Refund policy

At PokéCrat, customer satisfaction is important to us. We strive to provide authentic Pokémon Trading Card Game (TCG) products in excellent condition. Please read this Return & Refund Policy carefully before making a purchase.

1. Return Eligibility

You may request a return if the following conditions are met:

  • The return request is submitted within 30 days of the delivery date.

  • The item is unused, unopened, and in its original condition.

  • All original packaging, accessories, promotional items, and documentation are included.

  • Proof of purchase (such as your order confirmation or receipt) is provided.

Returns that do not meet these requirements may not be accepted.

2. Non-Returnable Items

For the protection of all customers and the integrity of collectible products, the following items cannot be returned unless they arrive damaged, defective, or incorrect:

  • Opened booster packs

  • Opened booster boxes

  • Opened Elite Trainer Boxes (ETBs)

  • Opened collection boxes

  • Trading cards removed from sealed products

  • Digital products or gift cards

  • Clearance or final sale items (where clearly marked)

  • Products that have been used, altered, or damaged after delivery

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

After reviewing your claim, we may offer one of the following remedies:

  • A replacement (subject to availability)

  • A refund

  • Store credit

  • Another appropriate resolution

4. How to Start a Return

To request a return, please contact our customer support team before sending any items back.

Email: contact@PokéCrat.shop

Please provide:

  • Full name

  • Order number

  • Reason for the return

  • Photos if the item is damaged or defective

Returns sent without prior authorization may experience delays or may not be accepted.

5. Return Shipping

If the return is due to:

  • Our error

  • A defective product

  • A damaged shipment

  • An incorrect item received

PokéCrat may cover the return shipping costs or provide a prepaid return label where available.

For returns due to customer preference (such as ordering the wrong item or changing your mind), the customer is generally responsible for return shipping costs unless required otherwise by applicable law.

We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.

6. Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear on your account, depending on your payment provider or financial institution.

Original shipping charges are generally non-refundable unless the return is the result of our error or required by applicable law.

7. Exchanges

We offer exchanges for eligible items that arrive damaged, defective, or incorrect, subject to product availability.

If a replacement is unavailable, we may offer a refund or store credit.

8. Order Cancellations

Orders may be cancelled before they have entered processing or shipment.

Once an order has been processed or shipped, it cannot be cancelled and must follow the standard return process, if eligible.

Pre-order cancellations are subject to the terms outlined in our Pre-Order Policy.

9. Refused or Undeliverable Shipments

If a shipment is refused by the customer or returned because of an incorrect or incomplete shipping address provided during checkout, any refund issued may be reduced by:

  • Original shipping charges

  • Return shipping fees

  • Any applicable handling or restocking costs, where permitted by law

10. Authenticity Guarantee

All products sold by PokéCrat are carefully sourced from trusted distributors, authorized suppliers, or reputable partners.

If you believe you have received a product that is not authentic, please contact us immediately so we can investigate and resolve the matter.

11. Limitation

PokéCrat reserves the right to refuse returns or refunds that do not comply with this policy or that show signs of misuse, abuse, fraud, or unauthorized alterations.

Nothing in this policy limits any consumer rights that cannot be excluded under applicable law.

12. Contact Us

If you have any questions about this Return & Refund Policy or wish to request a return, please contact us:

PokéCrat

Email: contact@PokéCrate.shop

Phone: +1 (479) 345-1674

Business Address:
Knesebeckstraße 36
46282 Dorsten

We appreciate your trust in PokéCrate and are committed to providing a fair, transparent, and reliable shopping experience.