Refund policy

Last Updated: September 30, 2025

Thank you for shopping with us at The Poké Store. Our Return and Refund Policy ensures a smooth and transparent experience for all customers. Please review the guidelines below regarding eligibility, timelines, and processes for returns, refunds, and exchanges.

1. Scope and Contact Information

For questions regarding returns and refunds, please contact us:

The Poké Store

Registered Address: 167-169 Great Portland Street, London, W1W 5PF, United Kingdom

E-mail: contact@thepokestore.co.uk

Contact form: Click here

Customer Service: Core hours are Monday to Friday, 10:00 am – 6:00 pm

2. Return Period

You have 14 calendar days from the date of delivery to request a return.
Returns must be initiated and shipped within this 14-day period.

3. Return Eligibility

To be eligible for a return, items must:

Be in the same condition as received
Be unopened and unused
Be in their original packaging

Important: Due to the nature of Pokémon TCG products:

Opened booster packs
Opened sealed products
Any item where the seal has been broken

…cannot be returned under any circumstances. This ensures product integrity and fairness for all customers.

4. How to Request a Return

Contact Customer Service: Email contact@thepokestore.co.uk within 14 days of delivery with your order number, reason for return, and any supporting photos if applicable.
Receive Return Authorisation: Our team will review your request and provide a return authorisation with detailed instructions.
Return Packaging: Safely package the item, including all original packaging.
Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer unless the item is defective or incorrect.

Do not send items back before receiving authorisation, as unapproved returns may be rejected.

5. Damages and Issues

Inspect your order immediately upon delivery.
Contact us without delay if your item is defective, damaged, or incorrect.
We will assess the issue and provide a replacement or refund as appropriate.

6. Refund Policy

Approval: Once we receive and inspect your returned item, we will notify you regarding approval within 3 business days.
Processing: Approved refunds are issued to the original payment method within 10 business days. Bank or credit card processing times may vary.
Confirmation: You will receive a confirmation email once the refund is processed.
Issues: If the refund is not received within 15 business days after approval, please contact us at contact@thepokestore.co.uk.

7. Exchange Policy

Exchanges are available for defective or incorrect items.
Contact us within 14 days of delivery to initiate an exchange.
Return shipping costs for eligible exchanges are covered by us.

8. Order Cancellations

Orders can be cancelled within 1 hour of purchase by contacting customer service.
If the order has already shipped, please follow the return instructions above.

9. Processing Times

Step	Timeframe
Return Inspection	3 business days
Refund Issuance	10 business days after inspection

10. Return Shipping Address

Please send approved returns to the address provided in your return authorisation email.

11. Additional Notes

Lost Packages: Contact us immediately to investigate with the shipping carrier.
Damaged Items: Report within 48 hours to arrange a return at no cost.
Incorrect Product: Contact us to return the item and receive the correct product promptly.

12. Contact Information

For further assistance regarding returns, refunds, or exchanges: