Refund policy

Returns & Refunds Policy

Last updated: August 2026

This website is operated by TPS Collective Ltd trading as The Prize Society (“The Prize Society”, “we”, “us” or “our”).

This policy explains how refunds are handled in relation to paid competition entries and prizes supplied by The Prize Society.

Nothing in this policy affects any statutory rights you may have under applicable UK consumer law.

1. Competition Entries

Paid competition entries are purchased for participation in the relevant competition and are processed in accordance with the applicable Competition Terms & Conditions.

Once a valid entry has been submitted and accepted into a live competition, it cannot ordinarily be cancelled, returned or exchanged simply because an entrant changes their mind.

This does not affect any cancellation, refund or other rights that you may have under applicable law.

2. Refunds

We may provide a refund where required by law or where appropriate because of circumstances including:

  • a duplicate transaction;
  • a technical checkout error;
  • an incorrect payment or entry allocation;
  • a payment-processing error;
  • a competition being cancelled; or
  • another material error attributable to The Prize Society.

If you believe an error has occurred, please contact us as soon as reasonably possible with your order details.

Where a refund is approved, it will normally be returned to the original payment method used for the transaction.

Processing times after a refund has been issued may vary depending on your bank or payment provider.

3. Cancelled Competitions

If The Prize Society cancels a competition and the competition will not proceed, affected paid entrants will be entitled to an appropriate remedy in accordance with the applicable Competition Terms & Conditions and consumer law.

Unless otherwise required by law, this may include:

  • a full refund of the affected paid entry; or
  • where the entrant expressly agrees, transfer of the equivalent entry value to another competition.

Entrants will not be required to accept a transfer to another competition instead of a refund where they are legally entitled to a refund.

Complimentary entries have no purchase price and therefore do not have a monetary amount to refund.

4. Complimentary Entries

No payment is required to submit an entry through our designated complimentary entry route.

As no purchase is made, complimentary entries are not eligible for a monetary refund.

If a competition is cancelled, complimentary entries relating to that competition will cease to be valid unless otherwise communicated by The Prize Society.

5. Prizes

Competition prizes are awarded to verified winners and are not purchases made by the winner.

Accordingly, prizes cannot ordinarily be returned or exchanged for cash simply because a winner changes their mind.

If a physical prize is received damaged, defective or materially different from the prize described, the winner should contact us as soon as reasonably possible.

We will review the circumstances and, where appropriate, arrange a suitable remedy, which may include repair, replacement or another appropriate resolution.

This does not affect any rights that may apply under applicable law.

6. Prize Substitution

Where a prize or individual component becomes unavailable for reasons outside our reasonable control, we may provide a reasonable substitute of equivalent or greater value where permitted by the applicable Competition Terms & Conditions.

Prize substitution is not the same as a customer refund and does not create an automatic entitlement to the cash value of the original prize.

7. Fraud, Misuse & Invalid Entries

We may investigate refund requests where we reasonably suspect fraud, misuse, payment abuse or a breach of the applicable Competition Terms & Conditions.

We reserve the right to reject a refund request where there is a legitimate basis to do so.

Nothing in this section permits us to withhold a refund or other remedy where one is required by applicable law.

8. Requesting a Refund

For refund or payment-related enquiries, please contact:

TPS Collective Ltd
Trading as The Prize Society

Email: support@theprizesociety.uk

Please include:

  • your full name;
  • the email address used for your purchase;
  • your order number;
  • the relevant competition; and
  • a brief explanation of your request.

We may request additional information where reasonably necessary to locate the transaction or investigate the issue.

9. Payment Provider Processing

Approved refunds will normally be returned to the original payment method.

Once we have instructed a refund, the time taken for funds to appear in your account is controlled by the relevant payment provider or financial institution and may vary.