Refund policy

At PokéReserve, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review the policy below to understand your options for returns, exchanges, and refunds.

1. Return Eligibility

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

  • The item is unused and in its original condition.

  • The item is returned in its original packaging with all accessories, inserts, and promotional materials included.

  • The item shows no signs of wear, damage, or misuse.

  • Proof of purchase or the order number is provided.

Returns that do not meet these requirements may be declined.

2. Non-Returnable Items

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

  • Opened Pokémon Trading Card Game booster packs

  • Opened Elite Trainer Boxes

  • Opened booster boxes

  • Opened collection boxes or special sets

  • Individual trading cards removed from sealed products

  • Digital products, gift cards, or downloadable content

  • Clearance or final sale items

  • Products marked as non-returnable

3. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or different from the item you ordered, please contact us within 48 hours of delivery.

To help us resolve your request promptly, include:

  • Your order number

  • A description of the issue

  • Clear photos of the item

  • Photos of the packaging and shipping label, if applicable

After reviewing your claim, we may offer a replacement, store credit, or refund, depending on the circumstances.

4. How to Start a Return

To request a return:

  1. Email contact@PokéReserve.shop.

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

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

Returns sent without prior authorization may not be accepted.

5. Return Shipping

If the return is due to:

  • A damaged, defective, or incorrect item, PokéReserve will cover the reasonable return shipping costs where applicable.

  • A change of mind or an item no longer being wanted, the customer is responsible for the return shipping costs.

We recommend using a trackable shipping service, as we are not responsible for returned packages that are lost or damaged in transit.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved:

  • Refunds will be issued to your original payment method.

  • Refunds are generally processed within 5–10 business days, depending on your payment provider or financial institution.

Original shipping charges are non-refundable unless the return is the result of our error or a defective product.

7. Exchanges

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

If you would like to exchange an eligible product for the same item, please contact our customer support team for assistance.

8. Order Cancellations

Orders may be cancelled before they are processed for shipment.

If your order has already been packed or shipped, it can no longer be cancelled and must instead follow the return process outlined in this policy.

Pre-order cancellations are subject to the terms outlined in our Pre-Order Policy.

9. Refused or Undeliverable Shipments

If an order is returned to us because:

  • The shipping address provided was incorrect or incomplete,

  • Delivery was refused,

  • The package was unclaimed,

the customer may be responsible for any return shipping fees, re-shipping costs, or other charges incurred.

10. Fraud Prevention

To protect our customers and business, PokéReserve reserves the right to refuse returns or refunds where there is evidence of:

  • Fraudulent activity

  • Abuse of the return policy

  • Excessive return requests

  • Attempts to return used, altered, or counterfeit items

11. Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights or remedies available to consumers under applicable consumer protection laws.

12. Contact Us

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

PokéReserve

Email: contact@PokéReserve.shop

Phone: +1 (479) 345-1674

Business Address:
81 Souttar Terrace
WATERMANS BAY WA 6020

We are committed to resolving any issues promptly and ensuring you have a positive shopping experience with PokéReserve.