At Pokémon Card Gems, we stand behind every card we sell. If you’re not completely satisfied with your purchase, we’re here to help. This policy outlines the terms for returns, refunds, and exchanges.
✅ Eligibility for Returns
You may return eligible items within 14 days of delivery for a refund or exchange, provided they meet the following conditions:
The item must be in the same condition as received — unused, unopened (if sealed), and in original packaging.
Graded cards (slabbed) must remain fully sealed in their protective case — any tampering voids return eligibility.
Raw (ungraded) cards must be returned in a top loader with no signs of wear, bending, or damage beyond what was described.
Proof of purchase (order number) is required.
❌ Non-Returnable Items
The following items cannot be returned or refunded due to their nature:
Sealed booster boxes opened by the customer
Pre-orders canceled after shipping has been processed
Digital gift cards
Cards damaged due to mishandling after delivery
Items purchased during final sale or clearance events (clearly marked)
🔄 Exchanges
We offer exchanges for:
Misshipped items (we sent the wrong card)
Damaged or defective products upon arrival
Sizing errors on apparel/accessories (if applicable)
For exchanges, contact us within 14 days. We’ll cover shipping for incorrect or damaged items. For other exchanges (e.g., change of mind), you’ll be responsible for return shipping.
💵 Refund Process
Once we receive and inspect your return, we’ll notify you via email.
Approved refunds are processed within 3–5 business days.
Refunds are issued to the original payment method (credit card, PayPal, etc.).
Shipping fees are non-refundable, unless the return is due to our error or a defective product.
International customers are responsible for return shipping costs and customs fees.
📦 How to Initiate a Return
Contact our support team at support@pokemongems.com within 14 days of delivery.
Include your order number and reason for return.
We’ll provide a Return Authorization Number (RA#) and shipping instructions.
Pack the item securely using the original packaging (or equivalent protection).
Ship it back to us. We recommend using a trackable, insured service.
Note: Returns sent without prior authorization may be refused.
🛡️ Damaged or Incorrect Items
If your order arrives damaged, mislabeled, or incorrect:
Take clear photos of the package and contents immediately.
Email us within 48 hours of delivery with your order number and images.
We will issue a full refund or replacement at no cost to you.
⏳ Processing Time
Return processing time: 3–7 business days after receipt
Refund posting time: 3–10 business days (varies by bank/payment provider)
🎯 Our Commitment to You
Every card at Pokémon Card Gems is inspected before shipping. We provide accurate descriptions, high-resolution photos, and grading details so you know exactly what you’re getting. Our goal is 100% collector satisfaction.
If you have questions about this policy, feel free to reach out — we’re always happy to help!
Contact Us:
📧 support@pokemongems.com
📦 Pokémon Card Gems
🌐 www.pokemongemscards.com
