01Return Eligibility

Return requests are reviewed on a case-by-case basis, subject to applicable consumer protection laws and the conditions outlined in this policy.

To help us assess your request, returned products should, where applicable:

• Be unused and in their original condition.
• Include original packaging, accessories, and any items supplied with the product.
• Be accompanied by proof of purchase or a valid order number.
• Meet any additional eligibility requirements communicated by our support team.

Certain products may be ineligible for return due to their condition, packaging, or applicable legal restrictions. Any exclusions will be applied in accordance with applicable law.

02Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from the product you purchased, please contact us at sales@pokemoncardx.com as soon as reasonably possible after delivery.

To help us investigate and resolve the issue, please provide:

• Your order number.
• A description of the problem.
• Clear photographs of the item and its packaging, where relevant.
• Any other information reasonably needed to assess your request.

Please retain the product and its original packaging while your request is being reviewed.

After assessing the circumstances, we will explain the available resolution, which may include a replacement, refund, or another appropriate remedy, subject to applicable law and product availability.

03Trading Cards and Collectible Products

Trading cards and collectible products may be sensitive to handling, packaging, and storage conditions. Please inspect your order upon delivery.

Where a return is permitted, products should be returned in the condition required for the applicable return request.

For sealed trading card products, opened or unsealed packaging may affect return eligibility when the request relates to a change of mind. This restriction does not remove any rights you may have under applicable consumer protection laws, including rights relating to damaged, defective, or incorrectly supplied goods.

Please contact us before returning any collectible product so we can advise you on the appropriate procedure.

04Change-of-Mind Returns

If you change your mind after placing an order, contact us to discuss whether a return or cancellation is possible.

Eligibility may depend on whether the order has been processed or shipped, the condition of the product, and any applicable legal requirements.

Products that have been used, damaged after delivery, or opened in a way that affects their resale condition may not qualify for a change-of-mind return, except where otherwise required by law.

05Order Cancellations

If you wish to cancel an order, contact us as soon as possible at sales@pokemoncardx.com and include your order number.

We will review your request based on the status of your order. If the order has already been processed or dispatched, cancellation may no longer be possible. In such cases, you may contact us to discuss any return options available under this policy and applicable law.

06Refund Eligibility

Refunds may be considered for eligible returns, confirmed order errors, damaged or defective products, or other circumstances where a refund is appropriate or legally required.

Each request will be reviewed based on the relevant circumstances, the information provided, and applicable consumer protection requirements.

We will communicate the outcome of your request and any further steps required.

07Refund Processing

Once a refund has been approved, it will generally be issued to the original payment method where possible.

The time required for the funds to appear in your account may depend on your payment provider, financial institution, or payment method.

If the original payment method cannot be refunded, we will contact you to discuss an appropriate alternative, subject to applicable law.

08Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the circumstances of the order.

If an item is confirmed to have arrived damaged, defective, or incorrect, please contact us before arranging return shipping so we can explain the next steps.

For other return requests, the customer may be responsible for return shipping costs where permitted by applicable law and communicated as part of the return arrangement.

09Exchanges and Replacements

If you receive a damaged, defective, or incorrect item, we will review whether a replacement or exchange is available.

Replacements depend on product availability. If the same item is unavailable, we will contact you to discuss an appropriate resolution, which may include a refund where applicable.

10Missing Orders and Delivery Issues

If your order has not arrived within the expected delivery period, please contact us at sales@pokemoncardx.com.

Include your order number and shipping details so we can review the available information and advise you on the next steps.

Where a shipment is delayed, lost, or otherwise affected by a delivery issue, we will assess the circumstances and any applicable carrier information before determining an appropriate resolution.

11How to Request a Return or Refund

To submit a return or refund request, email sales@pokemoncardx.com with the following information:

1. Your full name.
2. Your order number.
3. The product you wish to return or the issue you experienced.
4. The reason for your request.
5. Photographs or supporting information, where relevant.

Our team will review your request and respond with the next steps. Please wait for our instructions before returning an item.

12Consumer Rights

This policy is intended to explain our general return and refund procedures. It does not limit or exclude any consumer rights that cannot legally be excluded or restricted under applicable law.

Where local consumer protection laws provide additional rights or remedies, those rights will apply.

13Changes to This Policy

Pokemon Cards reserves the right to update this Refund and Returns Policy when necessary. Updates will be published on this page, together with the revised date.

The policy applicable to a purchase will be interpreted in accordance with applicable law and the circumstances of that transaction.

14Contact Us

If you have questions about this policy or need assistance with a return or refund, please contact us:

Store

Pokemon Cards

Email

sales@pokemoncardx.com

Philippines contact

+63 969 158 9364

Vietnam contact

+84 789 421 485

Please include your order number in all order-related enquiries to help us assist you efficiently.