Refund policy

Return and Refund Policy

Last updated: 22 July 2026

This policy applies to consumer purchases made directly through collexylux.dk. Purchases made through Cardmarket are governed by Cardmarket’s platform terms and the legal information on our Cardmarket profile.

Laursen Digital Ventures ApS
Registered secondary name: CollexyLux ApS
Danish company registration number (CVR): 41672935
VAT number: DK41672935
Nedertoften 29, ground floor right
2720 Vanløse
Denmark
Telephone: +45 60 55 66 40
Email: contact@collexylux.dk

1. Right of withdrawal

As a consumer, you generally have the right to withdraw from your purchase without giving a reason within 14 days.

This right applies to purchases in Denmark and to our sales to consumers in other EU and EEA countries to which the online store offers delivery. If mandatory law in your country of residence gives you more favourable rights, those rights are not limited by this policy.

The withdrawal period expires 14 days after the day on which:

  • you, or a third party appointed by you other than the carrier, take physical possession of the goods,
  • you take physical possession of the final item if several items from the same order are delivered separately, or
  • you take physical possession of the final lot or part if an item is delivered in several lots or parts.

If the final day of the period falls on a weekend or public holiday, the period is extended to the next working day.

You may also notify us that you wish to cancel or withdraw before the goods have been delivered.

The statutory right of withdrawal does not apply to purchases made mainly for purposes connected with the buyer’s trade or profession.

2. How to notify us of your withdrawal

Before the withdrawal period expires, you must give us an unequivocal statement that you wish to withdraw from the contract.

You can use the digital return and cancellation flow in your Shopify customer account:

Cancel or return an order

How to use the digital flow:

  1. Sign in using the email address you used for the purchase. You will receive a one-time code by email and do not need a password.
  2. Select the relevant order.
  3. If the goods have not yet been prepared, you can submit a cancellation request.
  4. If the goods have been delivered, you can select the item or items you wish to return and submit your return request.

After you submit a return or cancellation request through the digital flow, Shopify will send an electronic confirmation by email before we review the request.

Notice of withdrawal is given in time when the request is submitted. Our subsequent processing in Shopify concerns the practical handling of the return, cancellation and any refund.

You can also notify us of your withdrawal in one of the following ways:

If the customer account’s digital flow does not display the relevant order or item, you can still notify us of your withdrawal through the contact form, by email or by using the model withdrawal form. A technical limitation in the flow does not restrict your statutory rights.

The deadline is met if you send your notice before the withdrawal period expires.

Merely refusing delivery or failing to collect a parcel is not sufficient. You must clearly inform us that you wish to withdraw from the contract.

3. Returning the goods

After notifying us of your withdrawal, you must send or hand the goods back to us without undue delay and no later than 14 days after the day on which you informed us of your decision.

Returns must be sent to:

Laursen Digital Ventures ApS / CollexyLux
Nedertoften 29, ground floor right
2720 Vanløse
Denmark

Returns or personal delivery at the address must follow the return process described above or be arranged in advance. The address is not open to customers without an appointment and has no fixed opening hours.

The return deadline is met if you send the goods before the 14-day period expires.

Please include the order number, your name and your email address where possible so that we can identify the return. Failure to include the order number does not in itself cause the right of withdrawal to lapse if the purchase can be identified in another way.

4. Return shipping, return fees and packaging

For an ordinary withdrawal, you are responsible for the direct cost of returning the goods. You must therefore purchase and pay for the appropriate return shipment yourself.

We do not charge a separate return fee or restocking fee for an ordinary withdrawal.

The goods must be packaged securely. Pokémon cards and other collectables should be returned with suitable protection, such as a sleeve, rigid card protection and secure outer packaging.

We recommend keeping your proof of postage and using a tracked return service for higher-value goods. You must be able to document that the goods were sent before the return deadline expired.

Damage caused by inadequate packaging or other improper handling during the return may be taken into account when assessing any reduction in value.

5. Refunds following a full withdrawal

If you withdraw from the entire purchase, we will refund all payments received from you, including the original delivery cost corresponding to the least expensive standard delivery method offered at the time of purchase.

If you chose a more expensive delivery method than our least expensive standard delivery method, the additional cost of the more expensive method will not be refunded.

The refund will be made without undue delay and no later than 14 days after the day on which we receive your notice of withdrawal.

However, we may withhold the refund until:

  • we have received the goods back, or
  • you have provided evidence that the goods have been returned,

whichever occurs first.

As a rule, the refund will be made using the same payment method that you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

6. Partial withdrawal

CollexyLux allows you to withdraw from the purchase of one or more items in an order without returning the entire order.

For a partial withdrawal, we will refund the price of the returned items. The original delivery cost will normally not be refunded because the remaining part of the order has still been delivered. This does not apply where mandatory rules or the specific calculation of the delivery price entitle you to a partial refund.

7. Inspecting the goods and reduction in value

You may inspect the goods in the same way as you could reasonably inspect them in a physical shop.

You are only liable for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

For collectable cards, a reduction in value may, for example, result from:

  • new scratches, bends, pressure marks or whitening,
  • moisture, liquid or surface damage,
  • damage caused by improper handling or packaging,
  • removal of or damage to a grading holder, or
  • any other alteration of the goods after delivery.

Handling beyond what is necessary does not automatically cause the right of withdrawal to lapse. Instead, we may deduct an amount corresponding to the specific and documented reduction in value.

For factory-sealed collectables, breaking the original seal or opening packs may result in a substantial and, in some cases, complete reduction in value. This will be assessed individually and does not in itself constitute a general exception to the right of withdrawal.

8. A claim concerning defective goods is not the same as withdrawal

If the goods are damaged on delivery, incorrectly supplied, not authentic, materially misgraded or otherwise not in conformity with the contract, this is a claim concerning defective or non-conforming goods rather than an ordinary withdrawal.

Contact us as soon as possible through our contact form or at contact@collexylux.dk.

For a justified claim, CollexyLux will cover the necessary and reasonable return costs.

This policy does not restrict your statutory rights, including the two-year statutory right to remedies for defective or non-conforming goods in consumer purchases. For sales to consumers in other EU and EEA countries, mandatory rights in the customer’s country of residence also apply where they provide greater protection.

9. Model withdrawal form

Complete and return this form only if you wish to exercise your right of withdrawal.

To:
Laursen Digital Ventures ApS / CollexyLux
Nedertoften 29, ground floor right
2720 Vanløse
Denmark
Email: contact@collexylux.dk

I/We hereby give notice that I/We wish to exercise the right of withdrawal in relation to my/our contract of sale for the following goods:

__________________________________________________

__________________________________________________

Order number:

__________________________________________________

Ordered on:

__________________________________________________

Received on:

__________________________________________________

Name of consumer(s):

__________________________________________________

Address of consumer(s):

__________________________________________________

__________________________________________________

Signature of consumer(s):
Only if this form is submitted on paper.

__________________________________________________

Date:

__________________________________________________

See also our Terms and Conditions and Shipping Policy.

If you have any questions, you can email us at contact@collexylux.dk or call +45 60 55 66 40.