Refund policy

At PokéPullss, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review the following Return & Refund Policy.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided that the item:

  • Is unused and in its original condition.

  • Is returned in its original packaging with all included accessories.

  • Shows no signs of wear, damage, alteration, or misuse.

  • Is accompanied by proof of purchase or your order number.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items cannot be returned unless they are defective or damaged upon arrival:

  • Opened Pokémon TCG booster packs

  • Opened Elite Trainer Boxes (ETBs)

  • Opened booster boxes

  • Opened blister packs

  • Opened tins

  • Opened collection boxes

  • Mystery products

  • Gift cards

  • Digital products or downloadable content

  • Clearance, final sale, or liquidation items

  • Products marked as non-returnable

Due to the collectible nature of trading card products, sealed items that have been opened are not eligible for return.

3. Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the shipping package, if applicable

Once verified, we will arrange an appropriate resolution, which may include a replacement, refund, or store credit.

4. How to Request a Return

To request a return, please contact us before sending any items back.

Email: contact@PokéPullss.shop

Please include:

  • Full name

  • Order number

  • Reason for the return

  • Photos if the item is damaged or incorrect

Returns sent without prior authorization may not be accepted.

5. Return Shipping

If the return is due to:

  • Our error (incorrect, defective, or damaged item), we will cover the return shipping costs where applicable.

  • Customer preference (such as ordering the wrong item or changing your mind), the customer is responsible for return shipping costs.

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

6. Inspection and Approval

After we receive your returned item, it will be inspected.

If approved, your refund will be processed using your original payment method.

If the returned item does not meet our return requirements, we may decline the refund or return the item to you at your expense.

7. Refund Processing

Approved refunds are typically issued within 5–10 business days after the returned item has been inspected.

The time required for the refund to appear in your account depends on your bank or payment provider.

8. Exchanges

We replace items only if they are defective, damaged, or if the incorrect product was shipped.

If you would like to exchange an eligible item, please contact our customer support team.

9. Order Cancellations

Orders may be cancelled only before they enter processing or shipment.

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

10. Refused or Undeliverable Shipments

If a package is refused by the customer or returned due to an incorrect or incomplete shipping address provided by the customer:

  • Return shipping fees and any carrier charges may be deducted from the refund.

  • Additional shipping charges may apply if the customer requests the package to be re-shipped.

11. Chargebacks

If you experience an issue with your order, we encourage you to contact us first so we can work toward a fair resolution.

Fraudulent or unjustified chargebacks may be disputed with the payment provider using available transaction and shipping documentation.

12. Consumer Rights

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country or region.

Where applicable, customers may have additional legal rights that cannot be waived by this policy.

13. Contact Us

If you have any questions regarding returns or refunds, please contact us:

PokéPullss

Email: contact@PokéPullss.shop

Phone: +1 (479) 345-1674

Business Address:
Rathausstrasse 74
90715 Fürth
Germany