We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@pokekartoues.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You will be responsible for postage costs and ensuring the item reaches us in the same condition received.
Please note that if the item returned does not satisfy these requirements we will not accept it.
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 / non-returnable items
Because of the nature of the products, we do not accept any returns if the packaging has been opened. We also cannot accept returns on sale items, gift cards or single Pokemon cards.
Unfortunately, we cannot accept returns on sale items or gift cards.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations / Order Amendments
You can cancel or amend any order before it has been dispatched, please contact us to do so. If an order needs to be cancelled or amended at very short notice, we recommend calling to ensure that your order is not packed and/or dispatched before changes can be made. Please note that alterations may result in a delay in dispatching your order. If your order has been already been dispatched, please follow our returns process.
PokeKartoues can not be held responsible for any supplementary costs incurred by a customer caused by a delayed/lost/misrouted orders.
