Retroactive 25% Cancellation Fees from Absent T&Cs
Update: 12 days later, my full refund has been processed ahead of the chargeback completing. This business is clearly aware these fees are prohibited and unenforceable - please do not let them mislead you into paying them. If you have already paid fees then contact your bank and open a dispute for a partial refund.
It has been 8 days since I cancelled my order with no refund confirmation. The owner is now ignoring my emails, forcing me to file a formal dispute with my bank.
Based on my correspondence and community feedback, there appears to be significant risks with this business, including:
- persistent failure to fulfil
- lengthy refund battles
- 25% cancellation fees (only disclosed by email after cancellation)
- resistance to legitimate chargebacks
My case:
I ordered 4 Ascended Heroes bundles via Shop.app after verifying a standard refund policy. I later discovered this store had sold 8,000+ booster bundles. Knowing the improbability of a small trader securing this volume, I cancelled to avoid providing a loan. The owner responded with an unprofessional email attempting to waive my statutory rights via the following prohibited actions:
1) 25% 'restocking and admin' fee:
Owner: "we are enforcing our T&Cs... any pre orders cancelled before delivery will incur a 25% restocking and admin fee."
- Under Reg 34, CCR 2013 consumers have the right to cancel distance contracts without penalty.
- Deductions are only for "diminished value" (handling, customisation, perishables) which doesn't apply.
- As per Business Companion: "No other deductions, such as cancellation or restocking fees, can be made when a consumer exercises their legal right to cancel."
2) Hidden Fees (Section 230(4), DMCCA 2024):
- DMCCA prohibits cancellation fees not displayed at "Invitation to Purchase."
- No T&Cs are visible on their website or shop.app page.
- Regardless, private T&Cs cannot legally "opt-out" of or override consumer rights.
3) Misleading Chargeback Claims (Section 226, DMCCA 2024):
Owner: "We [..] had people charge back saying items have not arrived but we will defend this as [..] it stated the release date which has not passed so our bank will side with us"
- Misleading. A chargeback for "Failure to Fully Refund" after legal cancellation is distinct from "Non-Delivery." Misstating banking dispute processes to discourage refunds is a prohibited practice under the DMCCA.
4) Misleading Consumer's about their rights (Reg 5, CPR 2008)
- Claiming absent store terms override UK law is a misleading action designed to deprive customers of their rights.
Since April 2025, the CMA can issue direct fines of up to 10% of turnover or £300,000 without court intervention. Evidence of persistent violations can result in imprisonment of up to 10 years.
To address these practices, I strongly encourage victims to:
- Contact your bank if a refund is withheld or a fee is mentioned. Escalate to the FCA if your bank fails to protect your rights.
- Report to Citizens Advice/Trading Standards and the CMA.
- Report UK consumer law violations to Shopify and Asmodee. This is infringement of Acceptable Use and Supply Agreements. They take non-compliance seriously and it is often grounds for account suspension.
A pattern of deliberately taking money without supplying goods could also indicate underlying HMRC compliance failures.
Reporting helps protect the wider TCG community from further predatory behaviour.
It is sad that reputable stores find it difficult to secure stock, while this business admittedly:
- Exploits distributor allocations using multiple company registrations.
- Denies full statutory refunds and retroactively adds undisclosed fees.
- Contests valid chargebacks and misleads consumers.
- Fails to follow standard business ethics and wastes customers' time.
24. februar 2026
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