Refund policy

At PokemonCollect, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided that:

  • The item is unused, unworn, and in its original condition.

  • The item is returned in its original packaging with all accessories, inserts, and documentation.

  • Proof of purchase (such as your order confirmation or receipt) is provided.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, or incorrect:

  • Opened or unsealed Pokémon trading card products.

  • Booster packs, booster boxes, and other sealed trading card products that have been opened or tampered with.

  • Mystery boxes or mystery packs after opening.

  • Gift cards.

  • Downloadable or digital products.

  • Clearance or final sale items, where permitted by applicable law.

  • Personalized or custom-made products.

This policy helps ensure fairness and protects the integrity of collectible products.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photos of the item and its packaging.

Once reviewed, we will offer an appropriate resolution, which may include a replacement, exchange, store credit, or refund.

4. How to Request a Return

To initiate a return, please contact our customer support team before sending any items back.

Email: contact@pokemoncollect.shop

Please include:

  • Your order number.

  • The item(s) you wish to return.

  • The reason for the return.

If your return is approved, we will provide return instructions.

Returns sent without prior authorization may not be accepted.

5. Return Shipping

If the return is due to:

  • A defective or incorrect item, we will cover the reasonable return shipping costs where applicable.

  • A change of mind or other customer preference, the customer is responsible for the return shipping costs unless otherwise required by applicable law.

We recommend using a trackable shipping service for valuable collectible items, as we are not responsible for items lost during return transit.

6. Refunds

After receiving and inspecting your returned item, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider or financial institution.

Original shipping charges are generally non-refundable unless the return is due to our error or required by applicable law.

7. Exchanges

We replace items only if they are:

  • Damaged.

  • Defective.

  • Incorrectly shipped.

If you wish to exchange an item for the same product, please contact us before returning it.

8. Order Cancellations

Orders may be cancelled before they are processed or shipped.

If your order has already been shipped, it cannot be cancelled, but you may request a return in accordance with this policy.

9. Refused Deliveries

If an order is refused or returned because:

  • An incorrect shipping address was provided.

  • Customs duties or import fees were not paid.

  • Delivery attempts were unsuccessful.

Any refund may be reduced by applicable shipping costs, return fees, customs charges, or other expenses incurred, where permitted by law.

10. European Union Consumer Rights

If you are a consumer residing in the European Union, you may have additional statutory rights, including the right to withdraw from certain purchases within 14 days under applicable consumer protection laws.

Please note that sealed products that are unsealed after delivery, personalized items, and certain other products may not qualify for the right of withdrawal where exemptions apply under applicable law.

Nothing in this policy limits your mandatory statutory consumer rights.

11. Contact Us

If you have any questions regarding returns or refunds, please contact us:

PokemonCollect

Email: contact@pokemoncollect.shop

Phone: +1 (479) 345-1674

Business Address:
Alt-Moabit 24
15841 Beeskow
Germany