Refund Policy
Our Commitment
We want every customer to be satisfied with their purchase. If something isn't right, we're here to make it right. This policy outlines how returns and refunds are handled at PokeShop AU. Your rights under Australian Consumer Law always apply in addition to this policy.
Sealed Products
- • Sealed products (booster boxes, ETBs, collection boxes, etc.) may be returned within 14 days of delivery, provided they are completely unopened and in their original factory-sealed condition.
- • Any product that has been opened, tampered with, or shows signs of damage caused by the buyer cannot be returned.
- • Return shipping costs are the responsibility of the buyer unless the item was received damaged or is not as described.
Single Cards & Graded Cards
- • Single cards and graded cards are eligible for return within 14 days if the card is not as described in the listing (e.g., wrong condition, wrong card).
- • We do not accept returns based on buyer's remorse for single card or graded card purchases.
- • Graded cards are sold as-is based on the grading company's assessment.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 7 days of delivery with:
- • Your order number
- • Photos of the damaged or incorrect item
- • Photos of the packaging
We will arrange a replacement or full refund (including shipping costs) at no extra charge to you.
How to Request a Return
1
Email us at contact@pokeshop.com.au with your order number and reason for return.
2
Wait for our return authorisation before sending anything back.
3
Ship the item back using a tracked shipping method.
4
Once we receive and inspect the item, your refund will be processed within 5 business days.
Pre-Orders & Cancellations
- • Pre-orders can be cancelled for a full refund at any time before the item has been dispatched.
- • Once a pre-order item has shipped, our standard return policy applies.