Return and Refund

Sometimes after a purchase, a return and/or refund is requested. Below are the conditions* for your requests to be accepted, as well as the necessary information.

Cancellation before shipment:

Please note that all refund requests without exception will incur a 5% restocking/cancellation fee, which will be deducted from the refunded amount. However, if the cancellation is our fault, we will refund the entire fee.

In case of return requests:

Any returns requested by the customer must first be approved by our staff and can only be requested within one week of receipt.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.It may take up to 10 business days to receive and process your return. Once processed, your refund may take up to 10 business days to appear on your statement. Shipping costs are not included in the refunded price and a 10% restocking fee will be applied. However, if the return is our fault, we will cover all these costs. 

To start a return, you can contact us at support@pokecard.co. 

* Please note that a minor packaging defect that does not affect the contents is not considered a defect or damage for package insurance or refund claims. A small crease, scratch or indentation on the outer packaging can occur at any point in the manufacturing, procurement or shipping processes. If you are a collector looking for impeccable packaging, please leave a massage to us. We will try to select an item with no marks on the packaging.

**Please note that a card or product with original / factory defects (bad framing, printline, slightly damaged corner for arcade items...) cannot be returned under any circumstances. The product is considered as new. The requirements on the collections and the state of the products being part of the personal appreciation of each one, thank you to ask us for additional photos before purchase.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions:

Custom orders are final sales and cannot be returned. If an item from a custom sale is returned, we will not be able to accept the return and will donate your merchandise.

Since collectible products are positioned in a market that fluctuates financially, we will apply a pro-rata refund of the value on the day of receipt.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@pokecard.co.