Refund policy


Returns & Refund Policy

Overview

At Poke Pops Cards, we want you to be happy with your purchase. If something isn’t right, please contact us and we’ll do our best to help.


This policy outlines when returns and refunds are accepted and how to request one.

 

Returns Eligibility

We accept returns only in the following circumstances:

  • The item received is faulty or damaged
  • The item received is not as described
  • The wrong item was sent

You must contact us within 14 days of receiving your order to report any issues.

 

 

 

Non-Returnable Items

 

Due to the nature of collectible products, the following items are non-returnable and non-refundable, except where faulty or incorrect:

  • Mystery products or bundles
  • Opened trading cards or packs
  • Items showing signs of use, handling, or wear after delivery

This does not affect your statutory rights under UK consumer law.


 

 

Condition of Returned Items

 

Where a return is approved:

  • Items must be returned in the same condition they were received
  • Items must be unused and unopened
  • Original packaging must be included where possible

We reserve the right to refuse a return if the item does not meet these conditions.

 

Refunds

Once your return is received and inspected, we will notify you of the outcome.

 


If approved:

  • Refunds will be issued to the original payment method
  • Refunds are processed within 5–10 working days

Shipping costs are non-refundable, unless the return is due to an error on our part.


 

 

Exchanges

 

We do not offer direct exchanges.

If an item is faulty or incorrect, we may offer a replacement or refund at our discretion.

 

 

 

Return Shipping Costs

 

  • If the return is due to a fault or our error, we will cover return shipping costs.
  • For any other approved return, the customer is responsible for return postage.


We recommend using a tracked service, as we cannot be responsible for items lost in return transit.


 

 

Lost or Damaged Orders

 

If your order arrives damaged or is believed to be lost in transit, please contact us as soon as possible with:

  • Your order number
  • Clear photos of the damage (if applicable)


We will assess the situation and arrange a replacement or refund where appropriate.


 

 

How to Request a Return or Refund

 

To start a return or refund request, please contact us at:


Email: help@pokepops.cards


Include:

  • Your order number
  • A description of the issue
  • Photos (if the item is damaged or incorrect)


 

 

 

Policy Updates

 

We reserve the right to update this policy at any time. Changes will take effect once published on this page.