Refund policy

Last updated: 2 November 2026

This policy explains how to return an item to Holo Vault (OPTIMUM AGENCY LLC). It does not affect your statutory rights as a consumer under UK law.

30-day returns

You can return any item within 30 days of the day you receive it, for any reason. This is longer than the 14-day cancellation period required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and it includes that legal right.

  • Items should be returned unopened, with factory seals and shrink-wrap intact, in their original condition and packaging.
  • If you return an item that has been opened or handled more than needed to inspect it (for example an opened booster pack or booster box), we may reduce your refund to reflect the loss in value, as the law allows.
  • Graded cards must be returned in the original, undamaged slab.

How to return an item

  1. Email orders@holovault-shops.com within 30 days of delivery with your order number and the items you want to return. You can also use the model cancellation form below, but you do not have to.
  2. We will reply with your return instructions.
  3. Send the items within 14 days of telling us, to:
    24 Flask Walk, Hampstead, London, NW3 1HE, United Kingdom

Please use a tracked service and keep your proof of postage. Unless the item is faulty or we sent the wrong item, you pay the cost of sending it back.

Refunds

  • We refund you within 14 days of receiving the returned items (or of you giving us proof that you have sent them back, if earlier).
  • Refunds go back to your original payment method.
  • If you return a whole order within the 14-day legal cancellation period, we also refund the standard delivery cost you paid.
  • Your bank or card provider may take a few extra days to show the refund.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty, damaged on arrival or not what you ordered, email us with your order number and photos. You are entitled to a full refund within 30 days of delivery, and to a repair, replacement or refund after that, in line with your statutory rights. We cover return postage for faulty or incorrect items.

Pre-orders

You can cancel a pre-order for a full refund at any time before it is dispatched. Once delivered, pre-order items follow the same 30-day returns policy as everything else.

Exchanges

We do not swap items directly. Return the item for a refund and place a new order for the item you want.

Model cancellation form

To: OPTIMUM AGENCY LLC, 24 Flask Walk, Hampstead, London, NW3 1HE, United Kingdom, orders@holovault-shops.com
I hereby give notice that I cancel my contract of sale of the following goods: ______
Ordered on / received on: ______
Order number: ______
Name: ______
Address: ______
Date: ______

Business identity and contact

Legal business name OPTIMUM AGENCY LLC
Trading name Holo Vault
Address 8206 LOUISIANA BLVD NE STE A 9694, ALBUQUERQUE, NM 87113, United States
EIN 98-1981442
Email orders@holovaultstore.com
Phone +44 7456 064349