Fanatics Live UK features live competitive bidding for limited and rare products. To protect the integrity of the auction process, be aware that all bids are binding on you at the point you make the bid and indicate your offer to purchase the item.

You understand that placing a bid is an offer to buy the item at the price in the bid, plus any applicable shipping and/or handling fees, as well as any applicable sales, use or other similar taxes For more information, see our Terms of Use  and Live Auction Policy.

Our philosophy is to make sure you are confident when making a purchase. If you have a customer service issue, please contact the Seller as soon as possible.  If you do not hear from the Seller within 2 business days or a resolution could not be reached with the Seller, we’ll step in to make it right. We’ll handle returns on a case-by-case basis with the ultimate goal of making our customers happy. Please refer to the process below. We've got you!

Process:

STEP 1 – If you change your mind about a purchase, you can contact the Seller within 14 days of receiving your item to inform them of your decision to cancel your purchase and receive a refund. You must return the item to the Seller within 14 days of informing them of your decision to cancel. The Seller will refund the cost of the item upon receiving the returned item from you.  You may be required to bear the costs of delivery associated with returning the item.

EXCEPTIONS: You agree and acknowledge that your right to cancel a purchase as detailed in STEP 1 above does not apply to: 

• auctions involving 'card breaks' or similar events where a sealed product (e.g., a pack of trading cards) is opened as part of the auction process; or
• auctions (or other sales) involving the sale of sealed packs, boxes, or collectibles which, once opened, may lose their unsealed value where such products are opened after delivery to you; or
• products that have been altered or customised as part of the auction process; or
• other auctions where the nature of the product fundamentally changes due to an action taken during the auction, making it unsuitable for return.

STEP 2 - In the rare event something goes wrong for another reason besides you changing your mind within 14 days of receiving your item, the first step is to contact the Seller. A request to the Seller must be made (within 30 days) of the purchase. 

STEP 3 - If you do not hear from the Seller within 2 business days or a resolution with the Seller was not reached, please submit a request to our support team via the following link. We’ll step in to assist for the following reasons:

• If you have changed your mind (within 14 days of receiving your purchased item) and the Seller is either unresponsive or the Seller has not reached a resolution with you, please contact our support team via the following link and we will assist in reaching a resolution. 
• Incorrect Order
  • The item you received does not match the description, condition from the live stream, video or photo listed
  • The item is fake or counterfeit. 
  • You have reason to believe you have received a stolen product. 

• Delayed Order
  • Shipping fees refunded IF the item is substantially delayed getting shipped.
  • Shipping fees refunded IF the customer paid for expedited shipping and the item is substantially delayed in transit.
• Missing
  • The item is missing 

• Orders marked Delivered
  • If an order shows delivered by the shipping company but you have not received, depending on the shipping method used by the Seller, you may need to reach out to the shipping platform and file a claim. The shipping platform used may have a claim filing process online, which may be filed by the recipient. Please ensure you have proof a claim was filed before reaching out to the support team. If the type of delivery used by the Seller does not permit for recipient claims online, please contact the Seller and follow the steps process above in this refund policy.

•  Damaged
  • We may request you provide a photograph of the damaged item/s along with shipping packaging if you request a return and refund due to damaged items.
    
    

Refund Amount 

If a refund is eligible by Fanatics Live UK, the full purchase price will be refunded (including shipping/delivery costs). 

Exceptions and Exclusions to Refund Reasons:

• Condition of returned items. When an item is required to be returned to receive a refund, you must return the same item in the exact same condition you received it. You may be denied a refund if you return the wrong item or the item is returned in a different/lesser condition.
  
  
• High-value items won in breaks. Cards may be eligible for a separate high-value loss reimbursement (see below). Buyers will be eligible for a refund of the item’s market value vs. the order value. Fanatics Live UK will help determine the appropriate refund amount due based on market value.  Any decisions made on market values by Fanatics Live UK are final.
  
  
• Items with Grading. Items with grading purchased as an add-on from Sellers are not eligible for a refund. Purchasing grading services directly from Sellers is solely at the discretion of the buyer. Fanatics Live UK is not responsible for the authentication or verification of authorized grading dealers.
  
  
• Delivery Refusal. If you refuse delivery of an item, you will not be eligible to receive a refund and may be charged additional fees or costs.
  
  
• VAT or custom fees. You are solely responsible for all custom duties, value added service charges or other governmental fees. If you refuse to pay custom duties or other taxes, you will not be eligible to receive a refund and may be charged additional fees or costs.
  
  
• Return/refund Fraud. If we suspect that you are abusing our refund policy or otherwise not in compliance with this refund policy or the Terms of Use, in each case as determined by us in our sole discretion, we may take action against your account including reporting you to the relevant authorities where we suspect for example that you are engaging in criminal activity and preventing your further use of Fanatics Live UK.
  
  
• Chargebacks. Items that have been disputed with their financial institution are ineligible for refunds. Learn more about Chargebacks under the ‘Refunds’ Section. 

Refund Timelines

To be eligible for a refund, requests must be submitted to the Seller within 30 days from purchase and you must otherwise be in compliance with this refund policy and the Terms of use.

Additional Notes:

• International Orders. Currently Fanatics Live UK does not support international shipping.

High Value Loss

• Sellers
  • Sellers must request an insured label for any package where the contents are £100 or more. For the avoidance of doubt, delivery of purchased items are the responsibility of the Seller.  If there is an issue with an order, follow the process outlined in the ‘process’ section above. 
  • Sellers are accountable if a customer didn’t receive exactly what they bought due to a mistake (or theft) by a Seller’s employee. In the event of misconduct, Sellers will be financially responsible and may be billed back for the market price of the item.
• Fans
  • In order to receive reimbursement please follow the steps and timeframes set out in this Returns policy. 

Accidental bids

All accidental bids will be investigated, so please provide us with as much documentation and evidence of the error as possible. 

• Technical issue - If there was a technical issue which occurred during bidding, please hit the “Report” button (flag in the right corner of stream) to notify Fanatics Live UK immediately. Please submit the cancellation request within 2 hours of the error. 
• Accidental Bid - Cancellation requests for accidental bids or miss-bids must be made within 2 hours of the error.

Chargeback Policy

Chargeback, also called a reversal, is the return of funds used to make a purchase. 

• Fan dispute - Fanatics Live UK will place the Fan account on hold, to prevent future purchases and work with the financial institution until a resolution is reached.

Credit Error - Fanatics Live UK will place the Fan account on hold to prevent future purchases but we will submit an alternative payment option to the Fan for resolution.
Nothing in these policy affects your statutory rights in any way.