Refund policy

At PokéPuls, customer satisfaction is our priority. We carefully inspect and package all Pokémon trading cards, collectibles, and accessories before shipment to ensure your order arrives safely and in excellent condition.

Please review our Return & Refund Policy below.

1. Return Eligibility

We accept eligible returns within 30 days of delivery.

To qualify for a return:

  • The item must be unused and in the same condition as received.

  • The item must include all original packaging, seals, accessories, and included materials.

  • You must provide proof of purchase or order information.

  • The return request must be approved by our customer support team before sending the item back.

Items returned without prior authorization may not be accepted.

2. Trading Cards and Collectibles

Due to the collectible nature of Pokémon products, certain items may have special return conditions.

Sealed Products

Sealed Pokémon products must remain unopened, factory sealed, and in their original condition to be eligible for a return.

Opening sealed products may affect eligibility because the contents are collectible items with variable value.

Single Cards and Graded Cards

Single cards, graded cards, and collectible items must be returned in the same condition as received.

Returns may be refused if items show:

  • Damage

  • Alteration

  • Wear beyond the original condition

  • Missing protective packaging

3. Damaged or Incorrect Orders

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

  • Photos of the item and packaging

  • A description of the issue

We will review your request and provide an appropriate solution, which may include:

  • Replacement of the item

  • Store credit

  • Refund

4. Non-Returnable Items

Certain items cannot be returned, including:

  • Opened trading card products

  • Used items

  • Products damaged after delivery due to customer handling

  • Gift cards

  • Digital products

  • Items without original packaging

  • Items returned without authorization

5. Return Process

To request a return:

  1. Contact us at contact@PokéPuls.shop.

  2. Provide your order number and reason for the return.

  3. Wait for return approval and instructions.

  4. Ship the approved return using the provided instructions.

  5. Once received and inspected, we will process your refund or replacement.

Please do not send items back before receiving return approval.

6. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item received was incorrect.

  • The item arrived damaged.

  • The return is due to an error made by PokéPuls.

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

7. Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed to your original payment method.

Please allow:

  • 5–10 business days for your refund to appear after approval.

  • Additional processing time depending on your payment provider.

8. Partial Refunds

Partial refunds may be issued in certain situations, including:

  • Items returned with missing components.

  • Items showing signs of use or damage.

  • Items not returned in original condition.

9. Order Cancellations

Orders may be canceled only before they have been processed or shipped.

Once an order has been shipped, it must follow the standard return process.

To request cancellation, contact us as soon as possible after placing your order.

10. Exchanges

We currently handle exchanges on a case-by-case basis depending on product availability.

If you would like to exchange an item, please contact our support team for assistance.

11. Pre-Orders

Pre-order cancellations and refunds are subject to our Pre-Order Policy.

Release dates may change due to manufacturer delays, and such delays do not automatically qualify for cancellation unless otherwise stated.

12. Contact Us

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

PokéPuls

Address:
1667 Sussex Court
Waco, TX 76701
United States

Email: contact@PokéPuls.shop

Phone: +1 (479) 345-1674