Refunds & Returns Policy
Last updated: 1 July 2026
We want Orbit Collectors Club to feel exciting, fair and clear from the moment you join.
This policy explains how refunds, returns, replacements, damaged parcels, missing items and lost deliveries are handled.
1. Who we are
Orbit Collectors Club is operated by MSTX Holdings LTD, a company registered in England and Wales under company number 16839369.
Registered office:
MSTX Holdings LTD
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Trading name: Orbit Collectors Club
Customer support: info@orbitcollectorsclub.com
2. Cancelling before dispatch
If you cancel your membership before your first monthly parcel has been dispatched, you may request a full refund.
If a recurring monthly payment has been taken but that month’s parcel has not yet been dispatched, you may request a full refund of that payment and cancel your membership before dispatch.
3. After dispatch
Once a monthly parcel has been dispatched, that month’s payment is normally non-refundable unless the parcel is faulty, damaged on arrival, lost in transit, materially not as described or your statutory rights apply.
Cancelling after dispatch will stop future renewals but will not automatically refund the parcel already sent.
4. Mystery parcel policy
Orbit Collectors Club is a mystery collecting membership.
Each parcel contains random or selected Pokémon-focused items. The surprise, reveal and variation between parcels are part of the product.
You cannot return a parcel or request a refund simply because you do not like the random contents received.
5. Booster pack contents
Every parcel includes one official sealed English Pokémon booster pack.
Booster pack contents are random and determined by the manufacturer.
We cannot offer refunds, replacements or compensation because you are unhappy with the cards pulled from a booster pack.
6. Mystery graded slabs
Every parcel includes one mystery wrapped professionally graded Pokémon card slab.
You cannot request a refund, replacement or exchange because you do not like the card, grading company, estimated value, Pokémon, artwork, grade or because another member received a different slab.
7. Damaged parcels
If your parcel arrives damaged, contact us as soon as reasonably possible at info@orbitcollectorsclub.com.
To help us assess the issue and claim from Royal Mail or another delivery provider, we may ask for:
- clear photographs of the outer packaging;
- clear photographs of the shipping label;
- clear photographs of the damaged item or contents;
- details of when and how the parcel was received;
- any other reasonable information requested by us or the delivery provider.
We reserve the right to refuse a damage claim where reasonable evidence is not provided.
8. Damaged items inside a parcel
If only part of the parcel is damaged, we will normally replace only the damaged item rather than the entire parcel.
For example, if the booster pack is damaged but the slab is unaffected, we would normally replace the booster pack only.
If a graded slab arrives damaged, we may ask you to return the damaged slab before sending a replacement. Where a return is required because of transit damage or our error, we will cover reasonable return postage costs.
9. Missing guaranteed items
Every monthly parcel is guaranteed to include:
- one mystery wrapped professionally graded Pokémon card slab;
- one official sealed English Pokémon booster pack;
- one Pokémon collector bonus;
- Orbit Insider.
If you believe one of these guaranteed items is missing, contact us as soon as reasonably possible.
We may ask for photographs of all items received, the packaging, the mailing box and any packing materials.
If we are satisfied that a guaranteed item was genuinely omitted, we will send a replacement at no additional cost.
Where we reasonably believe a claim is false, fraudulent or unsupported by the available evidence, we reserve the right to refuse the claim.
10. Lost parcels
If a parcel is confirmed as lost in transit by Royal Mail or our delivery provider, we will send a replacement parcel.
We may require a reasonable investigation period before sending a replacement.
We may also ask you to provide information or complete any reasonable declaration required by the delivery provider.
11. Delivered but not received
If tracking shows that a parcel has been delivered but you tell us it has not been received, we will investigate with Royal Mail or the relevant delivery provider.
If the delivery provider confirms that the parcel has been lost or approves the claim, we will send a replacement at no additional cost.
If the investigation confirms that the parcel was correctly delivered to the address provided, we reserve the right to refuse a replacement or refund.
12. Incorrect delivery addresses
You are responsible for making sure your delivery address is accurate and up to date before your monthly parcel is dispatched.
You may update your delivery address before dispatch.
Once a parcel has been dispatched, the delivery address cannot be changed by us.
If a parcel is sent to the address you provided and is delivered there, we are not responsible for loss, delay or non-receipt caused by an incorrect, incomplete or outdated address supplied by you.
13. Returned, refused or unclaimed parcels
If a parcel is returned to us because it was refused, unclaimed, not collected from Royal Mail, or delivery could not be completed for reasons outside our control, we may agree to resend it.
You will be responsible for paying the full additional postage and packaging cost before the parcel is re-dispatched.
14. Return postage
If an item needs to be returned because it is faulty, damaged on arrival or we have made an error, we will cover reasonable return postage costs where agreed in advance.
If you are returning an item for any other reason, you may be responsible for return postage.
15. Statutory rights
Nothing in this policy affects your statutory rights.
If goods are faulty, damaged on arrival, not as described or not supplied with reasonable care, you may have rights under UK consumer law.
Where your statutory cancellation rights apply, you must notify us within the required cancellation period and return the goods in accordance with the law.
16. How to request help
To request a refund, replacement or support with a delivery issue, email us at:
info@orbitcollectorsclub.com
Please include:
- your full name;
- your order number, if available;
- your delivery address;
- a clear explanation of the issue;
- photographs or evidence where relevant.
17. Our decision process
We will review each refund, return, replacement or delivery claim fairly.
We may refuse claims where we reasonably believe the claim is fraudulent, abusive, unsupported by evidence or inconsistent with the nature of a mystery collecting membership.
We will always act reasonably and in accordance with your statutory rights.