Refund policy

At PockePack, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before requesting a return.

1. Return Eligibility

You may request a return within 30 days of receiving your order if the item:

  • Is unused and in its original condition.

  • Is in its original packaging with all accessories, inserts, and promotional materials included.

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

Items that do not meet these requirements may not be eligible for a return.

2. Non-Returnable Items

For quality assurance and collector protection, the following items cannot be returned unless they arrive damaged, defective, or incorrect:

  • Opened trading card packs or booster boxes.

  • Opened sealed products.

  • Digital products or gift cards.

  • Clearance or final sale items.

  • Personalized or custom-made products.

  • Products damaged due to misuse, neglect, or improper handling.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the item and its packaging.

After reviewing your claim, we will arrange an appropriate resolution, which may include a replacement, exchange, store credit, or refund.

4. Return Process

To request a return:

  1. Contact our customer support team at contact@pockepack.shop.

  2. Include your order number and the reason for your return.

  3. Wait for return authorization and instructions before sending your item.

  4. Securely package the item to help prevent damage during return shipping.

Returns sent without prior authorization may be refused.

5. Return Shipping Costs

  • If the return is due to our error (such as receiving an incorrect, damaged, or defective item), we will cover the reasonable return shipping costs where applicable.

  • For returns due to a change of mind or other customer preference, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable unless required by applicable law.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If your refund is approved:

  • Refunds will be issued to the original payment method used for the purchase.

  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

If the original payment method is unavailable, we will work with you to determine an appropriate alternative where permitted.

7. Exchanges

We replace items only if they are defective, damaged, or incorrect.

If you would like to exchange an item for another product or variation, please contact our customer support team to discuss available options.

8. Order Cancellations

Orders may be canceled before they have been processed or shipped.

If your order has already entered processing or has been shipped, it may no longer be possible to cancel it. In such cases, you may request a return after receiving your order if it meets the eligibility requirements outlined in this policy.

Pre-order cancellations may be subject to the terms described in our Pre-Order Policy.

9. Lost Packages

If your package appears to be lost in transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution.

10. Chargebacks

If you experience an issue with your order, we encourage you to contact us first so we can resolve the matter promptly.

Unauthorized or fraudulent chargebacks may delay the resolution process while the claim is investigated.

11. Changes to This Policy

We reserve the right to update or modify this Return & Refund Policy at any time.

Any changes will become effective immediately upon publication on this page.

12. Contact Us

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

PockePack

68 Cherry Grove
REDPA TAS 7330

Email: contact@pockepack.shop

Phone: +1 (479) 345-1674