Refund policy

Last updated: 20 September 2026

We want you to be confident when ordering from Scan Cards. This policy explains your rights when buying from us and is in addition to your statutory rights.

Change-of-mind returns

For standard, non-personalised Scan Cards, we offer a 30-day return period from the date you receive your order. To qualify for a full change-of-mind refund under this voluntary policy, the card must be unused, unlinked, undamaged and returned in its original packaging with proof of purchase.

If you are a UK consumer, you also have a legal right to cancel an eligible online order without giving a reason. You must tell us within 14 days after the day you receive the goods. You then have a further 14 days to send the goods back.

To cancel or request a return, email help@scancards.co with your order number and the email address used for the order. We will confirm the return instructions and return address. Please do not send an item back before receiving those instructions.

For an eligible change-of-mind return, you are responsible for the direct cost of returning the item. We recommend using a tracked service. We are not responsible for a return until it reaches us.

You may inspect the card as you would in a shop. If it has been handled or used beyond what is necessary to check its nature, characteristics and operation, we may make a reasonable deduction for any reduction in value. Linking, programming, marking or damaging the card may reduce its resale value.

Personalised products

The legal change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as a card printed with your own name, logo, artwork or other bespoke content. We will make this clear before checkout when it applies.

This exception never limits your rights if an item is faulty, damaged, misdescribed or not fit for purpose.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact help@scancards.co as soon as reasonably possible if it is damaged, faulty or incorrect. Include your order number and, where helpful, photographs of the issue.

Goods must be as described, of satisfactory quality and fit for purpose. Nothing in this policy limits your rights under the Consumer Rights Act 2015. Where the law requires it, we will cover reasonable return costs and offer the appropriate remedy, which may include a repair, replacement, price reduction or refund.

Refunds

We will tell you when we receive and inspect your return. Where a refund is due, we will make it without undue delay and no later than 14 days after we receive the goods back or you provide acceptable evidence that they were sent back, whichever is earlier.

Refunds are made to the original payment method. For a valid UK statutory cancellation, we will also refund the cost of the least expensive standard delivery option offered at checkout. Extra delivery charges for an upgraded service are not refundable unless the goods were faulty, damaged or incorrect.

Your bank or card provider may take additional time to show the refund in your account.

Monthly service

The physical card purchase and the Scan Cards Monthly Service are separate parts of your order. Cancelling a subscription stops future renewals but does not automatically cancel or refund the physical card. See our Purchase Options Cancellation Policy for subscription cancellation details.

Contact

Email: help@scancards.co

Postal address: 10 Downing Street, Cambridge, CB2 3DS, United Kingdom

Model cancellation form

You may use the wording below, but you do not have to use this form.

To: Scan Cards, 10 Downing Street, Cambridge, CB2 3DS, United Kingdom, help@scancards.co

I give notice that I cancel my contract for the sale of the following goods:

Order number:

Ordered on / received on:

Customer name:

Customer address:

Signature, if submitted on paper:

Date: