Refund and Returns Policy

Thank you for shopping with pokemonprimecards. We want you to be happy with your purchase. This policy explains when and how refunds and returns are handled.

  1. General Policy

By placing an order on pokemonprimecards, you agree to the terms of this Refund and Returns Policy. Due to the collectible and condition-sensitive nature of trading cards, not all items are eligible for return, but we always aim to be fair and transparent.

  1. Eligibility for Returns

You may be eligible for a return or refund if:

  • You received the wrong item (incorrect product, version, or quantity).

  • Your order arrived damaged in transit.

  • The condition of an item is significantly different from the description on the product page.

  • Your parcel has been confirmed lost after an investigation with the carrier.

Change-of-mind returns:

  • Sealed products (for example: ETBs, booster boxes, collection boxes) may be accepted for return if they are unopened and in their original condition, at our discretion.

  • Single cards (raw, played, near mint, or graded) are generally non-returnable due to market volatility and handling risk, unless there is a clear error or misdescription.

  1. Items That Cannot Be Returned

Unless required by law, we do not accept returns for:

  • Opened or tampered sealed products.

  • Single trading cards where the item received matches the description and condition advertised.

  • Clearance, sale, or final-sale items marked as non-returnable.

  • Digital items, codes, or online credits once delivered.

  1. Timeframes

  • You must contact us within [7–30] days of the delivery date shown by the carrier to report any issue (damaged, incorrect, missing, or mis-described items).

  • Requests made after this period may not be accepted.

  1. Condition of Returned Items

If a return is approved:

  • Items must be returned in the same condition you received them.

  • Sealed products must be unopened with original shrink wrap, labels, and packaging intact.

  • All accessories, promo cards, and any included items must be returned.

If returned items arrive opened, damaged, or incomplete compared to what was agreed, we may reduce the refund or decline it.

  1. How to Request a Return or Refund

Step 1 – Contact us first

  • Email: [your support email]

  • Include your order number, clear photos (if applicable), and a brief description of the issue.

  • Please do not send items back without prior approval.

Step 2 – Return instructions

  • If your return is approved, we will provide the return address and instructions.

  • For returns due to our error (wrong item, significant condition issue, etc.), we may provide or reimburse reasonable return shipping.

  • For change-of-mind returns, you are responsible for return shipping costs.

We strongly recommend using a tracked and insured service. We cannot refund items that are lost or damaged on their way back to us.

  1. Refunds

  • Once we receive and inspect the returned item(s), we will notify you of the approval or refusal of your refund.

  • If approved, we will process the refund to your original payment method within [3–14] business days.

  • Original shipping costs are typically non-refundable, except when the return is due to our error or where required by law.

  • If only part of an order is returned, we will refund the applicable portion only.

Partial refunds:
In some cases (for example, minor condition differences where you keep the item), we may offer a partial refund rather than a full return.

  1. Lost or Damaged Parcels

Damaged orders:

  • If your order arrives damaged, contact us within 48 hours of delivery with photos of the outer packaging and the damaged items.

  • Depending on the situation, we may offer a replacement (if available), partial refund, or full refund.

Lost orders:

  • If tracking shows no movement for an extended period or the carrier confirms loss, we will investigate.

  • After the investigation, we may issue a replacement or refund, subject to stock availability and carrier confirmation.

  1. Order Cancellations

  • Orders can sometimes be cancelled before they ship. If you need to cancel, contact us as soon as possible with your order number.

  • If your order has already shipped, it may be treated as a return instead of a cancellation, following the terms above.

  1. Chargebacks and Fraud Prevention

  • We reserve the right to dispute chargebacks where tracking or records show successful delivery or where this policy has not been followed.

  • Abusive or fraudulent refund/return behavior may result in future orders being refused.