, you guarantee that you will provide accurate and up-to-date information about yourself as may be reasonably required by any registration form and keep such data up to date at all times.
You are responsible for keeping your account information and password secret and secure. You understand that you are fully responsible for all activity (including but not limited to any orders made) that occurs on your account. You will immediately notify us if you think your account information and/or password has been compromised, and/or if there has been any suspicious activity on your account, using the Contact Us page. If you have forgotten your password, please use the password reset feature.
We have the right to suspend or terminate your account and prohibit you from using the Site and/or the Services in whole or part, for now or in the future, if you provide any information that is inaccurate or if we reasonably suspect that your account has been compromised or you have not complied with these Terms.
11. Your Personal Information
For information about how we collect, use, share and otherwise process information about you, including in relation to marketing, please see our Privacy Policy.
We may use cookies or similar technologies to store certain types of information each time you use our Services. You can find out more about how we use cookies and other similar technologies in our Cookie Policy.
12. Your Use Of Our Site
You agree to only use our Site in accordance with all applicable laws and regulations and any reasonable instructions that we may provide from time to time.
You are fully responsible for obtaining and paying for any internet access and maintaining and protecting any device that you need to access the Site and Services.
You must not, or attempt to (or encourage others to), misuse, copy or harm the Site and/or Brink Media Ltd in any way, or use the Site for fraudulent or illegal purposes.
You understand that your use of the internet, including any of your actions or submissions on our Site, is never completely private or secure, and any message or information you send to the Site may be read or intercepted by others unless there is a special notice that a particular message (for example, payment information) is encrypted.
We may display or link third party websites or services (“Third Party Services”) from the Site. You understand that: we are not responsible for any Third Party Services or any losses or harm you may suffer due to Third Party Services; you are responsible for any costs that you incur in relation to Third Party Services; and when you provide data to Third Party Services you are providing that data in accordance with the privacy policy (if any) applicable to those Third Party Services.
You acknowledge that the terms and conditions of use and privacy policies of other third parties may apply to your use of the Site and when you make a purchase, for example when we use a third party to facilitate your purchase and/or returns. Please see our Privacy Policy for further details.
13. Our Responsibilities To You
If you have purchased a product that is a physical item (known as a “good”) and discover that it is faulty:
- If you received the product less than 30 days ago, please follow the returns process to seek a refund as detailed in section 8.10.
- If you received the faulty product over 30 days ago, please contact us using the Contact Us page. You may be entitled to a repair, replacement and/or refund.
Under the Consumer Rights Act 2015 you have the right to reject faulty goods for a full refund within 30 days of receipt. After 30 days, you are entitled to a repair or replacement and, if that is unsuccessful, to a refund which may be reduced to reflect the use you have had.
If you have purchased a product that is digital content (meaning it was made available to you by way of a download or for streaming), please contact us.
We will provide products made available on our Site and any other Services available on our Site to you in accordance with:
- these Terms, the product description shown on the Site and our confirmation email to you;
- your applicable legal rights; and
- with reasonable skill and care.
If we fail to comply with these Terms, we are responsible for any loss or damage that you may suffer that is a foreseeable result of our failure (meaning that it is obvious that the loss or damage would happen, or you and we both knew it might happen). We are not responsible for any loss or damage that you may suffer that was unforeseeable by us or related to your failure to follow any instructions provided by us.
The Site and the products sold on our Site are intended for your personal use only. We are not responsible for any business-related losses, including but not limited to any loss of profit, loss of business, loss of business opportunity and/or business interruption.
Subject to any rights you have under applicable laws, the Services and the Site are provided on an “as is” and “as available” basis. You understand that you access the Site at your own risk, we are not responsible for any interruptions or errors that you may experience while accessing our Services or the Site, and we cannot guarantee that the Site and our Services will be free from any bugs or viruses. You are responsible for ensuring that any device that you use to access the Site is adequately protected by appropriate virus protection software.
