At Pokémon Cards, we want every collector to be completely satisfied with their purchase. If for any reason you are not happy with your order, we are here to help. This policy outlines everything you need to know about returning items, receiving refunds, and requesting exchanges.
Return Eligibility and Process
We accept returns on eligible items within 14 calendar days of delivery for a full refund or exchange, provided the items meet our return conditions. To be eligible for a return, the item must be in the same condition as when you received it—unused, unopened if factory sealed, and in its original protective packaging. Graded cards encased in slabs must have their cases completely intact and unaltered; any signs of tampering will immediately void return eligibility. Loose or ungraded cards must be returned in a protective sleeve or toploader, free from any new damage, creases, bends, or wear beyond what was originally described in the listing. Proof of purchase, including your order number, is required for all returns.
To initiate a return, please contact our customer support team at support@pokemonscards.com within 14 days of receiving your order. Be sure to include your order number and the reason for your return. Once your return is authorized, we will provide you with a Return Authorization Number and detailed shipping instructions. Please pack the item securely using the original packaging or equivalent protective materials, and ship it back to us using a trackable and insured shipping method, as we cannot be responsible for items lost or damaged during return transit. Please note that any returns sent without prior authorization may be refused upon arrival.
Non-Returnable Items
Certain items are not eligible for return or refund due to their nature. These non-returnable items include sealed products such as booster boxes, booster packs, or collection boxes that have been opened after delivery, pre-orders canceled once the item has already shipped, digital codes, gift cards, and any cards that have been damaged due to improper handling, storage, or external factors after delivery. Additionally, items marked as final sale, clearance, or part of a special promotion are non-returnable and will be clearly identified as such at the time of purchase.
Exchanges
We are happy to process exchanges in specific circumstances. These include situations where you received the wrong item due to our shipping error, products that arrived in damaged or defective condition, or incorrect sizing on any branded apparel or merchandise we offer. For exchange requests, please contact us within 14 days of delivery at support@pokemonscards.com with your order number and details of the issue. If the exchange is due to our mistake or a damaged item, we will cover all return shipping costs. For exchanges requested for other reasons, such as a simple change of mind, the customer is responsible for return shipping expenses, and any price differences may apply.
Refund Process
Once your returned item is received at our facility, our team will inspect it carefully to ensure it meets all eligibility requirements outlined in this policy. We will notify you via email once the inspection is complete. If your return is approved, we will process your refund within 3 to 5 business days. The refund will be credited back to your original method of payment, whether that is a credit card, debit card, PayPal, or another payment provider used at checkout. Please allow additional time for the refund to appear in your account, as processing times vary by bank or payment provider, typically ranging from 3 to 10 business days.
Please note that original shipping charges are non-refundable unless the return is a result of our error or a defective product. If you are an international customer, any return shipping costs, as well as applicable customs duties, taxes, or import fees, are your responsibility.
Damaged, Defective, or Incorrect Orders
We take great care in packaging every order, but occasionally items may be damaged during transit or errors may occur. If your order arrives in damaged condition, with a defective product, or if we sent you the wrong item, please take clear photographs of both the outer packaging and the items inside as soon as possible. You must email us within 48 hours of delivery at support@pokemonscards.com with your order number and the images attached. Once we receive and review your claim, we will promptly arrange for a full refund or a replacement shipment at no additional cost to you.
Return Processing Timeline
After your return is delivered to our returns facility, please allow 3 to 7 business days for our team to inspect, process, and approve the return. Following approval, refunds are issued within 3 to 5 business days as stated above. The total time from when you ship your return to when you receive your refund may vary depending on shipping times and your financial institution’s processing policies.
Our Commitment to Collector Satisfaction
Every card sold on Pokémon Cards undergoes thorough inspection before it is shipped. We provide accurate condition reports, clear high-resolution photographs, and detailed grading information to ensure you know exactly what you are purchasing. Our goal is to make every collector feel confident, valued, and completely satisfied with their experience.
If you have any questions about this Refunds and Returns Policy or need assistance with a specific issue, please do not hesitate to reach out to us. We are always happy to help and will respond to your inquiry as promptly as possible.
Contact Us:
📧 support@pokemonscards.com
📦 Pokémon Cards Returns Department
🌐 www.pokemonscards.com