Returns

Our promise

Every product we sell is genuine and factory-sealed. If something arrives damaged, wrong or missing, we will put it right.

Damaged, wrong or missing items

Please check your parcel when it arrives. If an item is damaged in transit, is not what you ordered, or is missing, email us within 7 days of delivery at support@pokari-store.com with your order number and clear photos of the item, the packaging and the shipping label.

Keep all packaging until we have resolved your claim. Once confirmed, we will send a replacement or give you a full refund for the affected items, including any shipping cost for them.

Returns for other reasons

Because sealed trading card products are collectible and their value depends on their condition, we cannot accept returns of opened products or products whose seal or shrink wrap has been removed or damaged after delivery.

Unopened products in their original, undamaged condition may be returned within 14 days of delivery. Email us first to arrange the return. Return shipping and any customs charges on the return are paid by the buyer, and the item must reach us unopened and in the same condition it was sent.

Single cards

Single cards are sold in the condition described on their product page. If a card does not match its description, contact us within 7 days of delivery with photos and we will resolve it.

Pre-orders

Pre-orders may be cancelled for a full refund at any time before they ship. If a release is delayed or our allocation is reduced, we will let you know and offer a refund for anything we cannot supply.

Refunds

Refunds are made to the original payment method: card refunds through Stripe, and crypto or bank transfer refunds to an account you confirm with us. Refunds are processed within 7 business days of approval. Your bank or payment provider may take a few more days to show the money.

Parcels returned to us

If a parcel is returned to us because the address was incorrect, it was not collected, or delivery was refused, we will refund the order minus the original shipping cost and any return charges, or reship it once you pay the new shipping cost.

Contact

Questions about a return? Email support@pokari-store.com and include your order number.