To the extent permitted by law, and in relation to your general use of the Site only (meaning not in relation to any order you may make using the Site), in no event will the total liability of Brink Media Ltd (including its employees, service providers and/or agents) be greater than twenty pounds (£20.00). This limit applies to your general use of the Site only. It does not apply to our liability for the goods we supply, for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. Nothing in these Terms will limit or exclude our liability for anything that we are responsible for under the law. This includes death or personal injury caused by our negligence, and fraud or fraudulent misrepresentation. We will also be responsible for failing to provide you with your legal rights, including that the products that we provide to you comply with these Terms.
14. Other Terms
Promotions. From time to time, we may offer price promotions, competitions, prize draws and/or other offers on our Site. These will all be subject to additional terms that will be provided on the Site when these promotions are made available. Please read these additional terms carefully.
Access to the Site and Services. We reserve the right to add, change, discontinue, remove, modify, terminate or suspend all or parts of the Site and/or our Services, temporarily or permanently, at any time. We are not responsible for any loss that you may suffer if you are unable to access the Site and/or Services.
Entire Agreement. These Terms and any additional terms or information posted on this Site together constitute the entire agreement between you and us with respect to your use of the Services and/or when you make an order on the Site. You and we have entered into these Terms relying only on these Terms (including any references to other terms or information provided on the Site) and neither you nor we shall be responsible for any other claims or promises made outside these Terms.
Transferring these Terms. These Terms create a legal agreement between you and us only, which you must not transfer to anyone else. We may transfer these Terms, our rights or obligations to anyone else provided that this does not significantly disadvantage you.
Third parties. Only you and we may take action under these Terms. No other person has a right to enforce these Terms or benefit from them.
Illegal or invalid parts of the Terms. If any part of these Terms is not legally enforceable, that part will be removed and the rest of the Terms will continue to apply.
Delaying action under the Terms. If we delay or fail to exercise any right that we may have under the Terms, then the delay or failure does not mean that we lose or waive that right. Any change to any rights will only be effective if it is in writing and signed by us.
Matters outside of our control. We shall not be responsible to you if the Site and/or Services are affected for reasons beyond our reasonable control.
Applicable law and dispute resolution. These Terms are governed by and interpreted in accordance with the laws of England and Wales. If there is a legal dispute, we both agree that any legal action will take place in the courts of England and Wales, unless: (a) you live in Scotland, in which case Scottish law applies and any legal action will take place in the courts of Scotland; or (b) you live in Northern Ireland, in which case the laws of Northern Ireland apply and any legal action will take place in the courts of Northern Ireland.
Authenticity. All items are 100% genuine and authentic and have a full and traceable path through the supply chain using nothing but official channels made available by the manufacturer of the games directly.
15. Store Collection Orders
Store collection orders must be collected within 2 weeks of the order being marked as “ready for collection”.
Orders not collected within this timeframe will be automatically cancelled and refunded, and stock will be returned to inventory.
Store collection orders cannot be shipped, amended, combined with online orders, or otherwise altered once placed.
Using multiple store collection orders to attempt to extend the 2-week collection window is not permitted. Each store collection order is standalone and must adhere to the original collection timeframe.
Store collection orders are non-transferable — orders cannot be amended, tweaked, changed or split after being placed.
Individual items from your store collection order can be refunded if they are no longer required, before and upon the point of collecting your order.
The only exception to the 2-week collection period applies to pre-orders, where the 2-week window begins from the date the warehouse marks the order as “ready for collection”.
16. Complaints
If something has gone wrong with your order, please contact us as soon as possible — email store@dexterscardhouse.co.uk or call 01507 733700, quoting your order number.
We aim to acknowledge complaints within 2 working days and to resolve them within 14 days. If we need longer, we will tell you why and give you an expected date.
If we are unable to resolve your complaint to your satisfaction, you can seek free and impartial advice from the Citizens Advice consumer helpline on 0808 223 1133, or online at citizensadvice.org.uk. Nothing in this section affects your right to take legal action.
These Terms were last updated on 20 July 2026.